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How to Locate Missing Emails and Folders in Microsoft Outlook (Plesk Email Hosting)

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If you updated your email settings or migrated servers (such as on canada18.rebel.com or canada2.rebel.ca) and notice that specific subfolders or older messages appear to be missing—while other folders remain intact—your emails may not actually be lost from the server.
 
In most cases, Microsoft Outlook has moved these messages into a local AutoArchive data file (.pst or .ost) on your computer, or stored them in a local offline data cache that is no longer syncing with the server.
 
This guide explains how to locate your local Outlook data files, retrieve missing messages, and prevent Outlook from automatically archiving or hiding your folders in the future.
 

Why Do Folders Go Missing in Outlook?

  1. Microsoft Outlook AutoArchive: Outlook has a built-in feature called AutoArchive that automatically moves older emails (e.g., messages older than 6 months or 1 year) out of your online mailbox and into a local .pst file saved on your computer's hard drive. When this happens, those folders vanish from both webmail and other devices.
     
  2. Local OST/PST File Separation: When switching server settings or re-configuring an IMAP account in Outlook, Outlook creates a fresh .ost cache file. Your older messages may still reside in the previous .ost or .pst file stored locally on your hard drive.
     
  3. IMAP Folder Root Path / Subscribed Folders: Outlook may sometimes fail to subscribe to or display deeply nested subfolders (such as Accounting > Receivables > 2025) until folder synchronization is refreshed.

Step-by-Step Recovery & Fix Guide

Step 1: Check Webmail First (webmail.yourdomain.tld)

Before searching your computer, log into your Webmail portal directly via your browser. Your Webmail address is always webmail.yourdomain.tld (for example, webmail.yourdomain.com or webmail.yourdomain.ca):
  • If the folders are visible in Webmail: The data is safe on the server. You simply need to refresh your Outlook folder subscription (Right-click Inbox in Outlook > IMAP Folders > Query > Subscribe).
     
  • If the folders are missing in Webmail: The emails were either archived locally by Outlook into a local .pst file or moved to an offline archive folder on your computer.

Step 2: Locate Local .pst and .ost Data Files on Your PC

Microsoft Outlook stores archived emails in local data files on your computer. You can check if your missing folders are sitting inside one of these local files:
  1. Open Microsoft Outlook on your computer.
  2. Click File in the top-left corner > Account Settings > Account Settings...
  3. Select the Data Files tab.
  4. Look for files named Archive.pst, Outlook.pst, or secondary account files.
  5. Highlight a data file and click Open File Location... to view the folder on your computer's hard drive.
How to Open an Archive File in Outlook:
Go to File > Open & Export > Open Outlook Data File (.pst). Select your archive file. It will appear in your left-hand Outlook sidebar under a separate section called Archives or Outlook Data File, where you can drag and drop your missing folders back into your main inbox.
 

Step 3: Review & Disable Outlook AutoArchive (Prevent Future Missing Folders)

To prevent Outlook from automatically stripping older emails out of your online mailbox in the future:
  1. In Outlook, click File > Options.
  2. Click Advanced in the left sidebar.
  3. Under the AutoArchive section, click AutoArchive Settings...
  4. Uncheck the box that says Run AutoArchive every X days.
  5. Click OK to save your settings.

Step 4: Server Restore Options & Important Warnings

If you have searched local .pst/.ost files and cannot locate the missing messages, our technical support team can perform a server-side mailbox restoration from a previous backup date (subject to backup availability).
CRITICAL BACKUP WARNING BEFORE SERVER RESTORATIONS:
Restoring a mailbox from a previous backup date reverts the mailbox back to its exact state on that date. Any new emails sent or received after the backup date will be overwritten and permanently lost.
Before requesting a server restoration:
  1. You must export a backup of your current mailbox locally (File > Open & Export > Import/Export > Export to a file (.pst)).
     
  2. Confirm in writing to our support team that you have backed up your current data and authorize the restoration.

Need Extra Assistance?

You can start a live chat on our website during our business hours or email our support team at service@rebel.com (or service@rebel.ca for Rebel.ca account holders).

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