Wrong pasword or user name can mean either or both are incorrect, but it can also mean they maybe correct but not for the server settings you have selected. EG: You may have got IMAP selected but the actual server settings being used are for POP. Make sure you do not have caps lock on keyboard selected.

If you have not created the account yet.

• Menu icon > New Messages > existing mail account
• enter name
• enter email address
• enter password (same one you use to access webmail)
• select checkbox to remember password
• click on 'Continue'

wait for thunderbird to try to locate settings.

• Click on 'Manual Config' button
• Check that the type 'IMAP' or 'POP' is correctly selected.
• Check all other server details are correct for the type selected.
• Check User Name is full email addess

click on 'Done' to create account.

If you have already created the mail account but it does not work.

• Right click on mail account name in Folder Pane and select 'Settings'
• select 'Server settings'

Is the 'Server Type' POP or IMAP ? Is the 'Server Name' correct eg: server type is POP but you are using imap server settings? Double check the 'User name' - most servers use the full email address.

If unsure post info: In Thunderbird

• Help > Troubleshooting Information
• DO NOT select 'Include account names'
• click on 'Copy text to clipboard' button
• In this forum question, right click in a 'Post a Reply' text box and select 'Paste'
• Remove all info on fonts and printers but nothing else.

Application Basics

   Name: Thunderbird
   Version: 52.7.0
   User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:52.0) Gecko/20100101 Thunderbird/52.7.0
   Profile Folder: Open Folder

             (Local drive)
   Application Build ID: 20180322145026
   Enabled Plugins: about:plugins
   Build Configuration: about:buildconfig
   Memory Use: about:memory
   Profiles: about:profiles

 Mail and News Accounts
   account2:
     INCOMING: account2, , (none) Local Folders, plain, passwordCleartext

   account3:
     INCOMING: account3, , (imap) nlls5.a2hosting.com:993, SSL, passwordCleartext
     OUTGOING: , nlls5.a2hosting.com:465, SSL, passwordCleartext, true

   account4:
     INCOMING: account4, , (imap) nlls5.a2hosting.com:993, SSL, passwordCleartext
     OUTGOING: , nlls5.a2hosting.com:465, SSL, passwordCleartext, true

 Crash Reports
   https://crash-stats.mozilla.com/report/index/bp-7b92f86c-8084-4139-bae9-502262160913 (13/09/2016)

 Extensions
   Lightning, 5.4.7, true, {e2fda1a4-762b-4020-b5ad-a41df1933103}
   McAfee Anti-Spam Thunderbird Extension, 3.0, false, msktbird@mcafee.com

 Important Modified Preferences

   Name: Value

     accessibility.lastLoadDate: 1520932237
     accessibility.typeaheadfind.flashBar: 0
     browser.cache.disk.capacity: 358400
     browser.cache.disk.filesystem_reported: 1
     browser.cache.disk.smart_size_cached_value: 358400
     browser.cache.disk.smart_size.first_run: false
     browser.cache.disk.smart_size.use_old_max: false
     dom.apps.reset-permissions: true
     extensions.lastAppVersion: 52.7.0
    
     
    
   
     mail.openMessageBehavior.version: 1
     mail.winsearch.firstRunDone: true
     mailnews.database.global.datastore.id: 39ddabbd-3f91-42d0-881c-a7743911b1c
     mailnews.database.global.views.conversation.columns: {"threadCol":{"visible":true,"ordinal":"1"},"flaggedCol":{"visible":true,"ordinal":"5"},"attachmentCol":{"visible":false…
     mailnews.database.global.views.global.columns: {"threadCol":{"visible":true,"ordinal":"1"},"flaggedCol":{"visible":true,"ordinal":"3"},"attachmentCol":{"visible":false…
     media.gmp.storage.version.observed: 1
     network.cookie.prefsMigrated: true
     network.predictor.cleaned-up: true
     places.database.lastMaintenance: 1523005986
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     plugin.importedState: true
     security.sandbox.content.tempDirSuffix: {867e2085-a134-4cc8-8736-1719d8879b76}

 Graphics

     GPU #1
     Description: AMD Radeon HD 7660G
     Vendor ID: 0x1002
     Device ID: 0x9900
     RAM: 512
     Drivers: aticfx64 aticfx64 aticfx64 amdxc64 aticfx32 aticfx32 aticfx32 amdxc32 atiumd64 atidxx64 atidxx64 atiumdag atidxx32 atidxx32 atiumdva atiumd6a atitmm64
     Driver Version: 15.200.1055.0
     Driver Date: 7-6-2015

