Messages disappear from my Inbox

If messages are arriving in your Inbox, but later disappear, there are a few things you should check.

  • Check how messages are sorted in your mailbox. 

Sometimes, mail clients may be set to show unread messages at the top. If you have a lot of unread mail, then once you read a message it will move it to start of the "read" mail section, although it might appear as though it's being removed completely. You can still find that message if you scroll to the end of your unread messages. 

You may want to change your sorting options to simply show newest mail on top so you can always find your most recent messages. 

Access your mailbox via Webmail and see if the issue is also occurring there. 

Login with your full email address and password at https://webmail.thexyz.com

If you can see the missing messages in your Inbox in the web interface, there may be an issue with your mail client or device. Try restarting the client or device first. If the issue persists, you may need to re-configure the client or device with your mailbox. Refer to the Setup Tool for specific instructions on configuring your client or device.

  • Check for any rules or filters added in your mail client, device or in the web interface. 

    Make sure none of these rules are configured to delete mail immediately or move mail to a specific sub-folder.
     
  • Review your Spam or Junk settings in your mail application or in the web interface.

Most mail clients have their own junk/spam filtering settings that may be blocking or filtering messages once they arrive in your mailbox. These settings are an additional layer of filtering that is separate from the spam filtering performed on the server. You may want to modify or disable these additional filtering settings so that they do not affect your incoming mail. 

You may also need to review your spam filtering options in the web interface. Check your blacklist or blocked senders list to see if there are any entries which may be filtering or blocking mail. 

  • Your mailbox may be configured as POP in a mail client or device.

    If your messages are disappearing from the Inbox on the web, you may be using a POP connection to download your mail and are not saving copies of downloaded mail on the server. POP connections, by default, will download mail into your client and then remove it from the server. Most clients now have an option to save copies of messages on the server. If you are going to continue to use POP, make sure this option is checked. Enabling this option will only affect new mail that has been delivered to your mailbox. 

    If you access your mail from multiple devices, you may want to re-configure your account as IMAP instead of POP. IMAP connections stay in sync with the server, so you can access the same data in your mailbox across multiple devices.

    Click here to learn how to configure your mailbox as IMAP: Setup Tool

    If messages in your Inbox were no longer in Webmail, this means that they were removed from the server. If you need to recover those messages, please refer to the following troubleshooting article: Recovering Messages.
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