This article is valid for both new plans (purchased on or after June 2, 2026) and legacy Private Email plans (purchased before June 2, 2026).

This article explains what to do if you notice that some or all of your emails have disappeared from your mailbox.

If you find yourself in a situation where some of your emails are missing, do not panic. In most cases, they can be recovered.

Before reaching for help, we recommend doing a quick investigation first. Ask yourself, have you set up anything new for your mailbox recently, a filter rule, email forwarding, an email client or app, or an IMAP tool? If emails have disappeared recently, it is most likely related to some recent actions.

If you notice that emails are disappearing right after they arrive, it’s likely caused by a filter rule or an email client setting.

To rule out unwanted email client activity, try changing your mailbox password. This will remove the client’s access automatically.

Keep in mind that temporary browser or client glitches, or even accidental clicks, can sometimes delete or move emails without you realizing it.

Here are a few things you can do that may help you retrieve your emails:

• Make sure to check all your folders: Archive, Trash, etc.

Sometimes emails can be moved to the trash folder or marked for deletion by an email client you use, or you may have accidentally moved them yourself.

Also, make sure to check the same folders across all your devices and email clients. If you’re using a POP3 account that hasn’t synced with the server yet, it may still contain emails that don’t appear in Webmail or IMAP clients.

• Check your POP3 accounts

Unlike IMAP, POP3 downloads emails from the server and stores copies locally on your computer. Depending on your email client’s settings, it may delete the copies on the server after downloading.

This can be useful if you don’t have a stable internet connection, or if something happens to the emails on the server. A local copy saved by POP3 may still contain everything you need.

• Check if you have email forwarding or any filter rules set up (in both webmail and email clients/apps you use)

The email forwarding feature can send emails to another address without keeping a copy on the server. This means the original email is removed from your mailbox after it is forwarded. Check the destination mailbox, as your emails are most likely there.

It may also happen that a filter rule does not work the way you intended. So make sure to check those as well. Here is how you can check Private Email rules (legacy platform, new platform), cPanel email rules, and Jellyfish rules. Unfortunately, if emails are deleted by filter rules, they are not included in server backups and cannot be recovered.

• Check if all folders are shown in the webmail or email client you use

For email accounts on legacy infrastructure (purchased before June 2, 2026), it is possible that a folder exists on a server but is not included in IMAP subscriptions, and as a result not shown in the interface. Make sure that all folders are included in IMAP subscriptions. Here is a helpful guideline.

Verify that all email folders are visible and accessible in your webmail interface or email client. If you use an email client (such as Outlook, Thunderbird, or Apple Mail), ensure that the settings are correct and the account is fully synced with the mail server. Check that the folders have not been accidentally deleted, hidden, or moved.

If none of the above steps help, please do not hesitate to contact our Customer Support team - we’ll do our best to get your emails up and running again.

When contacting our Support Team about email restoration, please include the following information:

• Have you checked filter rules or forwarding settings? Yes/No
• Have you changed your password to disconnect email clients? Yes/No
• Date of the missing email(s) or when you last saw them in your mailbox

For Private Email - backups are made daily and are stored for 14 days for legacy subscriptions, and up to 4 weeks for subscriptions on a  new platform.

For Hosting services, each server's data is backed up once every 3-7 days, depending on the account type and server specification. You can find more details here.