Recover deleted emails

A folder emptied by mistake, a mailbox that suddenly looks empty on your phone, a colleague who deleted important messages: all is not lost. A copy of your Upkyo Mail mailboxes is made every day, so messages can be brought back as they were on a given date.

This guide first covers the checks you can do yourself, then explains how to ask support for a restore.

Before asking for a restore

Many "missing" messages are simply somewhere else. Check in this order:

• The trash: in webmail as well as in Outlook, Apple Mail or Gmail, a deleted message goes to the trash first. Open it from webmail, see Use webmail.
• Other folders: a filter or rule may have moved the messages to a folder, to spam or to the archive.
• Search: type the sender's address or a word from the subject into the webmail search bar.
• Your app's settings: if your mailbox is set up with POP on a computer, the messages may have been downloaded and then removed from the server. They may still be on that computer.

Restore emails step by step

In case of deletion, outage or mistake:

1. Log in to your client area at upkyo.com.
2. Open a ticket with the Email and messaging department from /submitticket.php.
3. Give the address concerned and the date when the messages were still there.
4. If possible, say which folder is affected (inbox, sent, a specific folder).
5. A technician restores the messages to your mailbox.
6. Open webmail to check that the messages are back, then let your phone and computer sync.

Why does a mailbox suddenly look empty?

Several causes are common:

• A POP setup: the POP protocol downloads messages to a single device and can delete them from the server. Other devices no longer see them. Use IMAP instead, which keeps messages on the server and syncs all your devices, see Set up your email on phone and computer.
• A synced deletion: with IMAP, deleting a message on your phone also deletes it everywhere else. That is normal behaviour, but it can be surprising.
• An account added twice or a wrong username: your app may be showing another account. The username is always the full email address.
• A changed password: if the mailbox password was changed, your devices can no longer connect and stop showing new messages, see Change a mailbox password.

How to avoid losing emails in the future

• Set up your devices with IMAP using imap.upkyo.com (port 993, SSL) rather than POP.
• Empty the trash carefully, and not automatically.
• File important messages into folders rather than leaving everything in the inbox.
• If several people use the same mailbox, agree on who may delete what.
• If your mailbox has been hacked (messages sent without your knowledge, messages deleted), change its password immediately.

Frequently asked questions

Can permanently deleted emails be recovered?

Yes, in most cases. Even if you emptied the trash, the daily copy of your Upkyo Mail mailbox lets a technician restore the messages as they were on an earlier date.

How long do deleted emails stay recoverable?

It depends on the copies available. Give the date when the messages were still there in your ticket: the technician will tell you what can be restored.

Will the restore erase my new emails?

Say in your ticket that you want to keep the messages received since then. The technician restores the messages to your mailbox and checks the result with you.

Why did my emails disappear from my iPhone but not from webmail?

The problem then lies with the device, not the mailbox. Remove the account from the iPhone and add it again with IMAP: the messages sync back from the server.

Can I restore my emails myself?

Upkyo Mail mailboxes are restored through a ticket with the Email and messaging department. Support is available 24/7, also at support@upkyo.com.