     Features
     Direct2D: false
     DirectWrite: true (10.0.16299.15)
     WebGL Renderer: Google Inc. -- ANGLE (AMD Radeon HD 7660G Direct3D9Ex vs_3_0 ps_3_0) -- OpenGL ES 2.0 (ANGLE 2.1.0.2a250c8a0e15)

     AzureCanvasBackend: skia
     AzureCanvasAccelerated: 0
     AzureFallbackCanvasBackend: cairo
     AzureContentBackend: skia

 JavaScript

 Incremental GC: 1

 Accessibility

   Activated: 0
   Prevent Accessibility: 0

 Library Versions

     Expected minimum version
     Version in use

     NSPR
     4.13.1
     4.13.1

     NSS
     3.28.6
     3.28.6

     NSS Util
     3.28.6
     3.28.6

     NSS SSL
     3.28.6
     3.28.6

     NSS S/MIME
     3.28.6
     3.28.6

Hi! Have tried all that. Server settings are definitely correct and are in fact identical to other 2 accounts which are already configured to the client and are up and running just fine. Server type is defo IMAP Username and password are def correct too.

The info above shows accounts already created, but does not show the new one you tried to setup. So I cannot verify the settings you entered and Thunderbird tried to use, really are the same.

Access the Webmail account using a browser. https://www.a2hosting.co.uk/kb/cpanel/cpanel-mail-features/e-mail-accounts To view client configuration information for the account, click More, and then click Configure Email Client. Configuration information for the account is listed under Manual Settings.

Please double check all details. Is there anything in the webmail account email address which requires you to actually select imap or pop forwarding. Maybe it is not auto selected/switched on for the new/additional email address?

Check the server settings are still the same, using nlls5 make sure you typed in full email address and did not use copy paste. Make sure no typos eg: used a comma instead of full-stop/period.

When attempting to create account click on 'Manual Config' button Post image of the setup window. Or if you prefer... send image to myself : mail at anje dot co dot uk I do not usually respond using that email address, I put responses in this forum.

Thanks! Mailed you.

re: email sent to me where username = email address for the account you are trying to create. Are you receiving emails into that username email address?

Sorry I don't understand the question? I mailed you from admin@lucysparkles.com from my Thunderbird mail client Account I am trying to configure to same Thunderbird mail client on same device is tickets@lucysparkles.com

Are you receiving emails into the 'tickets' email address?

Ah I see. Yes, I sent a test mail to tickets@ and I can see when I access the account via Roundcube on Webmail that it has been delivered.

I'll send one as a test from outside your server. Please check to see if it arrives ok.

Yep, arrived 15:32.

UPDATE: Create the account even if it is not working.

Now you have created the account, even if not working please check the following to ensure Thunderbird really has stored the correct information.

• 'Menu icon' > 'Options' > 'Options' > 'Security' > 'Passwords' tab
• click on 'Saved Passwords' button

You should see two lines showing information for each mail account. One for imap://mail account One for smtp://mail account

• click on 'Show Passwords' button

make sure window is wide enough so plenty of space is seen to the right of the User Name and Password entries.

Checking the latest mail account for both imap and smtp lines. Does the User Name show correct email address ? To check if there are any hidden spaces.

• right click on line and use 'Edit Username' option

The user name will become highlighted, but the highlight should end on the last letter, there should not be any highlighted section just beyond the last letter or before the first letter. As example I have added two images below. the first shows a good one with no hidden spaces. the second one is bad, it has a space at the front and a space at the end.

• You need to edit to make sure there are no hidden spaces and email address is correct with no typos and no commas where there should be full stops.

Is password correct? does it have any hidden spaces. Perform same test to check all is correct.

• right click on line and use 'Edit Password' option
• Edit to ensure it is correct with no hidden spaces and that spelling, case sensitivity etc is correct. Completely clear content and retype password

Do this on both imap and smtp lines.

• click on 'Close'
• click on 'OK'

Exit thunderbird Wait a few moments for background processes to complete. Start Thunderbird.

Sorry forgot to add images. Here they are.... :)