This topic

Emails keep disappearing

emilypeirce — Fri, 10 Jan 2025 12:24:19 GMT

When I open on an email in the Mail app on my iPhone they flash and then disappear and are nowhere to be seen. I then tried to find them in the BT Email app and I can’t see them either. They are not in any of my folders or the trash. But the app says I have 12 unread emails but I can’t see them. I have lost some fairly important emails. Please can you tell me where they have gone.

Re: Emails keep disappearing

Alex_H — Sat, 11 Jan 2025 11:59:43 GMT

Hi @emilypeirce,

Welcome to the BT Community

Are you able to locate the e-mails when logged in to BT Webmail?

When using BTMail do you have conversation view enabled? To check log onto your BTMail account and click on "View" in the menu bar at the right hand side. Then click conversation view to turn it on or off.

Alex

Re: Emails keep disappearing

emilypeirce — Sat, 11 Jan 2025 14:46:27 GMT

Hi Alex

No they are still not there in webmail. And conversation view is not on in BTMail.

Emily

Re: Emails keep disappearing

Alex_H — Sat, 11 Jan 2025 15:45:42 GMT

@emilypeirce Ah ok thanks for checking that. If you check the e-mail settings for your BTMail account in your iPhone Mail app settings, can you see if your set to POP3 or IMAP? This page might be some help BT Email server settings | BT Help

As if they are appearing on your phone briefly but not anywhere within Webmail, it could be because of using POP3 rather than IMAP in your Email server settings.

Alex

Re: Emails keep disappearing

emilypeirce — Sat, 11 Jan 2025 17:14:37 GMT

Hi Alex

It is set to IMAP currently.

thanks

Emily

Re: Emails keep disappearing

licquorice — Sat, 11 Jan 2025 17:20:30 GMT

Are you sure you don't have any other device configured as POP3?

Re: Emails keep disappearing

emilypeirce — Sat, 11 Jan 2025 17:25:45 GMT

No but I have recently got a new phone but did a factory reset on my old phone. I didn’t have this problem on that phone though. And I don’t use any other devices for my emails. It seems to be emails all relating to Weddings if that helps.

Re: Emails keep disappearing

Alex_H — Sun, 12 Jan 2025 15:59:45 GMT

@emilypeirce Are they all recent e-mails from a specific sender/group you mean? I would check all your settings for auto-forward, rules, blocked senders and safe senders if it is specific to see if there could be anything there.

Outside of that it may be best to give us a call for some further help Fix email | BT Help

Alex