Failed to retrieve message content

[o_seymour23]

On 06/06/2026 both our Samsung mobiles showed an update message at 10:35 on our BT mobile app. After that, all incoming emails would not open but show a message "Failed to retrieve message content" and outgoing emails are stuck in the outbox.  What happened and how do we  "oldies/non techy users" rectify? Earlier messages still on our inbox or in archive folders  do open as before.

[gg30340]

Have you tried restarting, not just a turn off and on, your devices to see if that helps?

[o_seymour23]

Yes, tried all that thank you: eventually spoke to BT who told me to uninstall then reinstall the app. Uninstalled easy - but then discovered that there was not a BT email version now available for our Version of Samsung mobiles on Play Store - so I was locked out of emails until I managed to install Microsoft Outlook  -  and hope that works at it seems to be doing now. So as a 100% loyal BT customer,  if I want to use the latest BT email app, I need to buy a new mobile, which is not my choice, but shows the way so called  "advances" in technology do have serious unintended consequences - unless of course the idea all along is to FORCE such purchases???? Perish the thought !

[licquorice]

The BT mail app is total rubbish and not to be recommended. No idea why you would want to use it. Blue Mail is also far superior to Outlook.

[gg30340]

It is Samsung that are no longer updating the operating system on your mobile device and BT along with many other app developers at some point no longer develop or update apps to work on dated operating systems on mobile devices.

As BT and app developers have no control over what mobile device you are using or may wish to purchase they are not forcing you to buy a new mobile. 

There are many email apps that will at this time still work with dated devices.

I would suggest that BlueMail is a better email app for Android than Outlook.

EDIT: I should have added that you were never locked out of your BT email account. You could have and still can use a web browser to access your email account without the need to use the BTMail app or any other email app for that matter.