URGENT: Thanking BlackBerry Customers for their Loyalty & Support - Consumer FAQ

• BlackBerry® smartphone applications
• BlackBerry App World™ for BlackBerry smartphones

Note: For a list of the top anticipated troubleshooting KBs, please see the attached document.

Q. What is the Thank You From BlackBerry Offer?
A. We announced on Monday, October 17, that a selection of premium apps worth a total estimated value of up to US $100 will be offered free of charge to customers as an expression of appreciation for their patience during the recent service disruptions. The various premium apps will become available (free of charge) on BlackBerry App World on different dates between October 19 – November 30. All of these apps will remain available to download at no charge until December 31, 2011, and they are yours to keep afterward as well. Starting January 1, 2012, these premium apps will return to full price on BlackBerry App World.

The full press release will be available at www.rim.com/newsroom

Q. When does this offer expire?
A. Customers can download these premium apps until December 31, 2011. For users with a BIS Lite or BBM-only plan, these free apps will be downloadable over Wi-Fi from BlackBerry App World beginning in November 2011.

Q. What are the apps that are available?
A. Research In Motion (RIM) is working in partnership with a select list of developers to offer up to $100 USD worth of premium apps to BlackBerry users. Only those apps will be available through this offer. The list of apps available may vary by country. Please check BlackBerry App World to confirm the availability of apps in your country. The list of developers and the apps that will be available includes:

• SIMS 3 - Electronic Arts
• Bejeweled - Electronic Arts
• N.O.V.A. - Gameloft
• Texas Hold’em Poker 2 - Gameloft
• Bubble Bash 2 - Gameloft
• Photo Editor Ultimate - Ice Cold Apps
• DriveSafe.ly Pro - iSpeech.org
• iSpeech Translator Pro - iSpeech.org
• Drive Safe.ly Enterprise - iSpeech.org
• Nobex Radio™ Premium - Nobex
• Shazam Encore - Shazam
• Vlingo Plus: Virtual Assistant - Vlingo

Q. Can I substitute apps?
A. No. Research In Motion (RIM) is working in partnership with a select list of developers to offer up to $100 USD worth of premium apps to BlackBerry smartphone users. Only those apps will be available through this offer.

Q. Am I able to substitute apps if I already have or don’t like the ones being offered?
A. No. Research In Motion (RIM) is working in partnership with a select list of developers to offer up to $100 USD estimated value of premium apps to BlackBerry smartphone users. Only those apps will be available through this offer.

Q. If I purchased one of these apps last week, can I get a refund for it?
A. This program will be available beginning Wednesday, October 19 through to December 31, 2011. There will not be a refund for customers who purchased apps available through this program outside of this time frame.

Q. Is it possible to get a credit instead of the app?
A. No. In an effort to reach out to our customers around the world, in an individual way that would not impose/create tax/income/currency exchange challenges, we are offering our valued customers these premier and free apps that have been hand selected. We hope you will enjoy them.

Q. Can I let my friend redeem for my free app?
A. This offer is available to all BlackBerry smartphone customers with access to BlackBerry App World. If you do not currently have BlackBerry App World on your smartphone you can download it from www.blackberry.com/appworld

Q. Are there plans for further compensation?
A. Please accept our most sincere apologies for the service interruptions and delays you recently experienced. You depend on us for reliable, real-time communications for your organization, and we let you down. I realize that the impact of the service challenges was significant, and to help, would like to offer you a these new, premier apps as our way of saying thank you for your patience and apologies for any inconvenience.

Q. How will the apps be free to customers? Will there be a credit associated to their BBID? Or will there be a promo code? Or will the apps just be free to anyone until the end of the year?
A. The free apps will be placed in a special category on the BlackBerry App World carousel named Thank You Gift From BlackBerry. The apps in this category will be free to BlackBerry smartphone users until December 31, 2011.

Q. After December 31, 2011 when the Thank You offer ends, will I have to pay for the apps I’ve downloaded?
A. No. All of the apps selected for the Thank You Gift offer will remain available to download at no charge until December 31, 2011, and they are yours to keep afterward as well. Starting January 1, 2012, these premium apps will return to full price on BlackBerry App World.

