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Emails that were saved to a folder have disappeared

GarryO — Tue, 12 May 2026 10:57:24 GMT

Hello, i have just checked one of my created folders for some emails that i have saved there over the last year or so and a lot of them have disappeared. last time i checked them around 6 weeks ago they were all there. i have not deleted them and cannot find them in any other files, where have they gone? They are important as they contained unused vouchers.

Re: Emails that were saved to a folder have disappeared

Michael_D — Wed, 13 May 2026 13:18:18 GMT

Hi @GarryO

Welcome to the community.

How are you checking the email folders? Is it through BT webmail on the BT website, through the BT email app or are you using a third party email client?

If you are using a client, is the email set up as POP3 or IMAP?

Michael

Re: Emails that were saved to a folder have disappeared

GarryO — Wed, 13 May 2026 19:50:33 GMT

Hi, I've tried through Outlook (IMAP) and BT mail on my phone and also tried through the BT website on my laptop and they were gone one all.

I then got my old phone out and for about a second they were all there and then they were gone. The last time I used my old phone was around 2-3 months ago.

Re: Emails that were saved to a folder have disappeared

Katie_B — Thu, 14 May 2026 09:04:39 GMT

Thanks so much for getting back to us @GarryO.

I can confirm that a full mailbox recovery had been performed.

Please also ensure the auto-clean feature for the Trash folder is disabled across all devices, including webmail.

Katie

Re: Emails that were saved to a folder have disappeared

GarryO — Fri, 15 May 2026 13:04:38 GMT

Hello, I have all the emails back now. They didn't get deleted by date as two that I still had were in the mix. I haven't changed any settings and this is the first time this has happened.

I've looked at the trash folder auto clean but couldn't find it, not that they were in the trash folder, they were in a folder created from the inbox?