Welcome to the official BlackBerry Support Community Forums.

This is your resource to discuss support topics with your peers, and learn from each other.

inside custom component

BlackBerry® OS Smartphones

New Member
Posts: 1
Registered: ‎09-27-2013
My Device: Bold 9930
My Carrier: Verizon

Exchange OWA Mail

I'm trying to configure a user's Bold 9930 to use Exchange OWA (not enterporise activation!). I've read your procedures. A procedure that says "Follow the on screen instructions" instead of providing a demo like other phones is pretty useless. I've even watched your YouTube demos. How do you configure OWA email when the phone will only let you enter a BlackBerry account which the user apparently doesn't have? I've asked him to check for his BB ID per the documented procedure, he says there's nothing there. So, can anyone detail this step since it isn't detailed in any of your procedures? Thank you.

Hall of Famer III
Posts: 58,825
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Exchange OWA Mail

Hi and Welcome to the Community!

To start, please see this "sticky" post, along with the threads to which it links, for helpful information to guide you as you proceed:

Hopefully, this information will be of use to you.


Next...based on your description, I am not at all sure what is happening in this situation. The BBID is sort of a "master" account for the device, to associate it to many services that are available. With some carriers, that includes their BIS account with their carrier, which is where their email credentials are stored so as to enable email to function with the device. With other carriers, BIS and BBID are not merged, requiring the user to access (separately from their BBID) their BIS account in order configure their email. Unfortunately, I cannot quite tell, from your words, exactly what steps are being attempted nor at exactly what point things are going wrongly. So all I can do is provide you with full information.


Firstly, if the BB is not associated to a BBID account, then it must be so...refer:

  • KB23716 What is a BlackBerry ID
  • KB24062 How to create a BlackBerry ID
  • KB34137 How to confirm a BlackBerry ID account
  • KB28684 How to confirm a BlackBerry ID username


Once the BBID is created and properly associated to the device, then it should be possible to configure email accounts on the device (assuming, of course, that an adequate BIS-level service plan is subscribed to from the carrier).


In my experience, OWA can be very difficult to configure via the device interface to BIS (Setup > Email Settings). In my case, I was never successful via the device interface. Rather, I needed to use a PC/browser and log into my carriers web interface to BIS...you can find yours via this portal:

You will have to create credentials for BIS -- I found the simplest way to do that actually via the device interface...create the credentials there, then they will already be configured on your carriers BIS website (from the above link) for your use from a PC/browser.

Now, use the link above (from a PC/browser) and log into your carriers BIS website (using the credentials you created on your device interface). Then very carefully follow the instructions in this KB to configure BIS for your OWA email. Go very slowly and do each and every step carefully...especially the mailbox name...that's usually the trickiest and most crucial.

Here are some other links that might prove helpful:

  • KB18567 BlackBerry Internet Service cannot connect to a Microsoft Outlook Web Access account using Microsoft Exchange 2007 or Microsoft Exchange 2010
  • KB02858 Unable to integrate a Microsoft Outlook Web Access email address with a BlackBerry Internet Service account

That all said, it is still possible that it won't work. There are scenarios where OWA admins have done one of two things:

  1. Implemented ISA -- this prevents BIS from integrating the account
  2. Blocked, in their firewall, the ability for the BIS servers to access the email server

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.

...................................................... ......................................................