Q. If I already have one of the apps, can I substitute or receive a credit?
A. In an effort to reach out to our customers around the world, in an individual way that would not impose/create tax/income/currency exchange challenges, we are offering our valued customers these premier and free apps that have been hand selected.

Q. How is RIM going to ensure that I am not charged for the apps?
A. Separate SKUs will be created for each app in BlackBerry App World. At the end of the free offer period, users will continue to have access to the apps for free, even after upgrading their device or software. This will be managed through their BlackBerry ID account.

Q. How does the $100 US offer work in other regions? Will the currency be converted?
A. While the overall estimated value of the apps is up to $100 USD, the offer to our customers is access to premium apps at no cost to them for a limited time. The apps will be available through the Thank You Gift From BlackBerry category in BlackBerry App World at no charge. As the apps will be free to all customers, no account credits will be required.

Q. How can I create a BlackBerry ID?
A. KB24062 - How to create a BlackBerry ID - http://www.blackberry.com/btsc/KB24062

Q. How can I reset my BlackBerry ID password?
A. KB26361 - How to reset a BlackBerry ID password - http://www.blackberry.com/btsc/KB26361

Q. How can I confirm what my BlackBerry ID Username is?
A. KB28684 - How to confirm what my BlackBerry ID Username is - http://www.blackberry.com/btsc/KB28684

Q. How can I reset my password using my password recovery question?
A. KB28685 - How to reset the BlackBerry ID password using the password recovery question - http://www.blackberry.com/btsc/KB28685

Q. Will customers be required to have Internet to take advantage of this offer?
A. These free apps valued at up to $100 USD, will be downloadable from BlackBerry App World which requires a internet plan and over Wi-Fi® from BlackBerry App World beginning in mid December 2011. Customers who do not have an internet plan can download applications via the App World storefront. For instructions see KB28715 - How to Install applications from BlackBerry App World using a computer system - http://www.blackberry.com/btsc/KB28715

Q. What are we offering customers who do not have Internet (if this is required)?
A. If you do not have an Internet plan you can download applications via the App World storefront. For instructions see KB28715 - How to Install applications from BlackBerry App World using a computer system - http://www.blackberry.com/btsc/KB28715

Q. Is there an alternative offer if I do not want any of these apps?
A. No. In an effort to reach out to our customers around the world, in an individual way that would not impose/create tax/income/currency exchange challenges, we are offering our valued customers these premier and free apps that have been hand selected.

Q. How long is this offer good for?
A. Customers can download these premium apps until December 31, 2011.

Q. Will apps only be available for devices that have software version 5.0 and later?
A. All apps will be available for devices running software version 5.0 and later, and some will also be available for device software 4.5 and 4.6. Please check BlackBerry App World to confirm the availability of apps for your device.

Q. Will all of the apps be available in every country?
A. The apps that will be available through the Thank You Gift From BlackBerry offer were selected to ensure they were available globally. There are some regions where there are exceptions for some of the apps. There are a limited number of countries that will not be able to access BlackBerry App World.

Q. BlackBerry App World is not available in my country. Where can I get the free apps from?
A. Unfortunately the free app offer is only available through BlackBerry App World. We apologize for any inconvenience.

Q. I do not have a data plan that allows me access to BlackBerry App World. Where can I get the free apps from?
A. If you do not have an Internet plan you can download applications via the App World storefront. For instructions see KB28715 - How to Install applications from BlackBerry App World using a computer system - http://www.blackberry.com/btsc/KB28715

Q. For Enterprise customers who may not have BlackBerry AppWorld due to policies deployed by their BES Administrator, will RIM provide files (COD and ALX) so the apps can be deployed from the BES?
A. Unfortunately the free app offer is only available through BlackBerry App World. We apologize for any inconvenience.

Q. Will SMB and Enterprise customers have access to all of the free apps?
A. If an app is not suitable for an SMB or Enterprise customer, the BES administrator for that company will have the ability to block the app.

Q. Is the date of November 7, 2011, still the planned date for BlackBerry App World launch in 2nd Wave countries? Can we assure the carriers that this will happen?
A. It is the intention to launch on Nov. 7th. We don't intend to push this out.

