This topic

Email appearing then disappearing

Day — Fri, 30 Jan 2026 13:25:19 GMT

Hello, has anyone experienced a problem with emails appearing then vanishing when open them. I have had my account for many years and never experienced this problem before. I have looked at the resolutions other people have suggested like checking I am on IMAP and not POP3. I removed my account and reinstalled it and the problem is still happening. When I search for the new emails they can not be found in the bin or trash. When I log on via webmail they are not there either.

Re: Email appearing then disappearing

gg30340 — Fri, 30 Jan 2026 13:34:16 GMT

Check that your email account has not been hacked and either "Forwarding" has been set up or a "Rule" has been set up to move or delete the emails.

Re: Email appearing then disappearing

Day — Fri, 30 Jan 2026 14:08:54 GMT

Thank you, I don’t think it’s that, there hasn’t been any other untoward activity. It happens in real time, I open my emails, I can see one appear then disappear, other times I go to open it and then it vanishes.

Re: Email appearing then disappearing

gg30340 — Fri, 30 Jan 2026 14:18:50 GMT

Have you checked the forwarding and rules or are you just happy to say it's not that?

Re: Email appearing then disappearing

Day — Fri, 30 Jan 2026 15:18:45 GMT

Hello, there are no forwarding or rules set on my account.

Re: Email appearing then disappearing

Rubyshoes — Thu, 26 Mar 2026 18:50:35 GMT

Did you ever get this resolved? I have the exact same problem. I can see an email in my iPhone email app, click to open it and it vanishes before my eyes and when I search for it in all the folders and junk it is nowhere. Logging into my btaccount online or my iPad doesn’t help as they have also vanished from there. I have missed really important emails that have caused me real issues. Only happens sporadically maybe 3 times I have gone onto my emails in the last 2 months but I have no idea why or how to fix it.

Re: Email appearing then disappearing

Day — Fri, 27 Mar 2026 07:07:31 GMT

Hello, unfortunately there has been no resolution and it’s still happening. Like you I am missing important emails and have no way to retrieve them.

Re: Email appearing then disappearing

gg30340 — Fri, 27 Mar 2026 10:45:43 GMT

When this was reported in the past and the BTMail email team investigated all they could do was establish which device triggered the deletion of the emails and on those occasions it was an Apple device that had triggered it.

Once the emails are deleted from the BT servers they can not be recovered.

I would suggest that you use a process of elimination to try and establish which device is causing it.

For example stop your Apple device's email app from checking for email or you using it to access your emails.

You can do this by just removing your password from the app.

You will need to use a web browser to access your emails. If you find that the problem is still there it would appear to be a BT issue. If the problem is not there it would appear to be an Apple issue or you could try using a different email app to see if the issue is still there.

If you dcide to do that make sure your Apple email app is not accessing your email account as well.