Error produced with switching a BlackBerry Internet Service account from one BlackBerry Smartphone to another: "PIN or IMEI of the device does not exist"

Article ID: KB04264

Type: Support Content

Last Modified: 03-20-2012

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry® Internet Service
CollapseOverview

When attempting to transfer the BlackBerry Internet Service account from from one BlackBerry smartphone to another, the following error is displayed:

PIN or IMEI of the device does not exist

CollapseCause

There are multiple causes for this error.

Summary of Causes

  1. Registration of the BlackBerry smartphone over the wireless network was not completed.
  2. The personal identification number (PIN) of the previous BlackBerry smartphone is still associated with the BlackBerry Internet Service account.
CollapseResolution

Complete the appropriate resolution for the cause.

Cause 1

Registration of the BlackBerry smartphone over the wireless network was not completed.

Resolution

Complete the following tasks:

  1. Perform a hard reset on the BlackBerry smartphone. For instructions, see KB02141.
  2. Register the BlackBerry smartphone over the wireless network. For instructions, see KB00510.

If the above tasks do not resolve the problem, contact the wireless service provider to verify that the BlackBerry smartphone is provisioned correctly. It might be mecessary to perform the above tasks again.


Cause 2

The PIN of the previous BlackBerry smartphone is still associated with the BlackBerry Internet Service account.

Resolution

  1. Set the PIN and International Mobile Equipment Identity (IMEI) or electronic serial number (ESN)/Mobile Equipment Identifier (MEID) on the BlackBerry Internet Service account to Zero, and save the changes.
  2. Type the PIN and IMEI or ESN/MEID of the new BlackBerry smartphone, and save the changes.

If the above steps do not resolve the problem, contact the wireless service provider to verify that the BlackBerry smartphone is provisioned correctly.

CollapseAdditional Information

For more information about PINs, IMEIs or ESNs/MEIDs, see KB04665.

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