If you believe you are missing messages from your UTmail+ email account, the following tips will help you search for the messages. If the messages are not found, please send a request through ESC (http://uoft.me/esc) and we can investigate possible causes.

Note: if a message cannot be found using these methods it is highly unlikely we will be able to retrieve it.

Check folders

Check the Deleted Items folder

Make sure the missing message isn't in your Deleted Items folder.  This is time critical as messages are automatically erased after 30 days. There are several sort options (by date, by sender, by size, etc.) you can employ to help locate the message. If the message has been moved incorrectly to this folder, select the message and then select Restore.

Check the Junk Email folder

Sometimes messages are mistakenly marked as junk by other email apps. Check your Junk Email folder and see if the message is there. If the message has been moved incorrectly to this folder, select the message and then select Not junk > Not junk.

Check the Archive folder

If you've archived a message, it won't appear in your inbox. Make sure the missing message isn't in your Archive folder. If you want to move an archived message back to your inbox, select the message and then select Move to > Inbox.

Search

Search Outlook Web Access (OWA) folders for the message

On the main OWA page, there is a search that will return results from all email folders on OWA. If the search gives an error message, please consult our article on troubleshooting OWA errors. Please note that there is a limit on email search results in OWA.

Search offline folders

If you use an email client (desktop program or mobile device), these can sometimes move or store messages in local folders (particularly sent messages). Look through all devices and programs you have connected to your email account.

Rebuild the Office 365 index

If you are not getting any results at all when searching for something in Outlook, it may be an indexing issue. If your results come up empty, you will need to rebuild the index.

Other

Check the Other tab

If Focused Inbox is turned on for your account, the message might be in the Other tab. Select the Other tab and see if the message is there. If the message has been moved incorrectly to the Other tab, select the message and select Move to > Move to Focused inbox. 

Check the Filter menu

If you're filtering your message list, the message you're looking for might not appear. To change your filtering options, select Filter above the message list and select All.

Check your rules

You might have created an Inbox rule or a Sweep rule that's that's moving messages to another folder. Go to Rules settings and check your rules. If you find a rule that's incorrectly moving messages out of your inbox, select the Edit icon to edit the rule or the Delete icon to delete it.