Some of my emails are missing — where did they go?

Missing messages are almost always one of the causes below. Work through them in order.

1. A device using POP downloaded them

This is the most common cause of "older emails vanished from webmail" or "emails show on my computer but not my phone."

POP accounts download messages to one device and — depending on the app's settings — remove them from the server. Once removed, they won't appear in webmail or on your other devices; they only exist on the device that downloaded them.

• Check each computer or phone that has this email account set up. If one of them has the missing messages, that device is using POP.
• To keep all devices in sync going forward, switch your devices to IMAP (see "What are the Worldline email server settings?"), or in the POP app's settings enable "Leave a copy of messages on the server."

2. They were filed, archived, or deleted

In webmail at https://webmail.worldline.ca, check all folders — Archive, Trash/Deleted Items, Junk/Spam, and any custom folders. Also check whether a mail filter/rule is moving messages automatically, and use webmail's search to look for a known missing message.

3. Only new mail is missing

If mail simply stopped arriving, that's a receiving problem rather than lost messages — see "I can't send or receive email — what should I check?" Also check whether your mailbox is full ("My mailbox is full — how do I free up space?"), because a full mailbox can't accept new messages.

4. A large number of emails disappeared at once

If a large amount of mail vanished and none of the above explains it, contact support right away and tell us approximately when it happened. Don't delete or reorganize anything else in the meantime. We'll investigate on the server. To set expectations: if messages were removed by a mistake on our side, we can usually restore them; if they were deleted from your own mailbox (by you or one of your devices), they're generally gone for good once emptied from Trash. We'll always try — but recovery is never guaranteed.

Contact us

support@worldline.ca or 1-855-299-0025 (Mon–Sat 9am–6pm Eastern, closed Sunday).

Updated on: 20/08/2026