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Schofield27
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Tuesday, August 11th, 2026 4:36 PM

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Email folders disappeared from navigation but still exist on IMAP server

More than 20 email folders suddenly disappeared from my Xfinity webmail folder navigation. The folders and emails have NOT been deleted. Xfinity still sees the missing folders in the search folder selector, and when I select a missing folder and search it, Xfinity successfully returns the emails stored in that folder.

Outlook's IMAP Folder Query also sees the missing folders and reports them as subscribed. However, the folders don't appear in the normal folder tree in either Xfinity webmail or Outlook. This appears to be a server-side folder hierarchy/index problem.

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22 hours ago

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XfinityAdrienne

Official Employee

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2.2K Messages

23 hours ago

I am happy we were able to troubleshoot a bit, and the self-help options shared the best route typically. We are recommending to reach out to our Customer Security Assurance Team to further troubleshooting @Schofield27! You can contact them here. Please don't hesitate to reach out to us here if you have any other questions/concerns, we are happy to help! 

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XfinityEricB

Official Employee

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3.5K Messages

1 day ago

 

Schofield27 Have to tried to see if they were just listed as hidden for some reason, and tried to un-hide them. Let me know if this works to get them back to the main folder navigation for you: To restore folders back to the main folder navigation in Xfinity Email, click the **triangle** icon next to **My folders** to expand the folder view. If the folder navigation bar is hidden, click **Hide Folders** at the bottom of the screen to reveal it again.

 

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Schofield27

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4 Messages

Hello! Yes, I've tried all of those things already and neither option works. I have also searched under every sub folder to see if somehow they all ended up in another folder, but that's not the case. As you can see in this screen shot, I can search by an email address, in one of the missing folders, and the emails are there but the folder is missing from the left side navigation. The folders literally disappeared from view. (However, they are all still somewhere...) 

[Image Removal: "Personal information"]

(edited)

1 day ago

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XfinityAdrienne

Official Employee

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2.2K Messages

Thank you so much for sharing those details, @Schofield27! I would be more than happy to further troubleshoot the folders disappearing. Can you send us a DM to get started?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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1 day ago

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Schofield27

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4 Messages

Will do - thank you!

1 day ago

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Schofield27

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4 Messages

I posted a message ten minutes ago, no response.

1 day ago

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