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05-06-2013 12:14 PM
I just got my new BB Bold. I set up a BB id and every time I go to log it it says that "the request cannot be completed. Enter a valid Blackberry id".
I do have a valid email which I have confirmed. The id (email) is not even recognized when I go to "forgot my password".
05-06-2013 01:19 PM
Welcome to BlackBerry Support Forums
Can you confirm if you're the first owner of this device or if it s used device ?
If its a brand new device and you're the first owner then you have to confirm if you're using the correct Email or the username for your BlackBerry ID , Go through this Knowledge Base to confirm your BlackBerry ID username :
KB28684 : How to confirm a BlackBerry ID username
let us know.
05-06-2013 01:31 PM
Thank you so much for the quick response.
This a brand new device and I am the first and only user.
When I go to this link - KB28684 : How to confirm a BlackBerry ID username - The BlackBerry id is is blank.
I even changed the email addresses from my work account to my Gmail and both times I received confirmation emails which I did in turn confirm.
Problem is, neither email is ever recognized even when I try to re-set my password it's like the email does not exist at all. I can go on-line and log in to my account using the email and password. It seems its just not recognized on the device.
Should I have my work completely re-set this phone and start all over?
05-06-2013 01:47 PM
Before trying tyo reset can you share a few things !
As suggested in the KB from a computer have you visit http://www.blackberry.com/blackberryid to confirm your BlackBerry ID ?
Also On your Homescreen Go to Manage Connection > Service Status > BlackBerry Internet Service = What is the status ?
let us know.
05-07-2013 06:45 PM
I've tried again with your suggestions and still cannot access my account with my email and password on my device.
When I log in on a PC I can get in to my account but when I sync my phone to the PC I get the following error message:
An error has occurred communicating with the BlackBerry World client. If you have content protection enabled on your device, please disable and try again.
05-08-2013 06:45 AM
This Blackberry was issued from my place of employment and they are not sure why I cannot access my account.
Is that a personal device having BIS or you are connected to a corporate enterprise BES account ?
05-08-2013 07:53 AM
If you have a BES account , then everything is controlled by your BES admin.
I will ask a friend to look into this thread who has a good knowledge and look into BES section .