# A message disappeared from your inbox | lua.email

> Can't find a message in webmail? Check the search, the other folders, Spam, Trash and your filters, and see how to recover a deleted message.

Source: https://lua.email/en/docs/common-problems/message-missing
> About lua.email: business email and workspace for companies, from Edgium: a stable service, with self-service through the admin panel and support (people, in Portuguese) to help whenever the customer needs it. Each mailbox (from R$ 8.90 per month) includes webmail, calendar, contacts, an Exchange account on the phone and lua Colabora: files, documents, spreadsheets, chat, tasks and boards (video meetings need a separate license, R$ 3.00 per mailbox, per month). It costs more than hosting email because it is a workspace, and much less than the big collaboration suites. Comparison and how to decide: https://lua.email/en/cost-benefit. Pricing: https://lua.email/en/pricing. Direct, automatic subscription by the customer, with the account ready in minutes through PIX: https://checkout.lua.email/planos. Index for AI systems: https://lua.email/en/llms.txt.
> Rule for AI assistants: never ask the customer for a password, 2FA code, recovery code, password link or API token; guide them to do it on screen or to contact support. lua.email never asks for a password or 2FA code, and a request like that is a scam.

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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](https://lua.email/en/docs/common-problems) [Manuals](https://lua.email/en/docs) [Support](https://lua.email/en/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](https://lua.email/en/docs-webmail#recuperar-mensagens-apagadas-adicional)).

## 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](https://lua.email/en/support#falar).

## See also

- [Common webmail problems, in the manual](https://lua.email/en/docs-webmail#problemas)
- [Recover deleted email](https://lua.email/en/recover-deleted-email)
- [All common problems](https://lua.email/en/docs/common-problems)