I'm sorry, but I don't understand the issue you are facing.
Could you please elaborate on this so that help can be offered?
How are you accessing emails? Via the webmail or 3rd party client such as outlook or Thunderbird?
IM normally relates to instant messaging, so are you somehow saving such messages and then storing them in an email folder?
Are you seeing all other folders you have set up?
I assume you have checked your other folders (including trash) in case the IM folder got moved somehow to another?
Have you used the email search facility to try and find them?
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Could you also please add the email address you use in the private notes field. Again only you and staff can see this info.
Normally, and unfortunately, once a folder is deleted and not recoverable from the trash or deleted folder, the contents are lost.
Please post back when done, along with the answers to my queries, so staff can advise further.
Thank you
Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).
