Webmail limiting number of emails in Inbox

[picketywitch]

My husband and I have the same version of Webmail.  In mine, I can see my incoming emails about as far back as when I first started using Webmail, whereas my husband can only check back for about a month.  All previous emails will have disappeared and are not in Trash or Archive (although this last hasn't been used for the last 5 years).  As of today, 4 January 26, the oldest email he can see in Inbox is dated 1 December 25.  There are a total of 46 emails currently in his Inbox.

There is a similar situation with Trash, but this currently contains 131 emails going back to 4 December 25 - this isn't really important as they've been deleted on purpose, but I'm wondering if it's in any way related to the Inbox problem?  By contrast, emails in the Sent box go back years.

I can't see anything in Settings that can change the Inbox capacity, so I do hope someone can help on this as it's really annoying not to be able to check back in Inbox to something that may still be relevant .

Many thanks!

[gg30340]

Make sure that the "Conversation" View is not active. To do that log onto your BTMail account and click on "View" in the menu bar at the right hand side. Scroll down and Single click "conversation view" to toggle it on or off.

When you toggle it on or off you will see the name "Conversation View" change colour from grey to blue when it is turned on.

[picketywitch]

I have checked and "Conversation View" is definitely greyed out.  I've toggled it on and off again to make sure - there's no difference to the number of emails in the Inbox.  If you have any other suggestions I'd be grateful!

[Alex_H]

Hi @picketywitch,

Thanks for visiting the BT Community

Does your husband only access the emails using BT Webmail or does he use any email clients to view his emails? If so are any of them set to use POP3?

Is there any rules or auto-forwarding setup either via the BT Webmail settings or via the email client if one is in use? 

Have the emails been available to view in Webmail until recently and only just disappeared? 

Alex

[picketywitch]

Hi

No, my husband only uses BT Webmail to access his emails.  He does still have Outlook but doesn't use it.  I have checked his Outlook and it does have all his incoming emails.

This problem has been going on for some time - I don't know how long as he only mentioned it to me when he was looking for an email which turned out to have disappeared.  I did post on this forum soon after I first discovered the problem (maybe a year ago?) but no-one was able to help resolve it.

No rules or auto-forwarding set up - he wouldn't know how to!

[gg30340 · Accepted solution]

If he has Outlook with all his emails including the one that have gone missing it would appear that he may have set up Outlook as a POP3 account. This means that it downloads the emails to his device.

There is a setting in Outlook that after the emails have been download you can either keep them on the BT server until you remove them or you can set Outlook to delete the emails from the BT servers either after they have been downloaded or after a set time.

You should go into the Outlook settings and check what it has been set to.

See link how to check.

 Leave a copy of the message on the server is missing in Outlook - Microsoft Support

[picketywitch]

Thank you so much for this!  I've checked his Outlook and yes, advanced settings were set to remove messages after 14 days (although his do stay on for about a month).  I've removed that setting but have left one that says only remove if message deleted from Deleted (Trash?) box.  I'll uncheck that one too if it seems a problem.

I'll have to check tomorrow to see if he's got more messages in his Webmail inbox, but I'm keeping my fingers crossed that this has cracked the problem - many thanks again.