The BlackBerry® smartphone user is unable to log in to the BlackBerry® Internet Service account.

• BlackBerry® Internet Service

Summary of Causes

This issue may be caused by one of the following:

1. The BlackBerry Internet Service account is suspended.
2. The BlackBerry Internet Service account is locked.
3. The BlackBerry smartphone user is attempting to access the BlackBerry Internet Service account using an incorrect user name.
4. The BlackBerry smartphone user is attempting to access the BlackBerry Internet Service account using an incorrect password.
5. The BlackBerry smartphone user is attempting to access the BlackBerry Internet Service account using an unsupported browser.
6. The BlackBerry smartphone user is attempting to access the BlackBerry Internet Service account using a different wireless service provider's web site.

Complete the appropriate resolution.

Cause 1

The BlackBerry Internet Service account is suspended.

Resolution

The BlackBerry smartphone user should contact the wireless service provider to determine the status of the BlackBerry Internet Service account.

Cause 2

The BlackBerry Internet Service account is locked.

Note: This might have occurred if multiple logins were attempted with an incorrect password.

Resolution

The BlackBerry smartphone user should contact the wireless service provider and request to unlock the BlackBerry Internet Service account.

Cause 3

The BlackBerry smartphone user is attempting to access the BlackBerry Internet Service account using an incorrect user name.

Resolution

The BlackBerry smartphone user should contact the wireless service provider to confirm the correct user name for the BlackBerry Internet Service account.

Cause 4

The BlackBerry smartphone user is attempting to access the BlackBerry Internet Service account using an incorrect password.

Resolution

Retrieve the BlackBerry Internet Service account password using the Forgot Password link on the wireless service provider's BlackBerry Internet Service administration web site. The password is sent to the BlackBerry smartphone.

Cause 5

The BlackBerry smartphone user is attempting to access the BlackBerry Internet Service account using an unsupported browser.

Resolution

A supported browser should be used to access the BlackBerry Internet Service account. For a list of supported browsers, see the BlackBerry Internet Service Feature and Technical Overview found here.

Cause 6

The BlackBerry smartphone user might not be using the BlackBerry Internet Service administration web site for the correct wireless service provider. Each wireless service provider has a unique BlackBerry Internet Service administration web site. If the incorrect web site is used, the following error appears:

Please check your information and try again.

Resolution

After closing the browser and clearing out the browser cache, the BlackBerry smartphone user should visit the correct wireless service provider's BlackBerry Internet Service administration web site.