This topic

Email folders not visible/ accessible on Android phone

Martinwales — Sun, 18 May 2025 15:35:26 GMT

For the past week or so the folders I have created in my BT email accounts are not accessible on my android mobile.

They are accessible on my PC, so they have not disappeared. My wife's BT mail app on her android does not have this problem.

I have deleted cookies and cleared the cache, as recommended in earlier threads on this forum. This made no difference.

I have tried to access bt mail on both Chrome and Opera, but the problem persists with both browsers.

Normally touching the word Folders in the sidebar reveals the folder list but this doesn't work.

Similarly, when I open an email and try to save it to one of my folders there is no list of folders to save it to.

All advice and suggestions gratefully received.

Re: Email folders not visible/ accessible on Android phone

gg30340 — Sun, 18 May 2025 16:48:09 GMT

If the folders are showing when you log onto your BTMail email account on your PC the the folders obviously exist.

When you are using a web browser on a mobile device are you using the web browser's mobile version?

If you are, your folders will not show until you click on the icon to the left of the Inbox title. This will then show the list of folders which your email account has and you should be able to select your chosen folder from there.

If that does not work try using the "Desktop" version of the browser to see if folders show with that.

You can toggle between the Mobile version and the Desktop version by clicking on the browsers settings, at the foot of the page and selecting one or the other.

Your wife's BTMail app uses a different method to access BTMail accounts. I assume she is accessing the same email account as you and that she has the BTMail app set up as an IMAP account which replicates what is on the BT servers.

Is there any reason why you are not using an email app, which is a far better way to access your email on a mobile device, than using a web browser?

Re: Email folders not visible/ accessible on Android phone

Martinwales — Sun, 18 May 2025 17:09:01 GMT

Thanks for your reply.

Yes, when I switch to desktop version in Chrome on my phone the folders are accessible. It's just with the mobile version I have this problem. It's only arisen in the last week and has never been an issue before.

Yes. My wife's phone can access the same account via her BT mail app.

I've never installed the app because I've been put off by negative reviews, and the browser version has always worked well - till now.

Re: Email folders not visible/ accessible on Android phone

gg30340 — Sun, 18 May 2025 17:17:31 GMT

If you want to use an email app I and others on the forum use the BlueMail email app. I have it set up as an IMAP account and it works very well. I have been using it for years without any problems.

As regards your folders not showing on the mobile version, given that it happens on more than one browser it may be as a result of a recent BTMail update. I have checked on Microsoft Edge browser and my folders are showing.

I will notify the moderator who may be able to pass that information onto the BTMail team or you could try phoning BT 0330.1234.150 and ask to speak to the email team who may be able to assist you.

Re: Email folders not visible/ accessible on Android phone

Martinwales — Sun, 18 May 2025 17:39:21 GMT

Many thanks for your help.

Re: Email folders not visible/ accessible on Android phone

Rach_H — Mon, 19 May 2025 11:55:00 GMT

Hi @Martinwales,

Welcome to the Community!

I'm sorry to hear you're having this difficulty, as it doesn't sound like anything that should be happening. Are you able to try viewing this in the private browser, and see if you still have this issue?

Rach

Re: Email folders not visible/ accessible on Android phone

Martinwales — Mon, 19 May 2025 22:14:27 GMT

You asked about the 'private browser'. In chrome I opened an 'incognito' window, but the problem is the same. The folders remain inaccessible in the Android mobile version of Chrome and Opera.

As I posted above, I can access the folders on my phone if I switch to the desktop version.

Re: Email folders not visible/ accessible on Android phone

Peter_W — Thu, 29 May 2025 13:11:47 GMT

Hi again @Martinwales!
I've tried chasing this one with our email team, and they've suggested it could possibly be a storage issue on your handset.

Can you please check to see if you've got a good level of storage remaining in your settings?
Also have you tried the BT Email app to see if this has the same issue?
Peter

Re: Email folders not visible/ accessible on Android phone

gg30340 — Thu, 29 May 2025 14:01:01 GMT

I'm curious to know how the email team think it could be a storage issue when the OP is using webmail not an email app/client and in particular when it is OK when using Desktop mode of the browser!

Re: Email folders not visible/ accessible on Android phone

Martinwales — Thu, 29 May 2025 14:59:52 GMT

My phone has 150+GB of storage free, so that is not the issue.

My wife's phone has the BT Mail app installed and she can access the folders on her phone.

This has only become an issue in the last few weeks. I bought the phone last November and have been able to access all my folders via bt.com on Chrome until recently.

Re: Email folders not visible/ accessible on Android phone

Peter_W — Fri, 30 May 2025 15:01:14 GMT

I'll continue to feed this one back for you @Martinwales.

Have you tried the BT Mail app on your phone to see if this is without issue as well, and does your wife's phone experience the same issue when logging in via a browser?
Peter

Re: Email folders not visible/ accessible on Android phone

Martinwales — Fri, 06 Jun 2025 16:14:06 GMT

Hi I have now tried accessing my BT email account via BT.com on my wife's Redmi Note 10 mobile.

That phone has exactly the same issue as mine. It is unable to access or display the folders.

Re: Email folders not visible/ accessible on Android phone

gg30340 — Fri, 06 Jun 2025 17:04:05 GMT

@Martinwales

Have you cleared the history and cookies of the web browser that you are using and having done that re-started your devices?

If that still does not work try turning your BT hub off for about half an hour. Once it is re started it should have been issued with a new IP address and hopefully connected to a different email server.

Re: Email folders not visible/ accessible on Android phone

Martinwales — Fri, 06 Jun 2025 21:09:50 GMT

Thanks for the suggestion. I tried that, but it has made no difference. The folders are still inaccessible when I access mail via BT.com on both Chrome and Opera on my phone.

Re: Email folders not visible/ accessible on Android phone

Christopher_G — Sat, 07 Jun 2025 07:54:30 GMT

Hi @Martinwales

Have you had a chance to try the BT Email app to see if you can access the emails through that?

Chris

Re: Email folders not visible/ accessible on Android phone

gg30340 — Sat, 07 Jun 2025 08:44:10 GMT

@Christopher_G

I have the issue on my Android phone so it has nothing to do with the OP's phone, browser or email account.

This problem would appear to be a programming issue with the BTMail browser's "mobile" version of browsers when viewed on a phone's small screen. There is no problem when viewed using the "Desktop" version on the phone.

I found that it works as it should when viewed on an Android tablet with a 9 inch screen hence my previous post that it was OK on Edge. I have not been able to test on any Apple phones or iPads so I can not say if it is only relevant to Android.

The BTMail email team need to have another look at the problem although given their response the last time stating that it was a storage issue I don't hold out much hope of them resolving it. However there is always a first time!

Re: Email folders not visible/ accessible on Android phone

Christopher_G — Sat, 07 Jun 2025 08:44:22 GMT

Thanks, @gg30340

I've messaged the Email team asking them to take another look. Will post an update here when we hear back.

Chris

Re: Email folders not visible/ accessible on Android phone

Martinwales — Sun, 27 Jul 2025 14:22:50 GMT

Delighted to report that I can now view and access all my email folders on my mobile - for the first time in months.

Re: Email folders not visible/ accessible on Android phone

gg30340 — Sun, 27 Jul 2025 14:55:46 GMT

I have checked and it would appear to be working correctly so the email team would appear to have fixed it.

Re: Email folders not visible/ accessible on Android phone

Ali_A — Mon, 28 Jul 2025 07:39:59 GMT

@Martinwales @gg30340

Glad to hear you're both able to access your folders correctly now.

Thanks for getting back to us to confirm.

Ali