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Posts: 36
Registered: ‎07-13-2013
My Device: Z30
My Carrier: Cable & Wireless (FLOW)

How do I stop my IMAP messages disappearing off the BB after I've read them?

I have three accounts configured on my BlackBerry. One is POP3, another is an Exchange account, and the third is IMAP.


My default setting is for "Read" messages to be retained for 90 days but I notice the IMAP messages are disappearing from the BB after I read them on the computer.


How can I get them to stay as well? I sometimes need to refer to a recent message while I'm away from my desk and often find it's no longer available on the BlackBerry.

Hall of Famer III
Posts: 57,828
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG853), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: How do I stop my IMAP messages disappearing off the BB after I've read them?

Hi and Welcome to the Community!


With IMAP, there can be issues depending on how your email server handles things. Example -- with GMail, there are technically no "folders"...rather, only "labels", which the BB (via BIS) can present to you using a folder-like hierarchy. So, if perhaps the server is changing the label on read messages, then BIS would no longer "see" it as an Inbox message, and would dutifully remove it from display on the BB. But, I don't know that this is the case for you...this is only my theory of the moment. Nevertheless, there are some things you can try...

With a strong carrier network signal (e.g., not merely WiFi), I suggest the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):

1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network
  • Please wait for one "registration" message to arrive to your Messages app

2) Delete and Resend Service Books (pre-BB10 devices only)

  • KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
  • If you have no CMIME entry, then skip the deletion
  • KB02830 Send the service books for the BlackBerry Internet Service
  • Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.

3) Reboot

  • Pre-BB10 Devices ONLY. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes.
  • See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Hopefully that will get things going again for you! If not, then you should try deleting and re-adding your configurations for the affected email accounts. Otherwise, you should contact your mobile service provider for formal support.

Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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