Onetel SMTP not working

[tonkineselover]

My wife has onetel.com email but for the last few weeks the SMTP no longer works. IMAP is fine and she can log into webmail and send from there and we reset her password to ensure it was strong enough, and we installed the Apple Mail profile from the webmail interface.

We are at a loss to what we are doing wrong. 

When we contact support they say she doesn't have a TalkTalk account (we pay for fibre on my account) so they can not help.

[tonkineselover]

Hi Ady,

Thanks for the help, that worked! So the only issue was that the email address wasn't assigned to Talk Talk account?

Trevor

P.S please feel free to close.

[Ady-TalkTalk]

Hi tonkineselover, please send me a personal message with the affected email address and I'll add it to your account to ensure it has permissions for use of mail sending from a client. 

Ady

[tonkineselover]

Hi Ady,

yes 100% the details are correct. IMAP works just not SMTP. If you could add it to my account it would be easier to get support, thank you!

[Ady-TalkTalk]

Hi tonkineselover, have you checked she's using the correct email settings. You'll find the right ones in the Email Settings help article. Would you like me to add her email address to your account?

Ady