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New Contributor
Posts: 2
Registered: ‎09-07-2013
My Device: Blackberry 9900
My Carrier: T-Mobilw

Help needed asap with password

I got my mom a Blackberry from T-Mobile. She used it fine. Recently the phone screen locked saying to enter a password. Because my mom isnt tech savy(and neither am i, thats why i am here for help),  she cant explain how it happened. she said that dad changed the email password and thats why the phone isnt working. not connected at all i know. on the screen it reads Enter passwordSmiley Sad8/10)

Dont want to lock it up by trying to enter more incorrect passwords. T-Mobile said to contact blackberry support.

When I go to the blackberry desktop sotfware, it reads the same message. 

how do i get rid of this password message and she will be able to use her phone?

Thanks!!!!!!!

New Contributor
Posts: 2
Registered: ‎09-07-2013
My Device: Blackberry 9900
My Carrier: T-Mobilw

Re: Help needed asap with password

Don't worry. I opted to use all 10 attempts to lock it, erase everything and start over!
Hall of Famer III
Posts: 58,185
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: Help needed asap with password

Hello,

Just to provide the answer -- what you did was actually the ONLY thing to do if that user-created device-lock password is not known. There is no "backdoor" nor "master" nor "override" password to otherwise unlock a BB that is secured with a device-lock password. Such is one of the reasons that BBs retain their ranking as having the highest security of all mobile devices.

Good luck!

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

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