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New Contributor
Jav1978
Posts: 9
Registered: ‎09-01-2013
My Device: BB Torch 9810
My Carrier: Giffgaff

Re: Problem in logging in to BB ID on Torch 9810

Hi, I just changed changed my email address in BB-ID account,

received email,

confirmed email address by loging into account on PC.

Tried to login on mobile using new email address

BUT still no luck---

it still stays "unable to login into your blackberry ID account"

Any other idea- what the hell could be wrong?

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Hall of Famer II
sdgardne
Posts: 47,289
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Problem in logging in to BB ID on Torch 9810


Jav1978 wrote:

Hi there again,

I followed step 1 to 4 in the above link as you advised but here is something different when login to my BBID account. I do not see any where link Confirm My Email linkmentioned in step 5. I wish I could install a screen shot of my account page to show you what I see.

 


If it already says "confirmed" in the status, then there is no selection to reconfirm it (because you already did it sometime in the past). Here is how it looks on mine:

 

Capture.JPG

 

 


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Hall of Famer II
sdgardne
Posts: 47,289
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Problem in logging in to BB ID on Torch 9810


Jav1978 wrote:

it still stays "unable to login into your blackberry ID account"

 


Here is a KB that discusses that error:

  • KB28212 "Unable to login to your BlackBerry ID account" or "Unable to update your BlackBerry ID account information" error occurs on a BlackBerry smartphone running BlackBerry 7
  • KB29361 Unable to log into BlackBerry World with the BlackBerry ID when the SIM card is removed from the BlackBerry smartphone

Hopefully it contains something useful!


Good luck and let us know!


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.
New Contributor
Jav1978
Posts: 9
Registered: ‎09-01-2013
My Device: BB Torch 9810
My Carrier: Giffgaff

Re: Problem in logging in to BB ID on Torch 9810

This screen shot you dumped is exactly what I see in my account and it shows "confirmed"

 

I travelled recently out of UK (went to Rome, Italy for few days) and probably that is why the problem is happening. I have tried registering with the network and is fine. I have also tried sending PIN message to my (affected) device and receives fine. I can not update the lastest software on device because it asks password which it does not accept. I don't understand what else could be wrong. On the link above under my circumstance (travelling abroad) seems still unresolved and under investigation. Any other hit and trial? (!!!!)

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Hall of Famer II
sdgardne
Posts: 47,289
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Problem in logging in to BB ID on Torch 9810


Jav1978 wrote:

I travelled recently out of UK (went to Rome, Italy for few days) and probably that is why the problem is happening. I have tried registering with the network and is fine.


Oh...well that certainly is new information to this thread...pertinent as well.

 

How, exactly, did you roam? Did you keep your home SIM installed and had an international roaming plan? Or did you use a local (Italian carrier) SIM? If the latter, did you have BIS services from that carrier? If so, it's possible that your device is still "stuck" to that carrier -- for any one device, only one BIS account can exist in the world...so, for example, if the Italian carriers BIS has not released your BB PIN, then your home carrier cannot provide you with BIS services now...you must convince the other carrier to release it. But, again, I'm guessing...for I don't truly know anything more than what you've revealed in this thread.

 

In any event, 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 (pre-BB10 devices only)

  • 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

  • Pre-BB10 Devices ONLY. 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.
  • BB10 Devices. Hold the top button down until the counter reaches zero. Wait for the device to be fully shut down (e.g., nothing at all displayed on the screen, no LED lights, etc.). Hold the top button until the red LED is lit. Wait through the full boot-up process. IF this fails, you can attempt the battery-pull method above, but it is normally NOT recommended unless nothing else works.
  • 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 might try deleting even more Service Books during Step 2...it's possible you still have the SBs from the Italian carrier, and that is impeding your functionality with your home carrier.

 


Jav1978 wrote:
I have also tried sending PIN message to my (affected) device and receives fine.

Which means you are getting BIS services from some carrier. In some cases, it is possible to be running on one network yet receiving BIS services from a different carrier. Such could be the case if your BB is still locked into that Italian carriers BIS.

 

 


Jav1978 wrote:
I can not update the lastest software on device because it asks password which it does not accept.

It's entirely possible that, while you can receive some BIS services from that Italian carrier while running on your home network, but this level of service may well not work. I can't tell for sure. I'm only guessing.


Jav1978 wrote:
On the link above under my circumstance (travelling abroad) seems still unresolved and under investigation. Any other hit and trial? (!!!!)

"Link above"? Did I miss something??? I don't understand that at all.

 

But, guessing still, I think you are on the right track now that you've revealed this travel aspect. Regardless of which method you used (home SIM on International roaming versus using a local SIM with an unlocked BB), I encourage you to try the 3 steps (HRT, Service Books, Reboot) that I mentioned above...and very likely adding in the deletion (during step 2) of ALL SB's rather than just those listed. If that fails, then an on-device WIPE would be the next step to try. And if that fails to resolve it, then it may well be that the Italian carrier still holds your BB locked to their BIS system, and they must release it before you can proceed.


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.
New Contributor
Jav1978
Posts: 9
Registered: ‎09-01-2013
My Device: BB Torch 9810
My Carrier: Giffgaff

Re: Problem in logging in to BB ID on Torch 9810

Hi again,

 

I did not change my SIM and used roaming only on my UK SIM.

I have tried all three steps above but still no luck, I'm afraid.

 

Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,289
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Problem in logging in to BB ID on Torch 9810

Well, there is still much more to try -- e.g., as part of Step 2, deleting ALL Service Books rather than just those indicated in the KB, as I mentioned above.

Also, an on-device WIPE, followed then by the 3 steps, might recover things.

Also, an OS reload, a BBSAK Wipe/Reload, and other things as well (each also followed by the 3 steps).

Further, I can't recall -- but your service provider really should be involved in resolving this, shouldn't they? You pay them for your services, and that makes them responsible for your formal service-related support. Right now, they seem to be delivering neither to 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.
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.