Email

Need help with email? Ask your email questions online

Ask a Computer Expert,
Get an Answer ASAP!

On Monday I was working with an Apple Store trainer to try…

Customer Question
On Monday I was...

On Monday I was working with an Apple Store trainer to try to organise my email. When I opened my email that evening all my prior email messages since that Monday session were gone. There are messages which I would like to access. They are not in the trash. The Genius Bar tried to help, but decided best to contact Google

Technician's Assistant: Are you logged into your email account on any other devices?

No

Technician's Assistant: Do you have security questions or a phone number on file to help reset your password?

While we were working on the problem, I had to change my email to a new email.

Technician's Assistant: Anything else you want the Email Expert to know before I connect you?

I hope the email expert can determine what happened to the prior emails.

Submitted: 9 months ago.Category: Email
Show More
Show Less
Ask Your Own Email Question
Answered in 2 minutes by:
11/29/2017
Email technician: Jason Jones, Computer Technician replied 9 months ago
Jason Jones
Jason Jones, Computer Technician
Category: Email
Satisfied Customers: 19,747
Experience: 10+ years of work experience.
Verified

Hello,
I look forward to helping you today.

I must ask a question or two before we begin. Thank you in advance for taking the time to answer.

Which program do you use to access your email (Outlook, Mac Mail, Entourage, Internet Explorer, Firefox, etc)?

Thank you,
Jason

P.S. If you do not know the answers to any of my questions or are confused about something, please let me know by replying on this page.

Ask Your Own Email Question
Customer reply replied 9 months ago
Not sure. Google?
Email technician: Jason Jones, Computer Technician replied 9 months ago

Thank you for the update. May I connect with you remotely to troubleshoot the issue directly? When the remote session begins, we will be able to communicate back and forth via a chat window that will appear on your computer screen.

Ask Your Own Email Question
Customer reply replied 9 months ago
No
Email technician: Jason Jones, Computer Technician replied 9 months ago

Okay, thank you. Which program do you use to access your email? Your answer was "Google". "Google" is not an application. Are you referring to "Google Chrome"?

Ask Your Own Email Question
Customer reply replied 9 months ago
No. My server is FIOS. Is that what you mean?
Email technician: Jason Jones, Computer Technician replied 9 months ago

No, FIOS is your Internet system.

"Which" program do you open when you access your email?

Ask Your Own Email Question
Customer reply replied 9 months ago
Mail.app?
Email technician: Jason Jones, Computer Technician replied 9 months ago

May I ask what that means? Which icon do you click to open your email window?

Ask Your Own Email Question
Customer reply replied 9 months ago
Mail
Customer reply replied 9 months ago
I use the icon Mail
Email technician: Jason Jones, Computer Technician replied 9 months ago

You do not want me to remotely connect. How do you wish for me to recover your emails?

What did the 'Apple Store Trainer' do to your system?

Ask Your Own Email Question
Customer reply replied 9 months ago
I'm not prepared to pay $39 for the remote connection now. We don't know what happened to my emails. It happened only in my gmail account. Other accounts are okay. The emails prior to Monday afternoon are gone. They are not in the trash.
Email technician: Jason Jones, Computer Technician replied 9 months ago

Can you ask the 'trainer' what they did?

Ask Your Own Email Question
Customer reply replied 9 months ago
The trainer did not do anything. I was working in a group and I don't know what I did.
Email technician: Jason Jones, Computer Technician replied 9 months ago

What does it mean when you say that you were working a group?

Ask Your Own Email Question
Customer reply replied 9 months ago
There were three clients and we were learning more about how to use our email.
Email technician: Jason Jones, Computer Technician replied 9 months ago

Is your Gmail account setup to use the IMAP or POP3 protocol?

Ask Your Own Email Question
Customer reply replied 9 months ago
IMAP protocol
Email technician: Jason Jones, Computer Technician replied 9 months ago

Click the All Mail folder. Are you emails visible in that folder?

