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ranger26
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6 Posts

Friday, March 20th, 2026 3:02 PM

trash email cannot be moved

An email I received went into Trash erroneously.  When I tried to move it to Inbox, it seems to move and then comes right back to Trash.  How can I fix this so I can move the message to Inbox?

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2 days ago

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XfinityBillie

Official Employee

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4K Posts

9 days ago

@ranger26 Thank you for taking the time to reach out to us here on our Xfinity Forums. I understand you are running into an issue with an email that keeps trying to go to your trash folder. Have you already checked that there are no filters set up to cause this? This link will walk you through the options on how to set filters, you might also try marking the email as not spam. 

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ranger26

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Yes I checked filters and there are none that would affect this email.  It is from adobesign.  

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4 days ago

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XfinityEmilyB

Official Employee

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2.7K Posts

 

ranger26 Thank you for keeping us posted so we can continue working on your Email being stuck in the trash folder. Are you accessing your inbox from our Xfinity online portal or from a third party mail client such as Outlook, Apple Mail, etc? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 days ago

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ranger26

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6 Posts

I am accessing through the portal and also tried Outlook for Mac. Both behave the same way. I am using Safari. 

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2 days ago

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XfinityEricB

Official Employee

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3.2K Posts

 

ranger26 There may be some other condition on our end that makes it move, but if you whitelist the email it should stay in the inbox for you. To whitelist an email in Xfinity, you need to set up an email filter that allows messages from specific addresses. Here are the steps:

 

  1. Sign in to Xfinity Email.
  2. Click the **Gear** icon and select **Email Settings**.
  3. Go to **Filter Rules** and click **Add new rule**.
  4. Name the filter and add a condition specifying the email address you want to whitelist.
  5. Under **Actions**, choose what to do with the emails from that address (e.g., move to inbox).

Let me know if this works for you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 days ago

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ranger26

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6 Posts

That seems to have worked.  Thanks.  I checked it on the portal and the message stayed moved and it also then downloaded to outlook.  I appreciate your help!

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2 days ago

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