Q. How will apps be marked in BlackBerry App World?
A. As apps become available through this offer, they can be found in the carousel in a category titled as Thank You Gift From BlackBerry. If the app is not visible in the carousel, it can be found in App World 3.0 by selecting Apps and then *Thank You Gift*, or by performing a search of the application name from within BlackBerry App World. Customers can also visit the following link, http://appworld.blackberry.com/webstore/category/118, to see which apps are available from a web browser. This link will be publicized through BlackBerry social media channels.

Q. What about compensation from my carrier?
A. This special offer is being made by Research In Motion (RIM)/BlackBerry. I cannot comment on any third party offerings.

Q. What if the user has BlackBerry App World 2.X?
A. If a customer has BlackBerry App World version 2.X, they can access the applications by navigating as follows using their Blackberry smartphone: Categories -> Apps -> *Thank You Gift*

Q. When I launch BlackBerry App World, why am I not seeing the Thank You Gift in the featured carousel?
A. Please follow KB24714 to clear the BlackBerry App World cache - www.blackberry.com/btsc/KB24714

Q. What are the system requirements to get the free apps?
A. To support installation and/or access to BlackBerry App World, your BlackBerry smartphone must have the following:

• BlackBerry App World 2.1 requires BlackBerry Device Software v4.5 or higher.
• BlackBerry App World 3.0 requires BlackBerry Device Software v5.0 or higher (Click "options", then "about" from your BlackBerry smartphone to check your version).
• Activation of a data service plan that includes Internet access through the BlackBerry Browser.
• Some enterprises may have IT policies that restrict access to the BlackBerry App World or the operation of third party applications on BlackBerry smartphones.

Learn how to update your device software here: http://us.blackberry.com/update/

View the countries where App World is available here: http://www.blackberry.com/app_includes/devicesoftware/appworld/appworld_availability_en.html

Q. How will customers find the Thank You Gift From BlackBerry applications in BlackBerry App World?
A. As apps become available through this offer, customers using App World 3.0 can find them in the carousel in the category called Thank You Gift From BlackBerry. Customers using App World 2.x can find the apps in the Thank You Gift From BlackBerry category under Applications. Customers can also visit www.myblackberryapp.com to see which apps are available via their web browsers. This link will be publicized through BlackBerry social media channels.

Q. I pre-pay for my BB data service through a carrier and want to know if I will get rebated for my lost usage days . What are you and the carriers going to do to reimburse me?
A. We realize that the service interruptions had an impact on our customers. The Thank You Gift From BlackBerry being offered through BlackBerry App World is the first step in the process of rebuilding your trust, and it is being offered free as an expression of appreciation for your patience. We also have a separate offer of one month of Technical Support for our enterprise/BES customers. We can’t comment on any third party plans to address this at this time.

Q. How often will new apps relating to the free offer be added to BlackBerry App World?
A. Between now and November 30, new apps will be made available through the Thank You Gift From BlackBerry offer. These apps will remain available until December 31, 2011. Check BlackBerry App World to see when new apps are added.

Q. When will the apps relating to the free offer be removed from BlackBerry App World? All at the same time?
A. All of the apps selected for the Thank You Gift offer will remain available to download at no charge until December 31, 2011, and they are yours to keep afterward as well. Starting January 1, 2012, these premium apps will return to full price on BlackBerry App World.

Q. Can companies who block BlackBerry App World push the apps via BES?
A. The apps being offered are available for download through BlackBerry App World, or via the BlackBerry App World storefront only.

Q. Is there an app or compensation option available for PlayBook customers?
A. We created this offer for BlackBerry smartphone customers as an expression of appreciation for their patience during the recent service disruptions. We appreciate all of our customers; however this offer is only available to BlackBerry smartphone customers who experienced these interruptions and delays.

Q. Can users with BIS – Light and BIS – Social take advantage of this offer?
A. Users with BIS – Light and BIS – Social can download applications via the App World storefront. For instructions see KB28715 - How to Install applications from BlackBerry App World using a computer system - http://www.blackberry.com/btsc/KB28715