"Invalid user name or password" error when logging into a BlackBerry Internet Service account

Article ID: KB02171

Type: Support Content

Last Modified: 05-23-2012


Product(s) Affected:

  • BlackBerry Internet Service
  • BlackBerry® Internet Service

One of the following error messages appears when trying to log in to the BlackBerry® Internet Service:

The User ID and Password provided are invalid. Please re-enter your User ID and Password and try again.

Please check your information and try again.

Please retype your user name and password. The information you provided is incorrect.

Note that user name and password are case sensitive.

  1. Verify the user ID and password specified or typed is correct.
  2. Contact the wireless service provider to verify that the BlackBerry Internet Service account is active and is not locked. If the BlackBerry Internet Service account is active and is not locked, ask the wireless service provider to reset the password.

    Note: To find the wireless service provider’s contact information, go to the BlackBerry Internet Service login screen and click Need Assistance. Create a strong password that cannot be easily guessed by others (for example, including punctuation marks, numbers, capital and lowercase letters, and so on), does not include your name or account name, and maintain its confidentiality.
CollapseAdditional Information
For a list of helpful articles and links regarding the BlackBerry Internet Service, visit the Products section and Support section on www.blackberry.com.


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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.