- BlackBerry ID
- BlackBerry smartphones
- BlackBerry PlayBook tablets
If you are unable to login to your BlackBerry ID account and cannot answer the password recovery question or access the email inbox associated with your BlackBerry ID, you will not be able to sign in or regain access to the BlackBerry ID account. The only option is to reset the account and create a new one. Resetting the BlackBerry ID account allows for creation of a new BlackBerry ID account using the same email address, however, it will also complete the following:
Resetting the BlackBerry ID will:
- Delete the BlackBerry ID account
- Delete all BBM contacts
- Delete all BlackBerry World purchases
- Remove the ability to restore any previous BlackBerry 10 smartphone backups (restore requires the same BlackBerry ID account)
Warning: Resetting the BlackBerry ID is an irreversible action and should only be completed as a final troubleshooting step if all other options have been exhausted.
If you know the answer to your Password Recovery Question and would like to keep your existing BlackBerry ID account, see KB28685 to reset the BlackBerry ID account password.
If you know your existing BlackBerry ID Password and would like to change it, see KB26361.
- The inbox of the email address being used as the BlackBerry ID Username must be accessible in order to complete the reset process.
- If you would like to remove your payment information from the BlackBerry ID account prior to resetting the account, please follow the steps outlined in KB24655.
To complete the BlackBerry ID account reset, complete the following steps:
- On a computer, visit http://www.blackberry.com/blackberryid.
- Under Already have a BlackBerry ID?, click Reset your password.
- Enter your BlackBerry ID Username and the verification code shown in the CAPTCHA image and click Submit.
- If prompted with the password recovery question, enter two incorrect answers (clicking OK to submit each one). Note: In some cases this step will not be required.
- Click the Reset BlackBerry ID Account link.
- A message will appear, read through the warning then click Send.
- On the computer or your device, access the associated email inbox and open the email with Subject: Resetting your BlackBerry ID account.
Note: If the email is not received, see KB28232.
- Click Reset BlackBerry ID Account.
- On the Delete BlackBerry ID Request page, click Continue.
- A confirmation message is displayed advising that the BlackBerry ID has been deleted.
Note: If the reset email is accessed via Outlook and the Reset BlackBerry ID Account link is not functioning, forward the reset email to another webmail inbox. Then login, locate the forwarded reset email and complete the reset process by clicking the Reset BlackBerry ID Account link.
Once the BlackBerry account has been reset, complete the following:
- The email address can now be used to create a new BlackBerry ID account. For steps to create a new BlackBerry ID account, see KB24062.
Important Note: Be sure to securely document your new BlackBerry ID login information for future usage and confirm your BlackBerry ID account (see KB34137). Confirming your account ensures that you will be able to easily reset your password in future if it is forgotten.
- To remove the old account from your device and sign into the new one, see KB26694.
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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.