Unable to reset the BlackBerry ID password when the BlackBerry ID Username is a BlackBerry hosted email address

Article ID: KB28111

Type: Support Content

Last Modified: 02-18-2015

 

Product(s) Affected:

  • BlackBerry ID
  • BlackBerry 10 OS
  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry ID
  • BlackBerry smartphones
CollapseOverview

If the email address used as the BlackBerry ID Username is a BlackBerry hosted email address (For example, user01@<serviceprovider>.blackberry.net), then BlackBerry ID password reset emails generated from the BlackBerry ID website will not be delivered to the smartphone.

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This behavior is expected and is designed to prevent unauthorized access to the BlackBerry ID account in cases where the BlackBerry smartphone is lost or stolen.
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If you know the answer to the password recovery question, use the following steps to reset your password:

  1. Access the BlackBerry ID sign-in screen on the device and select Forgot Password.
  2. Enter the BlackBerry ID Username and select OK.
  3. Enter the answer to the password recovery question and select OK.
  4. The password reset email will be delivered to the device.
  5. Locate the password reset email and complete the process to reset the BlackBerry ID password.

If you've moved to a BlackBerry 10 smartphone:

  1. Set up email forwarding to an alternate email address (hosted emails are not support on BlackBerry 10). See KB33260.
  2. Once email forwarding has been set up, complete the password reset process:
    1. Fill in the Username and verification code, and click Submit.
    2. Access the password reset email and follow the instructions to complete the password reset process.

Once the password change has been completed, change your BlackBerry ID username to an email address other than the BlackBerry hosted email address to avoid difficulties with resetting your password in future.

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If you do not know the password or the answer to the password recovery question, follow the steps below.

Important Note: For BlackBerry ID accounts that are not confirmedthe answer to the password recovery question must be provided. In this scenario, since the answer is unknown, the steps below cannot be completed and the only possible option is to create a new BlackBerry ID and then switch the BlackBerry ID account being used on the device.

  1. Access the BlackBerry Internet Service account on the device or from the carrier’s website.
  2. Edit the Auto Forward setting for the BlackBerry email address to forward all messages to an alternate email address:
    • For steps to enable auto forwarding on the device, see KB28155.
    • For steps to enable auto forwarding from the carrier’s website, see KB12837.
  3. Change the default mail Filter setting to not forward messages to the smartphone:
    • For steps to add a filter on the device, see KB28151.
    • For steps to add a filter from the carrier’s website, see KB04389.
  4. Visit https://blackberryid.blackberry.com/bbid/recoverpassword.
  5. Enter the BlackBerry ID Username, verification code, and click Submit
  6. Log in to the email account that was used as the alternate in step 1 above and confirm that the BlackBerry ID password reset email was received.
  7. Once the email has been received, remove the filter in order to resume receiving mail to the device.
    Note: It is also recommended to leave the forwarding rule in place in order to save a copy of email messages that are sent to the BlackBerry hosted email address.
  8. Access the BlackBerry ID password reset email and follow the instructions to complete the password reset process.

Once the password change has been completed, change your BlackBerry ID username to an email address other than the BlackBerry hosted email address to avoid difficulties with resetting your password in future.

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