Unable to log in to a BlackBerry Internet Service account

[BESadmin]

Unable to log in to a BlackBerry Internet Service account

Doc ID : KB11261
Last Modified : 2007-07-17
Document Type : Support

Environment

• BlackBerry® Internet Service 2.x

Note: To determine which version of the BlackBerry Internet Service you are using, see KB04989.

Problem

The BlackBerry device user is unable to log in to the BlackBerry Internet Service account.

Cause

Summary of Causes
This issue may be caused by one of the following:

1. The BlackBerry Internet Service account is suspended.
2. The BlackBerry Internet Service account is locked.
3. The BlackBerry device user is attempting to access the BlackBerry Internet Service account using an incorrect username.
4. The BlackBerry device user is attempting to access the BlackBerry Internet Service account using an incorrect password.
5. The BlackBerry device user is attempting to access the BlackBerry Internet Service account using an unsupported browser.

Resolution

Complete the appropriate resolution.

Cause 1

The BlackBerry Internet Service account is suspended.

Resolution

Contact the wireless service provider to determine the status of the BlackBerry Internet Service account.

Cause 2

The BlackBerry Internet Service account is locked.

Note: This may have occurred if multiple logins were attempted with an incorrect password.

Resolution

Contact the wireless service provider and request that the BlackBerry Internet Service account be unlocked.

Cause 3

The BlackBerry device user is attempting to access the BlackBerry Internet Service account using an incorrect username.

Resolution

Contact the wireless service provider to confirm the correct username for the BlackBerry Internet Service account.

Cause 4

The BlackBerry device user is attempting to access the BlackBerry Internet Service account using an incorrect username.

Resolution

Retrieve the BlackBerry Internet Service account password using the Forgot Password link on the wireless service provider's BlackBerry Internet Service web site. The password is sent to the BlackBerry device.

Cause 5

The BlackBerry device user is attempting to access the BlackBerry Internet Service account using an unsupported browser.

Resolution

Use a supported browser to access the BlackBerry Internet Service account. See KB03755 for a list of supported browsers.