A conversation or mailbox is missing

Start with the work set

1. Check the selected inbox and folder.

   My Inbox, Workspace inbox and a named shared inbox have different scopes. Done, Drafts, Sent and Snoozed are separate destinations.

2. Clear search and filters.

   Check the toolbar and any saved view you opened. Remove a constraint that could exclude the conversation.

3. Search more broadly.

   Search in the current inbox first, then use Search everywhere when the result is outside that scope.

4. Inspect the additional folders.

   More can contain destinations that are not pinned in your sidebar.

Check visibility and membership

Inbox settings → Layout controls which sidebar destinations are shown. A hidden link and an inaccessible inbox are different problems. Ask the inbox owner to review membership when you cannot find the inbox through the permitted navigation.

For one missing conversation, ask a teammate with access to check Who can see this. It may have been moved, marked done or removed from your access. A copied link does not change that permission.

Check the mailbox’s condition

Inbox settings → Mailbox shows connection and sync controls. Read any warning and review the source before reconnecting. A disconnected mailbox can leave existing messages available while new mail stops arriving.

Kept out, Spam and Trash can explain why mail is absent from the active queue. Inspect the relevant destination before adding a duplicate client or conversation.

Send a useful support request

Include the inbox name, folder, approximate message date, subject and the action that preceded the problem. Explain whether one conversation or all new mail is affected. Keep passwords, authorization codes and private message content out of your request.