I asked this question in 2017 and not one person could give me any sort of answer. So almost two years later I am returning.

Can anybody answer ???

Thanks

Hi Andrea,

thanks for your response

The account is not locked and the "Disable password changes" setting is NOT enabled.

However, I have found the solution and the most likely reason this is happening so will be leaving this info here.

The solution was to remove the back up email address, press save, then re-add and press save again.

The reason is most likely that the settings were out of 'sync' let me explain, as we use Plesk to administer our server and even after all these years there are still issues that Plesk cannot do a two way sync with Smartermail.

So if a change is made in Smartermail it is not mirrored in Plesk.

Im guessing something happened with regards to this............