Deleting ghost Xfinity email subfolders

My Xfinity email has some mystery subfolders under the "Trash" main folder. I did not create them, either in Xfinity or in my Outlook client. If I select one of these folders and click "Delete", the folder will go away momentarily, but within 3 seconds they re-appear again. This happens whether I am using my Outlook client or am logged in to Xfinity directly. Ideas?

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Accepted Solution

CCAnna

Problem Solver

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874 Messages

2 years ago

Thank you for reaching out over Xfinity Forums, @Colorado_Cool! This sounds like a unique situation. First, I have this link that will provide a step-by-step guide for creating and moving folders https://www.xfinity.com/support/articles/move-email-in-xfinity-connect. Have tried moving the folder out of the "trash", making sure you don't have emails in it, and then deleting it again?

Are you using an App to access your email or a web browser? After deleting them, have you tried clearing cache and cookies or uninstalling the app and reinstalling? I appreciate you trying a little troubleshooting. I am sure working together we will get to the bottom of this!

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Colorado_Cool

Visitor

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6 Messages

@XfinityAnna

I discovered that the "ghost" folders are a result of Microsoft Outlook 2019 remembering all IMAP folders that you ever subscribed to, even if they no longer exist on the mail server. To correct this, you have to select the folder in Outlook, right click and pick "IMAP Folders", pick the "Subscribed" tab, and then click the QUERY button with the query field blank. You can then select the subscribed folders you want to get rid of and click "Unsubscribe". Once they are no longer subscribed to, you can delete them from the Outlook folder, and they will no longer return unless you have failed to remove them from the mail server first.

Thanks for your help!

2 years ago

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Colorado_Cool

Deleting ghost Xfinity email subfolders

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