topic Re: Sending email issues and Inbox folders missing from Webmail and Outlook for my Madasafish.com em in Email

Sending email issues and Inbox folders missing from Webmail and Outlook for my Madasafish.com email

LisaF — Wed, 17 Sep 2025 16:44:19 GMT

Hi,

I have 2 topics - possibly linked?

I am not a techy person so the background as I see it is:

I set up a madasafish.com email address through BT in the early 90's and it is still my main email address. At some point I was charged £20 every few years for something to do this having the email and 10 years or so ago Plusnet took over the bits that go on behind my use of the email address. I have never had a Plusnet account or any real interaction with them as things just ticked along as before. However, 2 issues have arisen in the last year.

So my first issue is - Randomly not being able to send emails through Outlook.

For a while now I have been having on-off issues being able to send emails from Outlook which is how I mainly do email things.

Every so often when you hit the send button a box pops up and it asks for a password - even though it already shows it as ********* and it does not like it even when I re-enter it.

There have been no issues with receiving emails and I have checked the incoming and outgoing settings for Outlook and they are as Plusnet advise. That's as techy as I get.

When Outlook throws this wobbly I have always been able to send emails through logging on to Webmail, so there is a get around until Outlook is playing again. There seems to be no logic as to when Outlook throws its dummy out the pram and I have no idea if it is Outlook or something Plusnets side of things.

The second issue is - My folders created within the email Inbox have vanished - initially just in Webmail and now in Outlook as well.

Earlier this year when logging on to Webmail a notice appeared - and still shows now - saying that Plusnet have temporarily 'disabled the sort function' and I could no longer see the Inbox folders I had created or any of the emails I had placed in them. I could still see the folders and their content emails in Outlook so could still 'move' emails etc that way.

However, in the last 2 weeks all my Inbox folders have now vanished in Outlook too.

I have not backed up any of the messages in these folders which is a pain,but I will survive.

I did join in to a different topic as I thought the issues may be related to me not paying anything for a few years now in relation to the email address, and someone called Townman kindly replied as follows:

I suspect that your mailbox might have been migrated and it will thereafter take time for YOUR email client to catch up (resync) with the new server. All of your email should be visible via the Webmail interface, which sorts newest to oldest.

There is potentially a wrinkle; if you have put email into folders, you might need to resubscribe to those folders. If you need more guidance, please create a new thread.

I get the migration bit, but all emails are not visible on Webmail. i.e. I cannot see any emails that were in folders only the ones that remained in the Inbox and the sending emails using Outlook issue has been on and off for over a year now.

As for the potential wrinkle - how do I "resubscribe" to those folders and will their old emails just re-appear when I do as they do not appear to have just been moved back to the Inbox?

More guidance would be appreciated and sorry for the long winded explanation,

Lisa

Re: Sending email issues and Inbox folders missing from Webmail and Outlook for my Madasafish.com em

Townman — Wed, 17 Sep 2025 17:18:02 GMT

Hi Lisa,

Always really nice to see someone has researched the existing information before asking the questions. Your issues seem to boil down the following...

Intermittent issues sending emails
Missing folders
Missing inbox contents

The intermittent sending could be numerous transient issues; unfortunately email clients treat every issue as a password failure, so other means are required to find out what is happening. Given that your have a MAAF email service, there is a fair chance that Plusnet might not be your ISP; that adds a few other flies into the ointment for this issue.

Can you please run the email server connection diagnostics - see the link below.

I am not clear about the migration status of MAAF (I have asked for clarification). Certainly there is some suspicion that IMAP folder subscription status is not being transferred across on migration. That can be fixed either by the (proper) Outlook client or via webmail, doing either fixes both...

Outlook - right click on the inbox in the left panel, click IMAP folders... click QUERY, select any folder which does not have the folder icon and click SUBSCRIBE
Webmail - bottom left, click the cog - select manage folders - tick folders not ticked - click SAVE (I think)

Following migration, it might indeed take a while for local IMAP clients to full resync the mailbox.

Hope that helps?

Re: Greenby transfer - IMAP users

Mav — Wed, 17 Sep 2025 18:29:58 GMT

Moderator's to note(s):

Thread moved from Everything Else to Email.

Re: Sending email issues and Inbox folders missing from Webmail and Outlook for my Madasafish.com em

LisaF — Wed, 17 Sep 2025 19:43:22 GMT

Thank you Townman,

Bit late for me to try your fixes, but I will tomorrow and let you know how it goes.

Being non-techy email works like snail mail to me.

I open Outlook or go to Webmail.

New emails appear in my Inbox - like letters posted through my house letter box by the postmen - via the wonders of the World Wide Web "postal service" that recognizes where emails addressed to me need to go.

When I want to send an email the reverse happens by me pressing send so it gets posted in an internet Post Box and the email then goes where I have addressed it to 🙂

Lisa

Re: Sending email issues and Inbox folders missing from Webmail and Outlook for my Madasafish.com em

LisaF — Thu, 18 Sep 2025 15:06:59 GMT

Hi Townman,

Thank you so much for the folder fix - I have my Inbox folders back - with their emails. I did the steps in Outlook and they are back on Webmail too. I am one happy bunny.

It has reminded me that I must go through each one and delete as much as I can - a bit of Autumn email clearing.

As for the server connection diagnostics link - I could not see anything in the line below or is it somewhere else within your reply? Was it in the various red boxes? One did say email diagnostics.

Lisa

Re: Sending email issues and Inbox folders missing from Webmail and Outlook for my Madasafish.com em

Townman — Thu, 18 Sep 2025 20:08:02 GMT

Good to hear that the advice above FIXED IT FOR YOU!

Diagnostics - the last of the six buttons below.

MAAF is not yet in the migration programme, so no additional complications!

Moderator's note:
Fix assignment corrected.

Re: Sending email issues and Inbox folders missing from Webmail and Outlook for my Madasafish.com em

LisaF — Thu, 18 Sep 2025 15:40:20 GMT

Townman,

Emails are sending in Outlook at the moment so I will wait for the next wobble to run the diagnostics - I have kept the link and printed it out ready.

Thank you again. So pleased I found this community.

Lisa