Common problems

A message is missing from your mailbox

Usually the message is in another folder: a filter moved it, it went to Spam, or the search is limiting the results.

Updated November 2026 All common problems Manuals Support
On this page
  1. What you see
  2. Why it happens
  3. What to do
  4. When to contact support

What you see

You remember receiving a message, but it's not in your Inbox.

Why it happens

  • The search or the list filter may be hiding messages.
  • A filter may have moved the message to another folder, such as Social, Shopping, Promotions, Updates or Forums.
  • The message may have gone to Spam or to the Trash.
  • Trash and Spam are emptied automatically after 30 days.

What to do

  1. In webmail, clear the search (the X in the field) and set the list filter to All.
  2. Search with the scope set to All folders.
  3. Check the Spam and Trash folders and the folders where filters move messages, such as Social, Shopping, Promotions, Updates and Forums.
  4. If you deleted the message by mistake, look in the Trash. If the Trash has already been emptied and your mailbox has the add-on, use Recover deleted messages (see the webmail manual).

When to contact support

Contact our team if:

  • you looked in every folder and the message isn't in any of them. Tell us the sender, the approximate date and the subject;
  • you deleted the message and need it back. Ask for help within 7 days.

To speed things up, include your email address (never your password), what you tried, the exact error message and the approximate date and time. See the channels on Support.

See also