# Troubleshooting access permissions for functional accounts

## Introduction

This article is intended for administrators who want to troubleshoot issues related to access permissions for functional accounts. This guide can help if your organization uses the Zivver Synctool to synchronize functional accounts, so that problems can be resolved quickly without needing to contact Zivver Support.

Functional accounts are general-use email addresses such as `servicedesk@example.com`. These are also known as shared accounts or shared mailboxes. Users who have delegated access to a functional account are automatically logged in to that account in all clients when they are logged in to their personal account.

## Prerequisites

- You are an [**administrator for Zivver**](https://app.zivver.com/admin/organization-account).
- You use the **latest version** of the Synctool.
- You are an administrator for the Synctool.
- You have access to the source data (Active Directory or Exchange).

Tip

Write down which email addresses are affected. It helps if you know which user mailbox should have access to a shared mailbox before you continue. For example:

_john.doe@example.com_ and _jane.doe@example.com_ have FullAccess rights in Exchange to the shared mailbox _servicedesk@example.com_.

## Overview of troubleshooting steps

Yes  
No  
No  
Yes  
No  
Yes  
No

LDAP  
Exchange  
Yes  
Yes  
No  
Start

Is the daily synchronization still running?  
Troubleshoot the automated synchronization  
Do the missing users all have an active Zivver account?  
End

Make sure the users have active accounts  
Are the mailbox permissions retrieved by the data preview of the Synctool?  
Are you using nested groups?  
Which source are you using?  
Verify the minimum technical requirements for the configured shared mailbox sync  
Nested groups are not supported in LDAP  
Enable setting  
Are there any errors in the Synctool log?  
Fix the root cause of the issue  
Plan a troubleshooting session with Support  
[Continue](https://docs.zivver.com/en/admin/synctool-troubleshooting/check-daily-sync.html)

Updated on 2026-06-18