Unable to setup a Google or Yahoo Mail account with BlackBerry Internet Service

Article ID: KB12288

Type: Support Content

Last Modified: 01-07-2015


Product(s) Affected:

  • BlackBerry Internet Service
  • BlackBerry Internet Service
  • Google Mail
  • Yahoo Mail

The Google Mail account credentials have been configured correctly. However it can not be setup, validated or it can be validated but the account will go invalid within a minute with a BlackBerry Internet Service account.

Note: A Google Mail account is known as Gmail in some countries.

The Yahoo Mail account credentials have been configured correctly yet it cannot be added to a BlackBerry smartphone.


Google Mail Account:

This issue can be caused by one of the following reasons:

  1. Google has restricted account access based on attempts to access from an unknown source.
  2. Google's 2-step verification process for account authentication is being used.
  3. The All Mail label is not set to show or IMAP/POP is not enabled.

Yahoo Mail Account:

Yahoo's 2-step verifications process for account authentication is being used.


Google Mail Account

Resolution for Cause 1

To restore access to a Google Mail account access the account activity page and confirm the access by selecting " Yes, that was me". Once access has been confirmed attempt to setup the email account again.
Note: Only confirm access attempts that you are sure you made while attempting to setup the email account.

If the issue continues access this Google article and complete the troubleshooting tips such as signing into the Google Mail account from the web or completing the Captcha unlock process.

Resolution for Cause 2

With Google's 2-step verification process for account authentication, an application-specific password must be created to setup with the BlackBerry Internet Service. When attempting to setup a Google email address using 2-step verification, please use the application-specific password and not the Google account password. For more information see the Google support article on signing in using application-specific passwords.

For more information on the Google 2-step verification for account authentication, please visit the Google online support site  and search for "Common issues with 2-Step Verification" or "application-specific password". Alternatively, visit Getting Started with Google 2-Step Verification.

Resolution for Cause

Note: Following options can only be seen when logged in using Firefox or Google Chrome internet browser. Internet Explorer (IE) is not supported.

  1. Log into the Google Mail account.
  2. Click on Gear icon or Options in the upper right hand side corner.
  3. Select Settings.
  4. Under Labels tab enable All MailSent Mail and Trash labels to Show and to Show in IMAP.
  5. Under Forwarding & POP/IMAP tab enable IMAP & POP settings. by selecting Enable POP for all mail and  Enable IMAP.
  6. Select Save Changes at bottom.

After completing these steps, please attempt to setup the email account.

Yahoo Mail Account

In order to add the Yahoo Mail account on a BlackBerry smartphone, enter the  App Password.

For more information see the Yahoo support article on Understand and create app passwords.


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