"Unable to login to your BlackBerry ID account" or "Unable to update your BlackBerry ID account information" error occurs on a BlackBerry smartphone running BlackBerry 7

Article ID: KB28212

Type: Support Content

Last Modified: 06-21-2013

 

Product(s) Affected:

  • BlackBerry Bold 9930
  • BlackBerry Bold 9900
  • BlackBerry Curve 9360
  • BlackBerry Torch 9860
  • BlackBerry Torch 9850
  • BlackBerry Torch 9810
  • BlackBerry World for BlackBerry OS 7 and earlier
  • BlackBerry ID
CollapseEnvironment
  • BlackBerry World for BlackBerry smartphones
  • BlackBerry ID
  • BlackBerry 7 to 7.1
  • DT 1890750
CollapseOverview

When using BlackBerry ID on a BlackBerry smartphone running BlackBerry 7 one of the following issues may be encountered:

  1. While configuring the BlackBerry smartphone for the first time the BlackBerry ID authentication process fails with the following message:
    Unable to login to your BlackBerry ID account
  2. While attempting to update the BlackBerry ID account information from the BlackBerry smartphone, the following error is presented:
    Unable to update your BlackBerry ID account information
  3. While attempting to access the My World section of BlackBerry World on the smartphone, one of the following 2 errors may be presented:
    Error ID: 30702 or Error ID: 40670

BlackBerry smartphone users may also see the message, There is an issue with the current session. Please log in to continue in addition to Error ID: 30702 when using BlackBerry World 3.1.0.60.

Note: The BlackBerry ID account can be authenticated using the BlackBerry World storefront on a PC, the BlackBerry ID Web Portal, or through BlackBerry Protect on the device (if previously used).

CollapseCause
When the BlackBerry smartphone user travels outside of the mobile network including, roaming on another carriers network, travels out of the country, or uses a new SIM card, this can cause the BlackBerry ID account to become out of sync. When this occurs the Unable to update your BlackBerry ID account message will appear while attempting to update the BlackBerry ID account information or when download or updating application within BlackBerry World from the BlackBerry smartphone.
CollapseResolution
This is a previously reported issue that is being investigated by our development team. No resolution time frame is currently available.
CollapseWorkaround
Note:

Before performing any of the below workarounds, ensure the BlackBerry smartphone has mobile data connectivity by completing the following:

  1. Update to the latest available release of the BlackBerry Device Software. For more information on this, see KB03901.
  2. Turn off the Wi-Fi connection. For more information on this, see KB13201.
  3. Register the BlackBerry smartphone on the wireless network and ensure the registration message is received. For information on performing the registration, see KB00510.
  4. Send a PIN message from the affected BlackBerry smartphone to itself to confirm data connectivity. For more information on how to obtain the smartphone PIN or how to send a PIN message, refer to the BlackBerry smartphones user guide.

Workaround 1

Note: The following steps are only valid with BlackBerry smartphones that use a SIM card.

  1. Perform a hard reset by removing and reinserting the battery into the BlackBerry smartphone. For more information on performing a hard reset, see KB02141.
  2. Remove the battery cover and battery, then remove the SIM card.
  3. Place the battery back in the BlackBerry smartphone and allow it to boot up.
  4. The BlackBerry ID login screen should appear.
  5. Enter in the BlackBerry ID username and password the BlackBerry smartphone was setup with before the issue occurred, then click Sign In. An error is received, continue to the next step as there is no data connectivity.
  6. Remove the battery cover and battery, then reinsert the SIM card.
  7. Place the battery back in the BlackBerry smartphone and allow it to boot up.
  8. The BlackBerry ID login screen should appear once more. Enter in the BlackBerry ID username and password, then click Sign In. If the BlackBerry ID screen does not show upon boot up, navigate to Options > Device > BlackBerry ID and enter in the current BlackBerry ID credentials.

Workaround 2

Warning: The following procedures will delete either all data, or all data and applications on the BlackBerry smartphone. Back up the data prior to performing the procedure. For instructions, see product documentation.

  1. Perform a Reset to Factory settings on the BlackBerry smartphone:

Note: Performing a Reset to Factory settings will remove all BlackBerry smartphone user data and IT policies applied to the BlackBerry smartphone. Steps on how to perform a full backup prior to this step are provided in KB12487.

To perform a Reset To Factory follow the steps in KB18998.

Workaround 3

Log in to BlackBerry ID via BlackBerry World:

  1. Open BlackBerry World.
  2. Go to My Account.
  3. Select Payment Options.
  4. Log in.

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