Message stuck in outbox and crashes app

[MorganaNK]

There is an email that is stuck in my outbox since Friday, although strangely it was delivered as the recipient called me regarding it.  When I click on the outbox in the app it shuts the app down.

I read a previous post and cannot see if my email is premium, which probably means it isn’t.

Any ideas gratefully received 

[gg30340]

Log onto your email account using a web browser and check if the "stuck" email is showing there.

To check what type of email you have you need to log onto your MyBT then go to "Your Products" then "Email, Manage" and it will show you what type you have which will probably be "Standard".

If you were on BT Premium email you would be paying BT £7.50 per month for that.

BT Email products | Types of BT Emails | BT Help

[MorganaNK]

Hi @gg30340 

I logged in on my work PC on Friday and I don’t have an outbox.  Can’t even clear it via my Outlook as Microsoft have decided to lock me out of my account🥺.

My BT didn’t seem to have an email option - just Broadband and Digital Voice…

[gg30340]

Are you using a BTMail email account and was your BTMail account working before this problem?

The "outbox" on BTMail is called "Sent".

If you have logged onto your MyBT with a web browser and you clicked on "Your Products" it should show "Email" near the foot of the page.

What happens when you try to log onto your BTMail email account using this link on a browser.

BTMail 

[MorganaNK]

Good morning

I am using a @btinternet.com address.  I went into my account via the link you posted and the two email that are stuck in the app outbox do not appear in sent.  The second email that is stuck does not appear to have reached the intended (or any!) recipient, unlike the first one.

[gg30340]

If the "stuck" emails are not showing in webmail when you log on with a browser the problem must lie with Outlook.

If you can not clear them from Outlook you may have to uninstall and then reinstall it.

If you do have to do that make sure that all the emails that you want retained are still on the BT servers. If they are not there you should do a backup of the emails in Outlook. If you are not sure how to do that you will find various guides if you do an Internet search. 

[MorganaNK]

I’m not using Outlook (Microsoft have locked me out of my account which is a whole other story), I am using the IOS BT email app.