topic Re: I cannot see or access my email folders in Email

I cannot see or access my email folders

nigemann — Thu, 18 Sep 2025 15:22:42 GMT

I cannot see my email folders. I have cleared my cache. Re-started my computer and logged in to talktalk mail and the email folders are still missing.

Re: I cannot see or access my email folders

nambuso-TT — Thu, 18 Sep 2025 15:27:26 GMT

Hi there @nigemann. I am very sorry to hear this. Please try to use a different browser and see if you can see your emails?

Re: I cannot see or access my email folders

nigemann — Thu, 18 Sep 2025 15:41:12 GMT

Thank you @nambuso-TT. I have tried Microsoft Edge, Google, and Safari. No joy on any of them.

Re: I cannot see or access my email folders

nambuso-TT — Thu, 18 Sep 2025 15:44:59 GMT

Please Log out of your email account and log back in and confirm what happens.

Re: I cannot see or access my email folders

nigemann — Thu, 18 Sep 2025 15:48:26 GMT

I've done that several times.

Re: I cannot see or access my email folders

siphosethu-TT — Thu, 18 Sep 2025 16:06:27 GMT

Did you receive any comms from TalkTalk regarding Everymail?

Re: I cannot see or access my email folders

nigemann — Thu, 18 Sep 2025 16:22:17 GMT

No ????

Re: I cannot see or access my email folders

siphosethu-TT — Thu, 18 Sep 2025 16:31:31 GMT

Thanks for confirming, please also confirm if you are having any issues with your broadband services? Thanks

Re: I cannot see or access my email folders

siphosethu-TT — Thu, 18 Sep 2025 16:40:40 GMT

Will need to run diagnostics on the matter so I'll need you to confirm for me if your broadband services are working fine before we continue. Thanks

Re: I cannot see or access my email folders

nigemann — Thu, 18 Sep 2025 17:06:07 GMT

Broadband is fine - suggest the issue is on the email platform or App ????

Re: I cannot see or access my email folders

kanya-TT — Fri, 19 Sep 2025 07:22:21 GMT

How so, are you able to access everything on webmail: Using TalkTalk Webmail

Kanya

Re: I cannot see or access my email folders

nigemann — Fri, 19 Sep 2025 13:07:54 GMT

@kanya-TT - No - I cannot access my email folders. Those folders where I itemise my emails: Work - Social - Bills - Golf - etc.

These have disappeared !!

Re: I cannot see or access my email folders

kanya-TT — Fri, 19 Sep 2025 14:22:03 GMT

We are so sorry to hear about that, we'll need to run checks with you, are you home at the moment where your TalkTalk broadband is connected.

Kanya

Re: I cannot see or access my email folders

nigemann — Fri, 19 Sep 2025 17:05:51 GMT

@kanya-TT. I am now 👍

Re: I cannot see or access my email folders

nameunknown_ — Fri, 19 Sep 2025 18:26:20 GMT

@nigemann

TalkTalk Community support staff will be back on Monday.

I have no idea how checking your internet connection would assist in resolving the issue.

Are you only using webmail to access your email account?

I assume you have expanded 'My folders'.

If you are only using webmail (and never use an email application), then the likely explanation for the missing folders is that some action has been taken on the email server, e.g. the account was migrated but only default folders were included. If that is the case, they ought to be able to restore them.

You coud call TalkTalk technical support, now or over the weekend.

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broadband

Re: I cannot see or access my email folders

sabelo-TT — Mon, 22 Sep 2025 07:48:23 GMT

@nigemann, I will kindly ask for you to double check on your email settings. Go to your email settings and ensure that your folders are not hidden. Look for any options related to folder visibility or organization.

Re: I cannot see or access my email folders

nigemann — Mon, 22 Sep 2025 12:59:36 GMT

I have done this on several occasions, and have just spent two very uncomfortable hours on the live chat trying to resolve this issue. All the "experts" seem to be able to do is to ask me open folder visibility. My folders are not there - they have disappeared !!

Re: I cannot see or access my email folders

sabelo-TT — Mon, 22 Sep 2025 13:06:33 GMT

Thank you for this @nigemann. Could you kindly attempt to use a different device to access your emails and see if you would still be unable to access your email folders. Kindly confirm with feedback once done.

Re: I cannot see or access my email folders

nigemann — Mon, 22 Sep 2025 13:41:29 GMT

I use my desktop PC, my iPad, and my phone. The folders are missing on all devices.

Re: I cannot see or access my email folders

Mandisa-TT — Tue, 23 Sep 2025 07:18:09 GMT

I have reviewed your account and confirmed that you are a full fibre customer. Unfortunately, I have limitation since you are Full Fibre customer, and I cannot run diagnostics for your email. You will need to reach out to our Full Fibre Team, who can check your emails, diagnose the issue, and provide potential solutions to your query.

Here is the number to our Future fiber team who have the required resources to assist you with this matter 034 5172 0074 and you can contact them between the times Monday - Friday: 9am - 6pm; Sat-Sun 9am- 5:30pm

Another option is to use the below link to chat to our live chat advisors who are always ready to assist with your issue.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529