Ask Your Own Email Question
Customer reply replied 9 months ago
but not the emails prior to Monday, November 27th
Email technician: Jason Jones, Computer Technician replied 9 months ago

That is not good news. Do you have any idea what you may have done? Did you remove the account, add the account, etc, etc?

Ask Your Own Email Question
Email technician: Jason Jones, Computer Technician replied 9 months ago

If you log into your account on the following page and click the All Mail link, do you see the missing emails?

Log in: http://www.gmail.com

Ask Your Own Email Question
Customer reply replied 9 months ago
No, they do not appear.
Email technician: Jason Jones, Computer Technician replied 9 months ago

I am sorry to hear that. Without remotely connecting, there is not much else that I can do, safely. I will opt out and allow another to help you.

Ask Your Own Email Question
Customer reply replied 9 months ago
That's okay. I am working on a new computer. My external hard drive would not give us access on this new computer. Very complicated. The old computer is still working and may have what I am looking for. I do not have it with me, but will check when I move the where it is located. Thanks for your help. I don't know what I did, but it is not a tragedy.
Customer reply replied 9 months ago
Give me time to check the other computer and I will get back to you if need be.
Email technician: Jess M., Computer Support Specialist replied 9 months ago
Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 2,556
Experience: Computer Software Support Specialist for more than 10 years
Verified

Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

Do you still need help with this problem?

Please let me know by replying to me here so that I can help you further.

Best regards,
Jess

Ask Your Own Email Question
Was this answer helpful?

How JustAnswer works

step-image
Describe your issueThe assistant will guide you
step-image
Chat 1:1 with an email technicianLicensed Experts are available 24/7
step-image
100% satisfaction guaranteeGet all the answers you need
Ask Jess M. Your Own Question
Jess M.
Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 2,556
2,556 Satisfied Customers
Experience: Computer Software Support Specialist for more than 10 years

Jess M. is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around.

EstherWoodstock, NY

Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know.

RobinElkton, Maryland

< Previous | Next >

Meet the Experts:

Jess M.

Jess M.

Computer Support Specialist

2,556 satisfied customers

Computer Software Support Specialist for more than 10 years

Kamil Anwar

Kamil Anwar

Exchange & Email Consultant

1,765 satisfied customers

8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.

Chris L.

Chris L.

Support Specialist

1,718 satisfied customers

Certified Email Expert with over 10 years experience.

James K.

James K.

Consultant

1,585 satisfied customers

Technical Director of IT Company

Frederick S

Frederick S

Computer Specialist

701 satisfied customers

Computer technician; founder of a home PC repair company.

IT Miro

IT Miro

Computer Scientist

686 satisfied customers

Bachelor's Degree in Information Technology, Microsoft Certified Professional

A. Stevens

A. Stevens

Computer Engineer

530 satisfied customers

10+ years of Desktop, Laptop, and Server troubleshooting and support.

