Thanks for contacting Microsoft support, my name is Vanessa M. Please allow me a few moments while I review the information you provided.

4:21 pm

Thank you so much for that information, may I know when did this issue started?

4:24 pm

Problems with mail app windows 10: When I forward a received email on hotmail.com account, will make sender on forwarded email automatic to smartcom.info (a previous email account I used years ago). Sender remains greyed out, and I can't send emails

4:24 pm

I dont have the smartcom.info account setup, so can't delete it

4:25 pm

 Thank you Frode , please keep your reference number XXXX, rest assured that this chat is fully documented. 

4:27 pm

Going back with your concern, can you try to use your webmail?

4:28 pm

Tyr forwarding the received email using your web mail online.

4:28 pm

hotmail.com online?

4:29 pm

yeah, thats what I did to come around the prob, but I want the mail.app to work properly

4:29 pm

the problem is the mail.app in windows 10, not the specific email forward problem

4:30 pm

I can forward using hotmail.com online, but I cant forward from my hotmail account in the mail.app

4:31 pm

I understand, just making sure that your email on your webmail is working good.

4:32 pm

ok

4:32 pm

Before we proceed, I just want to set your expectation that Answer Desk is a premium support. However, We provide complimentary support for easy-fix issues. In any case that we'll have a complex issue and would need me to remotely access your computer. I will introduce our premium support as an option later on for us to resolve the problem.

4:32 pm

ok

4:33 pm

Now may I know how many email accounts you have setup in your Windows Web mail?

4:33 pm

3

4:33 pm

1: Gmail

4:33 pm

2: Hotmail

4:33 pm

3: Sarepta Mail (custom made zoho mail)

4:33 pm

I can't reply either from the hotmail account. Same problem, sender becomes smartcom.info and greyed out so I cant change it

4:34 pm

Also: in my outlook account on other laptop, my "sent mails" folder is gone. If you know how to get that back to, I'd appreciate it

4:37 pm

sent mail for hotmail email account in outlook that is

4:38 pm

Alright so here's the thing Frode, since your email is working fine using your web mail, It seems that there are underlying issues on the system that are causing this problem to emerge. I believe these are caused by system core corruption, 3rd party conflicts or could also be a possible malware infection. I strongly suggest that we address this concern right away before it conflicts with other programs.

4:39 pm

4:39 pm

does premium support involve payment?

4:40 pm

Yes Frode, since basic resolution might not help us resolved this issue. Since we need to use advance tools such us remote session so I can remotely connect into your computer and have this issue fix. We have two options for our Premium Support.

4:41 pm

I have had several issues before and always gotten help, remotely or otherwise. Is it new policy from Microsoft to no longer support their own software?

4:43 pm

This seems to be a bug if you ask me. So it's not even user guidance. It's fixing your own messed up system

4:45 pm

This issue is no longer part of Warranty support, that is why on set I did set your expectation that if the issue is complex, we have Premium support to offer.

4:46 pm

If you want I can send you links in your email, that includes that steps that you can try on your own.

4:47 pm

Ok lets check if the "basic" fix

4:47 pm

As a note; this really **** me off, and I will if possible use other supported products in the future

4:48 pm

as in other suppliers

4:48 pm

Sure, I'll be sending you the links after the chat.

4:48 pm

First time I have heard of a company which issue a bug and want money to fix their own mistake

4:49 pm

Could you please make a report of this and send to your superviser / manager?

4:49 pm

It's you who uses the program, and we can only the best we can. This issue is a complex issue that needs advance tools to fix.

4:49 pm

please add me in email history: *** Email address is removed for privacy ***

4:50 pm

Sure will do Frode.