11-19-2012 09:24 AM
I can't access my App World
Hi and Welcome to the Community!
That is a rather all too brief problem description. If you would tell us the exact steps you try, and the exact result of each step, that would perhaps provide us with better information from which to guide you. Likewise, if there are any error messages presented, the complete and exact content of those would be most helpful indeed. But, as posted, it's pretty much impossible to provide you with any useful guesses at all, save for recommending you read all threads that are similar to your situation and see if a solution is already posted that works for you.
11-29-2012 04:00 AM
11-29-2012 11:38 AM
Hi, I am trying try to log on using my bbID but the response I get is "unable to log into your bbID account" I have tried several times to no avail. Then I tried changing my password. But I'm not sure of th answer to my security question. But when I put what I think it is it then says "for security reasons, the bbID password recovery has been locked" I'm really frustrated and I need urgent assistance. Thanks
Hi and Welcome to the Community!
That is interesting...but refer to this KB:
Depending on your circumstances, your BB ID may unlock and you may be able to retry.
Also, the last process in this KB might be helpful:
If not, there is pretty much only one thing left for you to try, short of formal support. When you created your BB ID, you should have received an email confirming things...inside that email should be a link that will destroy your BB ID. Then, you re-create with the exact same credentials and all of your previous AppWorld records (e.g., purchases) are supposed to refresh and be retained.
Other than that, contacting your mobile service provider and requesting escalation up to RIM for formal support would be your next step to resolving this.
11-29-2012 10:54 PM
11-30-2012 09:43 AM
a message pops up saying "enter the username associated with this smartphone"
That message means that the BB ID credentials you have used this time are NOT identical to that which you destroyed. Doing this means you will lose all prior records from AppWorld...you must use the exact same credentials in creating the new BB ID. If you did not take careful note of what those were before you destroyed it, then you may never be able to properly re-create your BB ID and preserve your prior AppWorld records.
For reference, this KB applies to that message:
11-30-2012 04:54 PM
11-30-2012 05:10 PM
11-30-2012 06:23 PM
12-01-2012 12:46 AM
12-01-2012 11:32 AM
Thanks for the explanation. I did not change my username. What changed was the screen name
Oops...sorry, you are correct...my error as I was typing the above. You used the same UserName, but a different Screen Name. I'm honestly not certain if that results in replacing the identical BB ID or not...you would need to check, likely via a PC/browser, whether on not this BB ID contains your prior AppWorld records or not. The change to the Security Question should not matter, I think...but, again, you need to validate if your prior AppWorld records are there or not.
In any case, Please how do I escalate to RIM?
Exactly as I said in post 303 above...via your mobile service provider...only they can formally escalate your case into RIM for assistance. Then again, that will only be required IF this re-created BB ID does not have your prior AppWorld records attached.
I don't think there is a need to destroy the new BBID becos I can't get the exact information.
That will depend on what this BBID has attached to it...if it has your prior purchase records, then you are good to go. If it does not, then you either need to destroy/recreate it or get escalated into RIM so that someone can manually migrate your prior purchase records over to this BB ID.
So is it possible to use my device with the the BBID?
As stated, you can use any BB ID with your device...but, depending on circumstances, that may be easy or tricky.
And do I need to also do a WIPE before that can happen? The new BBID has thesame username and password, a slightly different screen name and a different security question. Please what are my options? Thanks for your help.
If the device is not recognizing the credentials you are now providing as exactly matching that which it has previously stored (which, from the error message you earlier provided, this seems to be the case), then your only option is to WIPE so that you can successfully enter these new credentials and it will accept them. That is the only way to change the BB ID associated with a BB...by Wiping. If the BB thinks it has previously been associated with a BB ID, then changing that association to a different BB ID requires wiping the BB.