BlackBerry ID reset email is not being delivered to the associated mailbox

Article ID: KB28232

Type: Support Content

Last Modified: 12-21-2012


Product(s) Affected:

  • BlackBerry ID
Jump to: Environment | Overview | Cause
  • BlackBerry ID
  • DT 2014149
When proceeding to reset the BlackBerry ID password either through the web or from the device, the reset email may not be delivered to the associated email account.

Please be advised of the following:

  • For security purposes, the BlackBerry ID reset email will NOT be delivered to the device. The reset email must be accessed through the email account associated to the BlackBerry ID. See KB26361 for more information on this.
  • If a hosted email address ( is used as the BlackBerry ID username and the reset email is not received, refer to KB28111 which provides a workaround for this situation.
  • Ensure the reset email is not being filtered or being directed to the Junk Mail folder in the mailbox.
  • Some companies and mail providers use external filtering services to monitor email for spam (eg. Postini). Contact your mail administrator to see if an external filter is being used and to allow emails coming from to be passed though.


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