Email folders not visible/ accessible on Android phone

[Martinwales]

For the past week or so the folders I have created in my BT email accounts are not accessible on my android mobile. 

They are accessible on my PC, so they have not disappeared. My wife's BT mail app on her android does not have this problem.

I have deleted cookies and cleared the cache, as recommended in earlier threads on this forum. This made no difference.

I have tried to access bt mail on both Chrome and Opera, but the problem persists with both browsers.

Normally touching the word Folders in the sidebar reveals the folder list but this doesn't work.

Similarly, when I open an email and try to save it to one of my folders there is no list of folders to save it to.

All advice and suggestions gratefully received.

[gg30340]

If the folders are showing when you log onto your BTMail email account on your PC the the folders obviously exist.

When you are using a web browser on a mobile device are you using the web browser's mobile version?

If you are, your folders will not show until you click on the icon to the left of the Inbox title. This will then show the list of folders which your email account has and you should be able to select your chosen folder from there.

If that does not work try using the "Desktop" version of the browser to see if folders show with that.

You can toggle between the Mobile version and the Desktop version by clicking on the browsers settings, at the foot of the page and selecting one or the other.

Your wife's BTMail app uses a different method to access BTMail accounts. I assume she is accessing the same email account as you and that she has the BTMail app set up as an IMAP account which replicates what is on the BT servers.

Is there any reason why you are not using an email app, which is a far better way to access your email on a mobile device, than using a web browser?

[Martinwales]

Thanks for your reply.

Yes, when I switch to desktop version in Chrome on my phone the folders are accessible. It's just with the mobile version I have this problem. It's only arisen in the last week and has never been an issue before.

Yes. My wife's phone can access the same account via her BT mail app.

I've never installed the app because I've been put off by negative reviews, and the browser version has always worked well - till now.

[gg30340]

If you want to use an email app I and others on the forum use the BlueMail email app. I have it set up as an IMAP account and it works very well. I have been using it for years without any problems.

As regards your folders not showing on the mobile version, given that it happens on more than one browser it may be as a result of a recent BTMail update. I have checked on Microsoft Edge browser and my folders are showing. 

I will notify the moderator who may be able to pass that information onto the BTMail team or you could try phoning BT 0330.1234.150 and ask to speak to the email team who may be able to assist you.

[Martinwales]

Many thanks for your help.

[Rach_H]

Hi @Martinwales,

Welcome to the Community!

I'm sorry to hear you're having this difficulty, as it doesn't sound like anything that should be happening. Are you able to try viewing this in the private browser, and see if you still have this issue?

Rach

[Martinwales]

You asked about the 'private browser'. In chrome I opened an 'incognito' window, but the problem is the same. The folders remain inaccessible in the Android mobile version of  Chrome and Opera.

As I posted above, I can access the folders on my phone if I switch to the desktop version.

[Peter_W]

Hi again @Martinwales!
I've tried chasing this one with our email team, and they've suggested it could possibly be a storage issue on your handset. 

Can you please check to see if you've got a good level of storage remaining in your settings?
Also have you tried the BT Email app to see if this has the same issue?
Peter

[gg30340]

I'm curious to know how the email team think it could be a storage issue when the OP is using webmail not an email app/client and in particular when it is OK when using Desktop mode of the browser!

[Martinwales]

My phone has 150+GB of storage free, so that is not the issue.

My wife's phone has the BT Mail app installed and she can access the folders on her phone.

This has only become an issue in the last few weeks. I bought the phone last November and have been able to access all my folders via bt.com on Chrome until recently.