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BlackBerry® Torch™

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New Contributor
Posts: 3
Registered: ‎04-16-2012
My Device: Torch 9800
My Carrier: AT&T

Cannot re-set password to access e-mail settings, add new e-mail account, etc.

Hi Guys,

 

I would really appreciate anyone's help or feedback on this very frustrating problem that seems like it should have a quick fix.

 

I just replaced my Blackberry Torch 9800 with an identical device.

 

There is a User name and Password needed to access e-mail settings.

 

My device prev iously remembered the User Name and Password (e.g., when I had to synchronize my e-mail whenever the password for the e-mail account changed) but now that the device has been replaced, it is now asking for this information which I have misplaced.

 

Is there an easy way to re-set this password?

 

I do not remember the User name either (it says the password can be sent to the device if the correct User name is provided).

 

Unfortunately right now I cannot access any e-mail on the device.

 

Thanks again for your help!

 

Joe

Forums Veteran III
Posts: 3,802
Registered: ‎12-29-2011
My Device: Z30 / Playbook

Re: Cannot re-set password to access e-mail settings, add new e-mail account, etc.

Can you call your carrier for assistance?  They can reset your password for the email settings.

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Highlighted
New Contributor
Posts: 3
Registered: ‎04-16-2012
My Device: Torch 9800
My Carrier: AT&T

Re: Cannot re-set password to access e-mail settings, add new e-mail account, etc.

Hi Wolf359,

 

I tried my carrier (AT&T) to see if they could re-set it before I posted my first post.

 

I was on the phone with them (and then with the Blackberry technical support people after AT&T connected me after they could not solve the problem themselves) for 1 hour and 40 minutes. After 30 minutes on the phone with Blackberry the call failed.

 

For some reason neither AT&T nor Blackberry could understand what password I needed to re-set (the one that gets you access to your e-mail settings or allows you to add a new e-mail account).

 

I don't know if this is a password that AT&T can re-set. It seems to be a password specific to the device. Both Blackberry and AT&T asked me for the device PIN several times which can be found on the device. This did not lead to a quick fix.

 

Thanks,

Joe

 

Forums Veteran III
Posts: 3,802
Registered: ‎12-29-2011
My Device: Z30 / Playbook

Re: Cannot re-set password to access e-mail settings, add new e-mail account, etc.

AT&T can fix this, I am sorry they couldn't do it. Maybe you can. Can you reset your password at https://att.blackberry.com/
I'm with sprint, had the same issue and they reset it for me. If you can't reset the password, call AT&T again and point them to their own link. Ask for 2nd level tech support.
________________________________________________________________
Please click the Thumbs Up icon if this comment has helped you!
If your issue is resolved, please click the solution button on the resolution!
Every BlackBerry should have BlackBerry Protect, get it now! | Follow me on Twitter | Bring Back BBM Music!
________________________________________________________________