If you have an email account with us and do a search for emails via your webmail or email client and don’t find emails that should appear, the index for your email account may have become corrupt. No mail has disappeared, but the automatic routines that run when searching do not find it.
To solve this, you can request a re-indexing of the email account. This feature is only available through the webmail provided through cPanel on the server where your email account is managed, so you need to log in there. You cannot access the function if you log in directly to cPanel, you must go through the webmail login.
Even if you have to start the re-indexing via webmail on the cPanel server, it will make searches work better in all webmails and email clients you use.
To find out which server to log on to, follow the instructions for logging on to the webmail here. Be careful to follow the instructions on how to access the webmail through Roundcube.
It is important that you make sure you do not log in to the App Suite, but go down the path that points to Roundcube.
After logging in, scroll down the page until you find the Search Index icon and click on it.
On the page you now land on, click on the Reindex button.
The server will now go through your email account and rebuild the index used for searches. Depending on how many messages you have on your account, it may take some time for the process to be completed, but once the server has finished, you should be able to search normally through all the messages on your email account again.