Unable to log in to a BlackBerry Internet Service account

Article ID: KB11261

Type: Support Content

Last Modified: 03-05-2013

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry Internet Service
CollapseOverview

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

CollapseCause
CollapseResolution

Complete the appropriate resolution.

Cause 1

The BlackBerry Internet Service account is suspended.

Resolution 1

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 2

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 3

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 4

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 5

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.



Cause 6

The BlackBerry smartphone user might not be using the BlackBerry Internet Service 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 6

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.

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