< Previous | Next >

Related Email Questions
I have a email from outlook on my phone since Friday that
I have a email from outlook on my phone since Friday that will not delete. … read more
bbao
bbao
Freelance IT Consultant
74 satisfied customers
My brother-in-law just deleted all the messages in my Gmail
My brother-in-law just deleted all the messages in my Gmail Inbox, and they are not in my Trash folder, either. They seem to be gone completely, and I would like to get them back. Do you think that Go… read more
Jess M.
Jess M.
Computer Support Specialist
Bachelor's Degree
2,556 satisfied customers
I have not received any email since Wednesday March 21st. I
I have not received any email since Wednesday March 21st. I have confirmed some has been sent to me. Although it appears that I can send e-mail, it does not show up in my sent box. … read more
bbao
bbao
Freelance IT Consultant
74 satisfied customers
I compose a cryptic crossword for The New Zealand Herald,
I compose a cryptic crossword for The New Zealand Herald, and every Monday morning send out a 'newsletter' with answers etc to that crossword of teo days previously. This goes to about 150 people. Thi… read more
Benjamin Larson
Benjamin Larson
Software Development Engineer
Bachelor
43 satisfied customers
Got a new iPad. Was told all systems go. Now cannot access
Got a new iPad. Was told all systems go. Now cannot access my gmail acct on iPad phone or computer … read more
bbao
bbao
Freelance IT Consultant
74 satisfied customers
I was just talking but backed out of google chrome, having
I was just talking but backed out of google chrome, having my doubts about chrome's security, since the 24th october, 2017 all of my google email messages have disappeared from my inbox and archive fo… read more
bbao
bbao
Freelance IT Consultant
74 satisfied customers
Last Thursday an e-mail message I wrote on my MacBook Pro
Last Thursday an e-mail message I wrote on my MacBook Pro showed up on my iPhone 87 times. I went to the Genius Bar and the Genius deleted the messages, hoping that fixed a glitch. Yesterday another m… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,549 satisfied customers
Mistakingly deleted emails and file folders in GMail
mistakingly deleted emails and file folders in GMail account. I have located a lot if not all the emails in All Mail and Trash, but hoping to find File Folder labels and contents … read more
Josh
Josh
It Support Specialist
Associate Degree
5,163 satisfied customers
WAs emptying Google email in trash bin. That went fine. But,
Hello. WAs emptying Google email in trash bin. That went fine. But, because I am using a MacBook, Apple wasn't satisfied. Still said I needed to upgrade storage. WAsn't ready to do that, so.....I proc… read more
bbao
bbao
Freelance IT Consultant
74 satisfied customers
I got this message: Someone just used your password to try
I got this message: Someone just used your password ***** try to sign in to your Google Account***@******.***, using an application such as an email client or mobile device. Details: Wednesday, Januar… read more
Byron
Byron
IT Support Specialist
Bachelor's Degree
411 satisfied customers
Well, I deleted the trash and spasm and then the trash
Well, I deleted the trash and spasm and then the trash again. When I went to my labelled folders, all my email was gone.....I really need some of them. How do I restore? Thank you … read more
Jess M.
Jess M.
Computer Support Specialist
Bachelor's Degree
2,556 satisfied customers
Someone hacked into my iCloud account and deleted emails
Someone hacked into my iCloud account and deleted emails from my aol account. The emails were old. I think that they deleted them a while ago, as much as 2 years ago, even. Any chance of recovering th… read more
Jason Fenoglio
Jason Fenoglio
45 satisfied customers
Yesterday I installed your latest update. This morning, everything
Yesterday I installed your latest update. This morning, everything is gone! All my contacts, all saved emails, trash. Everything I had saved prior to that update is GONE! What the hell did you do with… read more
Bryan
Bryan
735 satisfied customers
Hi - I had a number of folders with iPhoto. They have now
Hi - I had a number of folders with iPhoto. They have now just dissappeared and I can't find them anywhere. Can you please help. Thanks. Peter… read more
JustAnswer-Eric
JustAnswer-Eric
Senior Security Consultant
Bachelor's Degree
77 satisfied customers
My g-mail account was compromised and although I recovered
Hello! My g-mail account was compromised and although I recovered control over it (I believe) - I seem to have lost all the stored e-mails and my address book. The structure of the files (their name a… read more
Viet -MS Office Tech
Viet -MS Office Tech
Computer Technican
Bachelor's Degree
997 satisfied customers
Im having a problem with my Inbox in Eudora OSE/Thunderbird
I'm having a problem with my Inbox in Eudora OSE/Thunderbird for Macintosh. Initially I was finding that the program would not open my assigned browser when I clicked on a link. Then, when I quite the… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,549 satisfied customers
i was hacked and all of my emails prior to that day are gone.
i was hacked and all of my emails prior to that day are gone. Is there a way to restore emails now that i have regained access to my account?… read more
Daniel
Daniel
Bachelor's Degree
1,568 satisfied customers
After compag worked on my computer for some reason all of my
After compag worked on my computer for some reason all of my messages have been erased. I need for them to be retrieved. All email messages are gone and not in trash I have google mailing address xxxx… read more
Bryan
Bryan
IT Consultant
8,751 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x