All Email Disappeared

[Thompson218]

All the email from my wife's account have dissappeared. Trash, folders, the lot, pretty sure its not user error. There's a couple of important ones. Any suggestions please?

BTW  it's a secondary account if that matters.

[gg30340]

How is she accessing her email account. Is it using a web browser or is she using an email client or app?

If she is using an email client or app has she checked by logging onto her email using a web browser?

Are the folders missing or is it only the contents of the folders?

[Thompson218]

Thanks for your response. I've since discovered that it's just the inbox and trash. All folders are present and correct. I think it maybe a bit of a mystery that we'll have to live with !  😉

She uses the native email client on her Samsung S9+, but checked it on a Windows laptop accessing  BT mail using a Web browser.

[gg30340]

If the phone's email app is set up as an IMAP account  it means that it synchronises with the BT servers, webmail using a browser,  so if you delete emails on the phone or empty the trash folder it means that it will be replicated on the BT servers and vice versa if you delete them on webmail they will be deleted on the phone.

It is also possible that the email account has been hacked and the hacker has deleted the emails.

Have a read through this link and if you do suspect the account has been hacked follow the advice given.

https://www.bt.com/help/email/email-security/how-can-i-tell-if-my-email-account-is-no-longer-secure

[Thompson218]

Ok, thanks for your help.