Lost emails

[Deleted User]

I hope someone will be able to offer advice to a total non-techie. I am tearing my hair out over what might be an easily fixable problem.

I have tried to log in to my account with an online retailer that I have dealt with several times before. I made a hash of inputting my password:o and was locked out of my account. I requested a replacement password and I received an email to say that the account had been unlocked and a new password link had been sent to me in a separate email. It never arrived. I tried several times, was told (by email!) that a re-set link had been sent in a separate email but none of them ever arrived. They are definitely being sent to my correct email address.


I have no doubt that these emails have been sent but what I need to know is what I can do on my PC, if anything, to ensure they get through. Is it a security/encryption issue? Should I enable/disable anything in my mail programme?

Tigsteroonie

Password resets are normally automated emails (unlike the response you have managed to receive). Have you checked your Junk and Spam folders to see whether the password reset has been weeded out before reaching you?

If you use mail client software (such as Thunderbird) to download emails, it might be worth logging into the actual internet site for your email (webmail) and checking Junk and Spam folders there too.

(Hope the above makes sense, you'll get a more techie response in a little while ...)

firefox1956

Do a search of your email client for the emails ??

JJ_Egan

Also try your web mail.

[Deleted User]

firefox1956 wrote: »

Do a search of your email client for the emails ??

Thanks for the reply. I've been trying that on and off for days. No sign of them.

[Deleted User]

JJ_Egan wrote: »

Also try your web mail.

Thanks. Yes, I've been trying that too. No sign of them there either.

[Deleted User]

Tigsteroonie wrote: »

Password resets are normally automated emails (unlike the response you have managed to receive). Have you checked your Junk and Spam folders to see whether the password reset has been weeded out before reaching you?

If you use mail client software (such as Thunderbird) to download emails, it might be worth logging into the actual internet site for your email (webmail) and checking Junk and Spam folders there too.

(Hope the above makes sense, you'll get a more techie response in a little while ...)

Thanks very much for the advice. Yes, it makes sense even to me;).

I have tried all that you suggest and there is absolutely no sign of the missing emails. It's driving me mad!

J_B

I have my own domain with 1&1

Sometimes, I send to hotmail/live/outlook addresses and they don't arrive.

They don't appear in any of the recipients folders and they don't bounce bach.

:eek:

[Deleted User]

J_B wrote: »

I have my own domain with 1&1

Sometimes, I send to hotmail/live/outlook addresses and they don't arrive.

They don't appear in any of the recipients folders and they don't bounce bach.

:eek:

That's interesting! I wonder where they go to then. Sorry you've had a similar problem but relieved that it isn't just me;)

ptoner27

It's possible that the emails aren't getting past the 1and1 servers at all and are bounced back to the retailer before they ever come near your computer. This can happen if your anti-spam settings are set really high. Sometimes password resets get mis-interpreted as Spam.

Thunderbird can also behave unreliably at times - particularly if you're low on memory and there are thousands of emails in your thunderbird accounts. On a couple of occasions, I've had Thunderbird archive emails before I even opened them! I had such a case only yesterday. An email I KNOW is there because I read it only a few days ago is unfindable no matter what I do. I have no idea what Thunderbird has done with it. It isn't even in the trash!

Personally, at this stage, I'd write or phone the technical department of the retailer. They are bound to be able to see what's happening.

[Deleted User]

ptoner27 wrote: »

Personally, at this stage, I'd write or phone the technical department of the retailer. They are bound to be able to see what's happening.

Thanks very much for taking the time and trouble to repond. I've tried everything and eliminated any potential problem from my PC but have still had no success with accessing these missing emails.

I have emailed their customer services department several times and been promised that their Technical Department are looking into it. I received an email back from Customer Services including the correspondence between them and the techies. The advice from the Technical Dept was:

''Please advise the customer that she is using the wrong equipments''.

I'm none the wiser as to what ''equipments'' (with an 's' at the end) is supposed to mean and what is wrong with device I'm using. I have never had a minute's bother accessing any other websites or receiving mail from them. My request for clarification has remained unanswered for about a week now.