"(ErrorId: 11000)" occurs when attempting to purchase applications from App World or change payment information

Article ID: KB28192

Type: Support Content

Last Modified: 07-03-2013

 

Product(s) Affected:

  • BlackBerry World for BlackBerry smartphones
CollapseEnvironment
  • BlackBerry World for BlackBerry smartphones
CollapseOverview

The following error message is displayed when attempting to purchase applications from the BlackBerry World storefront or when attempting to change payment information:

Authentication Error

CollapseCause
This error message indicates an attempted purchase within BlackBerry World, where the method of payment was credit card, and the purchase was declined.
CollapseResolution
This is a previously reported issue that is being investigated by our development team. No resolution time frame is currently available.
CollapseWorkaround

This issue can occur for the following reasons:

  1. Incorrect PayPal credentials
  2. Credit card has expired that is associated with the PayPal account
  3. Incorrect Credit card number/Expiry date
  4. Your PayPal account appears as not verified. Please verify your PayPal account as per the process outlined with PayPal on http://www.PayPal.com
  5. Bank or credit card processor blocks the transaction - if the block is removed, the transaction will complete successfully.

If the issue is caused by credit card expiry or the purchase limit has been exceeded, please contact the credit card merchant or use a different payment method (Carrier Billing, an alternate credit
card, or PayPal). 

CollapseAdditional Information

Credit cards may be declined based on: 

  • Typical deadlines (eg. exceeded purchase limit, expiry data exceeded)
  • Credit card merchant has placed purchase restrictions on internet-based transactions.
  • User is traveling with a local SIM, and the local payment currency is not supported on their credit card. For more information, see KB25368.

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