HELP! All emails in my inbox have disappeared

[Clarahow]

Hi there,

I wonder if someone can please help me to find out why all emails in my inbox have disappeared overnight? I still have all emails in all other folders, except trash/bin which only has emails deleted during the last 7 days. There is also a new ‘recovered emails’ folder which I haven’t seen before, but this is empty.  I am receiving new emails into my inbox today as normal. I can’t understand what has happened or where all my emails have gone! 

Thanks

[NeilO]

Hi @Clarahow welcome to the community and thanks for posting, I'm sorry to see you're having problems with your BT email.  Did you recently switch on an old device that can access your email or set up your email on a new device? It would be worth checking on all the devices and email clients that you use to see if the emails are on there.

The most common reason for this happening is that the emails have been downloaded to an email client and deleted from the server due to the way the email client has been set up.

Thanks

Neil

[Clarahow]

Hi Neil,

Many thanks for your reply to my message.

No, I haven’t set up any new devices or logged in on an old device. I have checked on all my devices and email clients and none of them show any of my emails previous to last week. I am completely at a loss as to what has happened. I was hoping that miraculously it was a BT mail error and they may magically reappear, but so far this has not been the case. I have worked in IT all my life and am fairly software/computer savvy, so can’t think of anything I have done that would cause this to happen. I was worried that my email account may have been hacked, so have changed my password. Do you have any other ideas as to what may have caused this? 
Thanks, Claire

[NeilO]

Hi @Clarahow Thanks for confirming that, changing the password was a sensible action to take. We'll be happy to raise a case with our email experts to try and figure out whats happened, I can't make any promises that we'll be able to get the emails back as they won't be on the server if they've been downloaded or deleted by an email client. 

I'll send you a private message so you can send over your details and one of the moderators will be happy to help. You'll find the private message by clicking on the envelope in the top right of the community website.

Thanks

Neil

[Clarahow · Accepted solution]

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