12-10-2018 04:51 PM - edited 12-10-2018 05:13 PM
Is this using TalkTalk Webmail using a particular browser or using a particular email client or email app?
If it's Webmail then the most common issue is that the browser has got blocker software activated that's blocking the pop-up that should appear.
The fix is to disable the browser's pop-up blocking or disable the blocking software. Or simply use a different browser.
To move an email to a folder:
Here's a video - the move of emails to a folder is about two minutes in.