BlackBerry ID password reset email is not received

Article ID: KB28232

Type: Support Content

Last Modified: 11-12-2014

 

Product(s) Affected:

  • BlackBerry ID
CollapseEnvironment
  • BlackBerry ID
CollapseOverview

When attempting to reset the BlackBerry ID password, the password reset email may not be delivered.

CollapseCause

The following may cause this issue:

  1. In some cases, for security purposes, the BlackBerry ID password reset email is not delivered to the BlackBerry device.
  2. The email is being filtered from the email inbox or being directed to a Junk Mail folder.
  3. Some companies and email providers use external email filtering services (for example, Postini) to monitor for spam.
CollapseResolution

Resolution for Cause 1

Access your email inbox using another method, such as through the Browser on your device or from a computer.

Note: If you are using a BlackBerry hosted email address (for example, user01@carrier.blackberry.net), see KB28111 for steps to access the BlackBerry ID password reset email.

Resolution for Cause 2

Check your email filter settings in your mailbox and ensure that emails from bbidpw-donotreply@blackberry.com are not being filtered or moved to a Junk mail folder.

Resolution for Cause 3

Contact your email administrator to see if an external filter is being used and advise them to allow emails from bbidpw-donotreply@blackberry.com to be delivered to your inbox.

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