Unable to create a new BlackBerry Internet Service account from the login screen

Article ID: KB11465

Type: Support Content

Last Modified: 06-21-2013

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry Internet Service
  • BlackBerry smartphones
CollapseOverview

Unable to create a new BlackBerry Internet Service account from the login screen.

CollapseCause
CollapseResolution

Cause 1

The PIN or IMEI is entered incorrectly.

Resolution 1

Verify the PIN and IMEI of the BlackBerry smartphone and enter them again. For instructions on locating the PIN and IMEI, see KB05026.


Cause 2

The BlackBerry Internet Service website being used to create the account is incorrect.

Resolution 2

Contact the wireless service provider for further assistance.


Cause 3

The BlackBerry smartphone does not have the appropriate services activated to create a BlackBerry Internet Service account. One of the following error messages will appear:

The system encountered an error.

or

Can't create an account.  BlackBerry Internet service is suspended or deactivated.

Resolution 3

Contact the wireless service provider for further assistance.


Cause 4

A BlackBerry Internet Service account is already associated with the BlackBerry smartphone. One of the following error messages appears:

The PIN and IMEI you have provided is already associated with another account with our systems.

or

The PIN and IMEI are already in use.

Resolution 4

Contact the wireless service provider for further assistance.


Cause 5

The BlackBerry smartphone has not been registered on the wireless network.

Resolution 5

  1. Verify that the BlackBerry smartphone is connected to the data network.
  2. Register the BlackBerry smartphone on the wireless network. For instructions, see KB00510.

Cause 6

The BlackBerry smartphone has recently changed from one wireless service provider to another and is unable to create a BlackBerry Internet Service account. The following error message appears:

Service does not belong to allowed service for this customer.

Resolution 6

Contact the wireless service provider to verify that a BlackBerry Internet Service account can be created on the wireless service provider's website.



Cause 7

The user name that is being entered is already in use by another BlackBerry Internet Service account.

Resolution 7

Use a different user name for the BlackBerry Internet Service account.


Cause 8

The BlackBerry Internet Service account was created using the automatic login feature.

Resolution 8

For more information, see KB14380.

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