emails not saved in sent mail

[Purdey1]

This has been going on for 18 months. No new emails have been saved in sent despite settings correct on laptop and phone. I cannot delete the existing 500 old sent emails (2021 and previous) as I get 'unexpected error has occurred message. I had online chat a few months ago to no avail but then I received an email saying 'glad we solved your problem '- which you didn't. I am BCC myself if I want to save email - a nuisance.

[gg30340]

If you are using a browser (webmail) to access your BTMail on your laptop there are no BTMail settings that you can change that would cause your issue so exactly what settings are you checking on your laptop?

If you are using an email client to access your email on the laptop, which one and how is it set up, is it an IMAP or POP3 account?

Assuming you are using webmail on your laptop. Clear the history and cookies from your browser.

If you are using an email client, set it not to check for emails, if you are not sure how to do that just add a couple of letters to your email address in the settings. This will stop it checking your email account. Turn off your phone and leave it off while doing this. 

Log onto your email account using a browser on your laptop and try sending an email to see if it gets sent and is showing in the sent folder.

Also try deleting a few of the sent emails to see if they will delete.

Report back the result after you have done this.

[Purdey1]

Thanks for your reply. 

I use chrome to access my webmail on my laptop and when I say I checked the settings, I went into BT Mail and made sure 'save copy of sent mail' was checked. I also access my email via Chrome on my android. The save option is ticked on the phone too.

I have cleared the history and cookies  on my laptop( I have done this in the recent past, but did it again)

I have just logged onto my laptop using Chrome and sent a test email to myself. It arrived in my inbox but did not appear in my Sent emails. I still can't delete any of the  500+ emails in the sent box (going back to 2021) - 'unexpected error' message appears. 

I am pretty sure I did all this during an hour long session with the chat line assistant a few months ago. His final suggestion was to try accessing my webmail using another browser,. That didn't work and I didn't reactivite the discussion out of frustration. Now I am turning to the Community!  

If you have any other suggestions I would be grateful. 

[gg30340]

It may be that your account has become corrupted in some way.

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

[JohnC2]

Hi @Purdey1, welcome to the forum and thanks for posting.

Sorry that your emails are not showing in the sent folder. I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to help you with this.

Cheers

John

[Purdey1 · Accepted solution]

After posting this problem I was contacted by a moderator who referred it to a specialist team. I was personally contacted over the weekend and the problem is now solved. I don't know how BT did it, was but it was clearly not something that could be sorted by the customer. If you have a similar problem with sent mails not being saved it may be a systemic BT issue. In any case, only by posting in the Community was action taken and problem solved.

[JohnC2]

Hi @Purdey1, thanks for your PM and post to confirm the sent emails are now appearing. 

I'm glad the email team were able to resolve this quickly for you once I referred it to them 🙂

Cheers

John