Pcdubu1
Level 1: Cadet

Manage Mailboxes missing

My issue is with Manage Mailboxes - one screen tells me I have 11 email addresses (which is correct), but when I click on manage mailboxes, a message come up saying I don’t have ANY mailboxes set up. This is despite 3 addresses being in daily use, meaning they exist but I just can’t see them or get to them. Any suggestions on how to get Mange Mailboxes back. I’ve logged a case with Telstra but all is quiet on resolution, beyond escalation.

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5 REPLIES 5
IvanS
Support Team
Support Team

Re: Manage Mailboxes missing

Hi @Pcdubu1

 

Is this issue specific to your Webmail when logging in here: https://tel.st/5mg4y or when using an email client such as Outlook? 

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Pcdubu1
Level 1: Cadet

Re: Manage Mailboxes missing

Hi,

the issue is with MyTelstra. Whether using the App or webpage, I go into my profile and it tells me I have 11 email accounts (correct) - but when I select Manage Mailboxes it says I don’t have any  email accounts. If I go to personal details to select edit my email account, it auto goes through a number of screens to arrive at Telstra shop and a message I need to log in to edit (but of course I am already logged in).

Cheers

Peter

Greg_Buch
Support Team
Support Team

Re: Manage Mailboxes missing

Thanks for the update, Peter, and I trust this can be sorted out soon. Some unused email addresses are being closed off (if not used in over 180 days, and with notification sent to customers advising before the accounts are closed), but if the online account is showing all of the active addresses you should be able to access and manage them online. This can be investigated and followed up further by our Tech teams through the 'Get Help' section of the My Telstra app, https://tel.st/p9up5. If you send us a message there and get on with your day a Tech consultant will get in touch with you to investigate.

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Pcdubu1
Level 1: Cadet

Re: Manage Mailboxes missing

Thanks Greg, I went through that process before starting this thread, Support couldn’t help but escalated the ticket, took my mobile number, but haven’t heard anything for 3-4 days. I’ll start another ticket. Just to be clear, a screen tells me I have multiple current Mailboxes, but when I click Manage Mailboxes, the screen that comes up says I don’t have any, and to cl8ck a non-e instant Add button to create one. 

MammaB
Support Team
Support Team

Re: Manage Mailboxes missing

Morning, we do have a team on hand who specialise in MyTelstra issues. I think it would be an option to submit a request for assistance in this matter with them. Just register here  https://tel.st/bhqed

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