BlackBerry ID

Article ID: KB35467

Type: Support Content

Last Modified: 02-04-2014

 

Product(s) Affected:

  • BlackBerry 10
  • BlackBerry ID
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry ID
  • BlackBerry 10 OS
CollapseOverview

The following information is intended for retail support representatives who are assisting customers with troubleshooting.

A BlackBerry ID gives the customer convenient access to multiple products and services, such as the BlackBerry Protect app and BlackBerry Messenger. After the customer creates a BlackBerry ID they can use their email address and password to log in to any BlackBerry product that supports BlackBerry ID. For example, with BlackBerry ID, the customer can manage apps that they download from the BlackBerry World storefront and restore apps they downloaded when they switch devices.

Customer questions about BlackBerry ID

Customers may have questions about BlackBerry ID. The following troubleshooting information and resources can help you answer customer questions related to BlackBerry ID.

Troubleshooting information

  • If the customer previously created a BlackBerry ID (for example, with their previous BlackBerry smartphone or BlackBerry PlayBook tablet), they are encouraged to use it when setting up a new BlackBerry smartphone instead of creating a new BlackBerry ID. The customer can log in to all their BlackBerry smartphones and tablets using the same BlackBerry ID to share services and information.
  • All of the customer’s purchases are associated with their BlackBerry ID.
  • The customer cannot move content (for example, movies, songs, applications, payment methods, etc.) between different BlackBerry IDs.
    • The customer can change their BlackBerry ID username by visiting the BlackBerry ID portal at http://blackberry.com/blackberryid if they use a new email address. When the customer receives email confirmation of the username change, they can then log in using the new BlackBerry ID username. The password, associated services, purchases, and applications remain the same as before.

Other BlackBerry ID issues

Issue with BlackBerry ID login credentials

Troubleshooting steps

  1. Determine if the customer already set up a BlackBerry ID.
    • If the customer never previously had a BlackBerry smartphone, they may not have a BlackBerry ID. Ask the customer to create a BlackBerry ID:
      • On the BlackBerry smartphone: From Settings > BlackBerry ID > Create New > follow the on-screen instructions.
      • On the BlackBerry ID portal: Visit http://blackberry.com/blackberryid and choose Create a BlackBerry ID Online.
      • For more information, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model. User guides are easily identified in the list by the words User Guide at the beginning of the title.
  2. Determine if the customer has a data connection, for example, can they browse to a webpage or send a BlackBerry Messenger message? (A BlackBerry ID is required in order to send a BlackBerry Messenger message.)
    • If the customer is not connected, they receive an error message on the BlackBerry ID log in screen:
      • If connectivity issues persist, the customer may need to contact their wireless service provider for further information (for example, a service disruption may be causing connectivity issues).
  3. Determine if the customer correctly types their login credentials (for example, ask the customer if they changed their password or username).
    • The customer may experience issues with logging in to BlackBerry ID if they incorrectly type their login credentials:
      1. Make sure the customer correctly types their login credentials into the BlackBerry ID login screen.
        Note: The customer can use the reveal password icon to display the characters they are typing.
      2. If the customer cannot log in from their BlackBerry smartphone, check whether they can log in from the BlackBerry ID Portal. Suggest the customer type their credentials into a text editor, such as Notepad, and copy/paste them into the login screen to guarantee they are supplying the intended credentials.

The customer cannot remember their BlackBerry ID username

Troubleshooting steps

  • If the customer has a previous BlackBerry smartphone:
    1. Ask them to visit the BlackBerry ID portal and choose Check to see if you already have a BlackBerry ID.
    2. The BlackBerry ID Portal provides instructions on how to find the BlackBerry ID associated with the customer’s previous BlackBerry smartphone.
      • For more information on how to change or update a BlackBerry ID username on a BlackBerry smartphone, see KB32514.
  • If these troubleshooting steps do not resolve the customer issue, advise the customer to contact their wireless service provider or BlackBerry for further assistance.

The customer cannot remember their BlackBerry ID password

Troubleshoot steps

  • Determine how many times the customer incorrectly typed their BlackBerry ID password:
    • If the customer incorrectly types their BlackBerry ID password ten times consecutively they will be locked out of the BlackBerry ID log in screen on that particular BlackBerry smartphone for fifteen minutes.
  • If the customer does not remember their BlackBerry ID password, but they do remember their BlackBerry ID username, ask them to visit the BlackBerry ID portal:
    1. Under Already have a BlackBerry ID? choose Sign in.
    2. Click the Forgot password? link and complete the form.
    3. The customer will receive a password recovery email.
      Note: 
      • The customer requires access to the email account associated with their BlackBerry ID to receive their password recovery email.
      • For more information on how to change or reset a BlackBerry ID password, see KB26361.
    4. The customer can change their BlackBerry ID password (either on the BlackBerry ID portal or on their BlackBerry smartphone) using the information in their password recovery email.
      Note: If the password recovery email address is a BlackBerry hosted email address (username@carrier.blackberry.com), advise the customer to change the recovery address.
  • If these troubleshooting steps do not resolve the customer issue, advise the customer to contact their wireless service provider or BlackBerry for further assistance.
    Note: If the customer remembers their password and wants to change it from their BlackBerry smartphone, they can do so from Settings > BlackBerry ID > Change Password.

For more information, see KB26361 - How to change or reset the BlackBerry ID password.

The customer cannot remember the answer to the security question associated with their BlackBerry ID

The customer can have this problem because they forgot their BlackBerry ID password, and tried to use the security question and answer to recover their BlackBerry ID password.

Troubleshooting steps

  • Determine how many times the customer incorrectly typed their security answer:
    • If the customer incorrectly types their security answer ten times consecutively they are locked out of BlackBerry ID services. The customer must reset their BlackBerry ID password to change their security answer.
      Note: The lockout does not prevent the customer from authenticating on BlackBerry smartphones (for example, the customer can still authenticate on the Sign-in or Verify password screens on their BlackBerry smartphone). They are only locked out of the BlackBerry ID Portal and BlackBerry ID edit feature on the BlackBerry smartphone.
  • If the customer does not remember their security question, but they do remember their BlackBerry ID username, ask them to visit the BlackBerry ID portal:
    1. Under Already have a BlackBerry ID? choose Sign in.
    2. The customer requires access to the email account associated with their BlackBerry ID to receive their password recovery email.
    3. The customer can change their BlackBerry ID password (either in the BlackBerry ID portal or on their BlackBerry smartphone) using the information in their password recovery email.
    4. After the customer changes their BlackBerry ID password, they can use the BlackBerry ID portal or Settings > BlackBerry ID on their BlackBerry smartphone to change their security question and answer.
  • If the customer cannot remember their BlackBerry ID username, but has a previous BlackBerry smartphone:
    1. Ask them to visit the BlackBerry ID portal and choose Check to see if you already have a BlackBerry ID.
    2. The BlackBerry ID portal provides instructions on how to find the BlackBerry ID associated with the customer’s previous BlackBerry smartphone.
  • If these troubleshooting steps do not resolve the customer issue, advise the customer to contact their wireless service provider or BlackBerry for further assistance.

For more information, see KB28685 - How to reset the BlackBerry ID password using the password recovery question.

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