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New Contributor
Posts: 5
Registered: ‎05-30-2013
My Device: BlackBerry Passport
My Carrier: Vodacom

Lost BlackBerry

A learner in my class believe they've had their phone stolen. They are not very clued up about BlackBerry Protect or BlackBerry as a whole.

Subsequently, they don't know if Protect is installed on the phone. They have a BlackBerry ID but no clue on the password nor the hint to recover the password. So we cannot go on the Protect website to attempt to locate it.

Any assistance would be greatly appreciated.
Hall of Famer III
Posts: 57,825
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG853), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Lost BlackBerry

Hi and Welcome to the Community!


First, read up here:

As to the BBID credentials, that will indeed prove a bit challenging...Start first with these please:

  • KB28685 How to reset the BlackBerry ID password using the password recovery question
  • KB32111 "The link is no longer valid." is encountered when attempting to reset a BlackBerry ID password
  • KB26361 How to change or reset the BlackBerry ID password
  • KB28111 Unable to reset BlackBerry ID password when using a BlackBerry hosted email address
  • KB28232 BlackBerry ID reset email is not being delivered to the associated mailbox

If the user has forgotten their BB ID credentials AND has non-BB access (e.g., Outlook, webmail, etc.) to the email account that is currently configured to the BB ID account, then those instructions should allow recovered access to the BB ID account.


Good luck!

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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