Cannot Receive or Send Emails Due to Errors

Hello, I'm asking this on behalf of my mom, as she can't access her email. Her ability to receive emails suddenly stopped and she is unable to send them as well. After entering her primary password, a message pops up saying "Sending of password for user (her email address) did not succeed". After selecting "Okay," another pops up saying " Login to sever mail.indra.com with username (her email address) failed. I've attached screenshots of both messages. I tried changing her password and changing her account name to match her email address, as per answers I read on here to similar issues. Neither one worked. Does anyone know how to fix this? She is now nearly a week behind on emails. Thank you!