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user_czhx02
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4 Messages

Wednesday, January 3rd, 2024 10:18 PM

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Inbox emails disappeared

All Inbox emails prior to 12/2/24 at 12:59 in both Apple Mail and in Outlook app have disappeared.  They are not on the web app for Xfinity Email. They are not in the Trash and have not been manually deleted.  This happened once before, but I found them on the website and resent the ones I wanted, but this time, they aren't there)

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Updated 

10 months ago

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XfinityGabby

Official Employee

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1.5K Messages

11 months ago

Hello, @user_czhx02. Thanks for reaching our team regarding the email concerns. I certainly understand the importance of recovering those emails. Have you attempted to follow the steps HERE to try and recover the emails?

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user_czhx02

4 Messages

The latest incident is that now all Inbox emails prior to 1/8/24 at 4:23 pm on both apps (Apple Mail and Outlook) and on the Xfinity website Email have disappeared.  I followed the directions and restored several emails but they very well may have been deleted on purpose.  The deleted selection list did not include the emails that are missing from the Inbox.  Fortunately, Sent mail seems to be intact, so I am able to glean some of the important missing information.  What could be happening?  Thank you!

10 months ago

0

XfinityBenny

Official Employee

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646 Messages

@user_czhx02  Glad to see you got them back! As Latoque mentioned, be sure all your devices are set to IMAP settings, and not POP. Check the details here https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email . That will ensure you see all emails everywhere. 

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10 months ago

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user_czhx02

4 Messages

Actually, I had a second incident of Inbox emails disappearing.  I restored a few deleted ones as a test, but the same problem repeated.  As of today, emails are flowing correctly, but it's nerve wracking.  My settings for email are all IMAP all the way.  Thanks for helping to troubleshoot.

10 months ago

0

Latoque

Expert

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29.6K Messages

10 months ago

@user_czhx02 

Do you have the account enabled on a device using the POP3 protocol?  If so, it may be downloading the messages and then deleting them from the server.

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user_czhx02

4 Messages

Nope - all IMAP.  Thanks.

10 months ago

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