How to reset the BlackBerry ID account used with BlackBerry World and BlackBerry smartphones

Article ID: KB36188

Type: Support Content

Last Modified: 08-25-2014

 

Product(s) Affected:

  • BlackBerry 10
  • Porsche Design P'9982 smartphone from BlackBerry
  • BlackBerry Z30
  • BlackBerry Z10
  • BlackBerry Z3
  • BlackBerry Q10
  • BlackBerry Q5
  • BlackBerry 7 OS and earlier
  • BlackBerry ID
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry ID
  • BlackBerry smartphones running BlackBerry OS version 7.1 and earlier 
  • BlackBerry 10 smartphones
CollapseOverview

If the BlackBerry ID account cannot be accessed due to forgotten password, forgotten Password Recovery Answer, or any other reason, a reset of the BlackBerry ID account can be completed via the BlackBerry ID website www.bbid.com

Resetting the BlackBerry ID account allows for creation of a new BlackBerry ID account using the same email address.

Warning: Completing a BlackBerry ID reset is an irreversible action and should only be completed as a final troubleshooting step if all other options have been exhausted.

Completing a BlackBerry ID reset deletes the following:

  • Current BlackBerry ID account
  • All BBM contacts
  • All BlackBerry World application purchases
  • Removes the ability to restore any previous BlackBerry 10 smartphone backup (restore requires the same BlackBerry ID account)

If the Password Recovery Answer is known, see KB28685 to reset the BlackBerry ID account password using the Password Recovery Answer. To change or reset the BlackBerry ID password, see KB26361.

Note: The inbox of the email address being used as the BlackBerry ID Username must be accessible in order to complete the reset.

Note: If a BlackBerry ID owner desires to remove the payment options from the BlackBerry ID account, it is necessary to follow the steps outlined in KB24655 before proceeding with a reset of the BlackBerry ID account.

Note: When the BlackBerry ID account was created, and if it has been confirmed, the steps required to send the Reset BlackBerry ID Account email will change.

For un-confirmed accounts with a password recovery question follow these steps to trigger the Reset BlackBerry ID Account email:

  1. On a Computer, browse to http://www.bbid.com
  2. Click on Reset your password.
  3. Enter your BlackBerry ID username (email address) into the username field.
  4. Enter the CAPTCHA verification code in the box and press Submit.
  5. Enter two incorrect answers to the Password Recovery Question and press OK.
  6. After failing to answer the Password Recovery Question twice select the link to Reset BlackBerry ID account.
  7. A message will appear, read through the warning then click Send.

For un-confirmed accounts without a password recovery question follow these steps to trigger the Reset BlackBerry ID Account email:

  1. On a Computer, browse to http://www.bbid.com/
  2. Click on Reset your password.
  3. Enter the BlackBerry ID username (email address) into the username field.
  4. Enter the CAPTCHA verification code in the box and press Submit.
  5. When the following message No Password Recovery Question has been set is displayed, click on the Reset BlackBerry ID account link.
  6. A message will appear, read through the warning then click Send.

For confirmed accounts with or without a password recovery question follow these steps to trigger the Reset BlackBerry ID Account email:

NOTE:
Any BlackBerry ID account that is confirmed has a simple password reset flow and generally should not require the BlackBerry ID account reset feature.

  1. On a Computer, browse to http://www.bbid.com
  2. Click on Reset your password.
  3. Enter your BlackBerry ID username (email address) into the username field.
  4. Enter the CAPTCHA verification code in the box and press Submit.
  5. A message box will appear advising a Request to reset the password has been submitted.
  6. Press the Reset BlackBerry ID account link at the bottom of the message box
  7. A message box will appear, read through the warning then click Send.

To complete the reset of the BlackBerry ID account follow these steps:

  1. From the Computer (Note: This will not work from a BlackBerry device):
  2. Access the associated mailbox.
  3. Locate the Resetting your BlackBerry ID account email.
  4. Select the Reset BlackBerry ID Account link.
    Note: The BlackBerry ID reset email will come from donotreply@blackberry.com. If the email is not found in the email account inbox, check the Spam or Junk folder.
  5. On the resulting webpage click Continue.
  6. 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 selecting the Reset BlackBerry ID Account link.

For steps on how to create a new BlackBerry ID account see KB24062.

Be sure to securely document the BlackBerry ID Username, Password, and Password Recovery Answer for future usage.

Confirm the newly created BlackBerry ID account by using KB34137, this will ensure a simple password reset process if the password is ever forgotten.

 

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