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New Member
Posts: 1
Registered: ‎09-07-2013
My Device: Torch 9860
My Carrier: Na

Cannot use my email on blackberry torch 9869 no connexion

Hello After checking with my provider not an issue on their side, they say is issue with blackberry configuration of email account: i change my phone to a new one, torch, and saved my data on it, so my email is well configurated, but there is still no connexion (cannot send or receive mails) I tried to fix by recreating my email account (the same) but doesnt work.. And i only have 3 trials remaining now.. Do you know how i can first "" remove " my email account from this blackberry, and then re create it as a new one? Many thx for your help!
Hall of Famer III
Posts: 57,542
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Cannot use my email on blackberry torch 9869 no connexion

Hi and Welcome to the Community!


Well, given the way you have described things, there is some confusion in understanding your situation. For example, I've never seen a limit to how many attempts you can make to configure email (you saying you "have only 3 trials remaining")...I am not at all sure where you are seeing that...if you could provide a full description of the message that is giving this, then we might be able to understand better.


In any event, one thing to try is this...

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...I am quite surprised that they have fobbed you off so easily...you pay them for all of your services, and as a result they are responsible for all of your service-related support, even if the issue is at BlackBerry (they can escalate you to BlackBerry...for free, you cannot reach out directly to BlackBerry for anything at all).

Good luck and let us know!

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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