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BlackBerry® OS Smartphones

New Member
Posts: 1
Registered: ‎06-18-2013
My Device: Blackberry Bold 9900
My Carrier: Free Mobile

Blackberry Bold 9900 : can't connect with my BB account


I just bought a Blackberry Bold 9900 to a person. It worked well with her but I have a problem to use it. In fact, when the phone turns on, it asks us to give its a name of BB account. I created it on your website but when I try to connect it with my new account, it tells us that it's not the right password/mail adress. I checked and it's the true password/mail.

What can I do ?

Sorry for my bad english, I'm french.

Posts: 2,795
Registered: ‎05-10-2010
My Device: BlackBerry Z10 smartphone

Re: Blackberry Bold 9900 : can't connect with my BB account

Hi Camilleramirez,


Welcome to the support community!

Did you perform a security wipe on the BlackBerry Bold 9900 smartphone before trying to sign into it with your BlackBerry ID? This is needed to remove the BlackBerry ID and any personal data belonging to the previous owner. If a security wipe was not done previously, then the BlackBerry ID associated with your BlackBerry Bold smartphone would still be that of the previous owner.

These KB articles should provide more information.

"BlackBerry smartphone must be security wiped before transferring ownership" http://blackberry.com/btsc/KB28225

"How to change the BlackBerry ID on a BlackBerry PlayBook tablet or BlackBerry smartphone" http://blackberry.com/btsc/KB26694


If you have any data on the BlackBerry smartphone that you wish to save, I recommend taking a backup. This article has the steps. "How to back up BlackBerry smartphone data using BlackBerry Desktop Software for Windows" http://blackberry.com/btsc/KB12487


Let me know if you need any further assistance with this.



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