new email locked symbol

I created a new email account, steph@americanhairitagesalon.com but we cant access the email account through the open exchange server.
It is slow to log in and when it does it will sometimes say the session has timed out or the password has changed and to enter the old password.
It then appears to log in but the email symbol has a lock icon on it and is not clickable.
All of our other accounts are unaffected and working correctly, we set the above account to forward emails to another account through the homestead email manager and it is forwarding emails that we have sent it, thoughts?