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New Contributor
askum
Posts: 3
Registered: ‎08-01-2013
My Device: torch 9810
My Carrier: Rogers
Accepted Solution

Accessing phone email settings and BBerry email account

[ Edited ]

My problem is with my Blackberry Torch 9810 email accounts. I have two accounts and one does not seem to work. I tried to access my accounts but now get a login to the Bberry screen with an ID of [Personal Information Deleted] and asking for password. I've never set this up. When I use the "forgot password" button I get a message that reset instructions have been sent to[Personal Information Deleted]  I have no idea how to access this account. Can you help?

Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,316
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Accessing phone email settings and BBerry email account

Hi and Welcome to the Community!

With a strong carrier network signal (e.g., not merely WiFi), I suggest the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):

1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network
  • Please wait for one "registration" message to arrive to your Messages app

2) Delete and Resend Service Books

  • KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
  • If you have no CMIME entry, then skip the deletion
  • KB02830 Send the service books for the BlackBerry Internet Service
  • Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.

3) Reboot

  • With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes.
  • See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Hopefully that will get things going again for you! If not, then you should contact your mobile service provider for formal support...they manage that "hosted" email account for you.

Good luck!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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Please use plain text.
New Contributor
askum
Posts: 3
Registered: ‎08-01-2013
My Device: torch 9810
My Carrier: Rogers

Re: Accessing phone email settings and BBerry email account

[ Edited ]

I followed the instructions below but still have the same problem. When I try to go to Setup/Email Accounts I'm asked to verify my Blackberry ID associated with the phone. The ID section is filled in with [Personal Information Deleted]  and askes for the password. This is new to me as I've never set this up or it was so long ago I don't remember the password. I can't get into any of the phones programming till I settle this issue. 

Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,316
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Accessing phone email settings and BBerry email account

If BB ID is, as you say, new to you, then someone has configured this device with a BBID, and you may or may not want that. BBID is used to help be sort of a "single sign on" to many things...BIS email configuration, BBM, BB Protect, etc. If you did not create this BB ID, then what you really should do is remove it and create a brand new one for yourself, one that you will retain the credentials for, as you will need them from time to time (as you do now).

 

To remove the BBID from the device and then create one for yourself, you must WIPE the device totally clean...this will render the device as it was brand new, so all data and apps you've installed will be gone.

  • KB26694 How to change the BlackBerry ID on a BlackBerry PlayBook tablet or BlackBerry smartphone

Be sure you have good backup of everything, as you will need it -- you can find backup instructions in the auto-sig on this post.

 



But, if there is a chance that this BB ID is indeed something you created, but simply forgot, then you can attempt to recover access to it. To do so, start first with these please:

  • KB28685 How to reset the BlackBerry ID password using the password recovery question
  • KB32111 "The link is no longer valid." is encountered when attempting to reset a BlackBerry ID password
  • KB26361 How to change or reset the BlackBerry ID password
  • KB28111 Unable to reset BlackBerry ID password when using a BlackBerry hosted email address
  • KB28232 BlackBerry ID reset email is not being delivered to the associated mailbox

If you have forgotten your BB ID credentials AND have non-BB access (e.g., Outlook, webmail, etc.) to the email account that is currently configured to your BB ID account, then those instructions should allow you to recover access to your BB ID account, even without the password or recovery question (please read them all carefully to find the section that applies to you).


However, if you do not have access to that email account, or if you never properly validated your BBID account, then your challenge is much greater, and you have a choice to make depending on your circumstances:

  1. If you have no AppWorld records that you require to retain (e.g., purchase records for apps), then simply abandon the BB ID and create a new one. To do so, however, does require a device WIPE:
    • KB26694 How to change the BlackBerry ID on a BlackBerry PlayBook tablet or BlackBerry smartphone
  2. But, if you do have AppWorld records that you must keep, then you require human intervention. To receive that, you must ring up your mobile service provider and convince them to escalate your case up to BlackBerry. Further, you must convince BlackBerry to provide you with a solution -- which likely will either be resetting your current BB ID so that you can again access it or having you create a new BBID and they will manually move your purchase records over. Note that I have no idea if they will be willing to do this, but there is no other way that I know of to retain your prior AppWorld purchase records.

Good luck!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.