Missing subfolders from Webmail but they appear on Mobile

[blueyonder-user]

Hi All,

I'm trying to help my father with his emails and have found a strange issue. So we have been customers of Virgin Media for ages (back when they were blueyonder!) 

My father has a blueyonder email address and a number of subfolders in that inbox / mailbox. He mainly uses his phone to put messages into the folders and that seems to work. Today I logged in to the webmail version of his emails and noticed that none of these folders seem to appear there. So now slightly worried that these folders have vanished and him putting emails in to folders on his phone is pointless as after a month they vanish from his phone too.

Has anybody seen anything like this before. Have checked and the phone is setup as a IMAP and pretty sure these folders existed at some point in the webmail (but no idea when)

I have opened Windows Mail on his old laptop and again I can see the folders there, but just not sure why they aren't in Webmail.

Any and all help appreciated.

Thanks

[Graham_A · Accepted solution]

@blueyonder-user  Whilst signed into the Webmail account click on the settings cog.  In the left hand panel click on Email and at the top you should see an button 'Change IMAP settings'.  Check that the folders you are looking for have a tick in the select box.  The first five folders are the default ones and should be greyed out. Note you may have to click on the small arrow head to expand the drop down list.  Remember to click the Red save button if you make any changes.

[blueyonder-user]

Thank you very much Graham_A that was it. 

I had actually seen that suggested in another thread but couldn't see that 'Change IMAP settings' button earlier 😞 found it this time tho. Thank you very much for the quick response too.

No missing emails and a small panic over, enjoy the rest of your Sunday.