Madasafish Email Account Password issue

[#1]

My Wife has a Legacy Madasafish Email account. She Uses Mozilla Thunderbird as her mail client and all is well. However we went away for a few days in September and we took her Laptop. She is unable to log in to webmail but it returns Invalid username or password. Please try again.. Username and password are definitely correct. When Webmail wouldn't accept User name & Password. I tried setting her mail up on the windows mail client, I get the same issue. 

We reset her password last year so we know the password is correct.

I am not looking to change the password for her because I don't want Thunderbird to become an issue as well and her not have any access to her emails.

Does anyone have any idea what is wrong, why can we not get in to Madasafish webmail or set up on Windows 10 mail client?

[#2]

Reset email password

Which ISP are you with, Plusnet or one of the other / legacy vISPs?

If you are not able to login to the email address using webmail, then it is likely that your email address has been identified as being compromised and has had its password changed. Where email address passwords have been changed to protect the integrity of the service, the account password is left unchanged.

Plusnet / Force9 / FreeOnline users can only change the password on the DEFAULT email address by changing the password on the user ACCOUNT through the user portal. You can change the password on a secondary mailbox using the Manage My Mail options in the user portal.

Brightview users (Madasafish / FreeNetName / GlobalNet / IC24 / ICScotland / Dialstart / Totalise) logging into webmail should use their full email address. Use the MAAF user portal to update the password on the default email address (change the account password) and use this MAAF guide to change the password on a secondary mailbox address. If you cannot recall the account password, you will need to contact support ... because the account password change process sends an email to the mailbox you cannot now access.

DO NOT USE THE SAME PASSWORD AGAIN for that would allow the continued exploitation of the account. The new password should be cryptic and not one used before.

Note that changing the account password will change the password used for logging on to the relevant user portal. If your email service is NOT a retained legacy service (one associated with a retired internet service account), then the password required by the router to connect to the internet will be changed too. If the router is a Hub Zero or a Hub One supplied by Plusnet it should update automatically. If not, you will need to log into the router, drop the connection, change the password yourself and reconnect.

On the assumption that the email address password has been compromised, I strongly recommend that wherever you have used that email address / password combination as access credentials to services such as Amazon, Netflix, eBay etc., that you also change the passwords on those service as well.