"The link is no longer valid." is encountered when attempting to reset a BlackBerry ID password

Article ID: KB32111

Type: Support Content

Last Modified: 01-07-2013


Product(s) Affected:

  • BlackBerry ID
  • BlackBerry ID

After generating the BlackBerry ID password reset email and clicking the reset link from within the reset email, the following error is displayed:

  • The link is no longer valid.

This error can be caused by one of the following:

Cause 1
The reset link generated in the particular email has already been used.

Cause 2
A spam/virus scanner has modified the reset link.


Resolution 1
The reset link generated in the particular email has already been used.

  • Generate a new BlackBerry ID reset email. For more information on how to do this, see KB26361.

Resolution 2
A spam/virus scanner has modified the reset link.

  • Spam/virus scanners that monitor emails can modify lengthy reset links to safeguard against malicious attacks. Consult with your security software manual to see how to allow specific emails to not be modified.
  • The reset link can typically be copied from the reset email and pasted into a browser as the embedded link is what will be modified.
  • If there is an option to access the email account through a web browser instead of an email client application, this will typically bypass local security scanners and allow the reset link to work.


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.