When the user tries to delete an email using webmail, the email does not move to trash

Issue

When the user tries to delete an email using webmail, the email does not move to trash. On message status column, there is a red bold cross sign (like delete icon) or circle with a slash through it. When using IMAP, there is an error stating "Message could not be moved to trash".

Solution

This situation generally occurs with a single user, if the user preferences under Webmail options "Delete to Trash" action is set to No.

• Login to Webmail, as the user facing this issue.
• GOTO  Options>Mail>Settings.
• Under "Message Actions", set "Delete to Trash" to Yes.

Description:

Delete to Trash: Select No or Yes (default).

This setting determines how the system handles deleted or moved messages. It also enables the Empty Trash menu item in the Delete menu.

If you select:

Yes: Messages you select for deletion are moved to your Trash folder and automatically deleted after a period of time set by your administrator; messages you select to move are directly moved to the selected folder.

No: The Empty Trash menu item in the Delete menu is replaced with a Compact menu item. Messages you delete or select and move, are marked with the Deleted icon. You must select Compact in the Delete drop-down menu to irrevocably delete or remove them from the current folder.