Update on Mail Issues

Posted Jan 26th 2011 05:47PM by the AOL Mail Team
On behalf of everyone here at AOL, our deepest apologies for inconveniencing you with the AOL Mail challenges you've been experiencing this week.

We recognize how much you depend on AOL, and having something as critical as your email become unavailable, even for a short period of time, is painful. Please know we are working on ways to avoid these types of problems in the future, but for now we're most critically focused on getting your messages restored.

In a nutshell, what happened is that during system upgrades, the contents of some accounts were deleted. Fortunately, we've begun the process of restoring the emails, but this will take some time.

We're working around the clock to get everyone back up and running quickly, and expect to have mail restored by the end of the day Friday, Jan 28th 2011. We will continue to update you on our progress.

After affected accounts have been restored, there will be a change in the location of the messages that were missing. Instead of these messages showing up in your inbox, or in folders where you moved them previously, they'll instead be consolidated into a new folder called "Recovered Mail". Likewise, any missing sent messages will be consolidated into a new folder called "Recovered Sent Mail."

Here are a few screenshots illustrating how your inbox will look after you've been restored:

AOL Mail Client

Project Phoenix

AOL Mail Classic

Again, our apologies for this failure. We are terribly embarrassed by this situation, and are committed to restoring your trust in AOL Mail.

We'll be keeping you updated as the team progresses through the restoration process via this Blog, Twitter, and Facebook.

If you have any questions, please head over to AOL Help. That's where we're addressing all inquiries and feedback.