Unable to configure email on BlackBerry 10 or BlackBerry PlayBook due to restrictive mail servers

Article ID: KB29891

Type: Support Content

Last Modified: 04-01-2013


Product(s) Affected:

  • BlackBerry 10 OS
  • BlackBerry PlayBook tablets
  • BlackBerry 10 smartphone
  • BlackBerry PlayBook OS 2.0

Some Internet Service Providers (ISP) may restrict access to email under certain circumstances. This may cause issues with setting up email, sending email and or receiving email. In order to successfully add an email account the BlackBerry device it must be able to successfully log into both the inbound mail server (POP or IMAP) as well as the outbound SMTP server. If either of these actions fail the account will not be added to the device and the user will be prompted to confirm the account settings.

An example of this would be restricted access when the BlackBerry 10 smartphone or BlackBerry PlayBook is not connected to the ISPs network when attempting to add an ISP email account. This could be caused by not being able to successfully authenticate to the outbound SMTP server.

ActiveSync accounts would not be affected by restrictive SMTP servers as mail with ActiveSync is processed differently.


In some cases the ISP may provide alternative methods of accessing and sending email when the device is not connected to their network, such as a different outbound SMTP server, credentials for authenticated SMTP or webmail.

It is possible to use an SMTP server that is not provided by the ISP to send email by using another outbound SMTP server if the device can authenticate to it. Wireless service providers may offer SMTP servers that can be used with smartphones on their network. Also, note that using an SMTP server for sending wireless service provider mail may cause sending issues when not connected to the wireless service provider.


By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.

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