Unable to integrate an MSN hosted email address when the user is a member of Microsoft Family Safety service.

Article ID: KB24518

Type: Support Content

Last Modified: 12-15-2011


Product(s) Affected:

  • BlackBerry Internet Service
  • BlackBerry® Internet Service
  • MSN® or Windows Live™ Hotmail® email account
  • Microsoft® Family Safety service

If a user is a member of Microsoft® Family Safety service and an attempt is made to integrate the email address in the BlackBerry® Internet Service an error will be received.

Invalid email address or password

Microsoft's Family Safety service is a service families can use to limit access to websites or services based on user account. To confim if the account is managed by Microsoft Family Safety service use the email address and password to log into http://familysafety.live.com. If it is managed then it will look like the below account.


Also when attempting to access the POP3 email server for Live.com the server returns an error:

-ERR mailbox is blocked


When a user is a member of Microsoft's Family Safety service they are only authorized to access their email from a web browser and therefore the services required to integrate into the BlackBerry Internet Service are not available.

To integrate into the BlackBerry Internet Service the user account must be removed from the Microsoft Family Safety service. To learn how to do this please see the Microsoft help center for Microsoft Family Safety service at http://explore.live.com/windows-live-family-safety-help-center.


By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.

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