1. fish323's Avatar
    I am in Vietnam. I cannot sign in on my Z10. I have reset the password online so it is definitely correct but it won't let me sign in on the phone. Also, protect does not work here. Is Blackberry banned here?
    06-28-15 07:11 AM
  2. jaydee5799's Avatar
    what do you mean you have reset the password online? the password is the one you entered on your phone. It can't be changed online as far as I know. What password are you talking about?
    06-29-15 07:06 AM
  3. fish323's Avatar
    Thank you. Finally someone has answered
    I often forget my password and have to ask for a reset to be sent to my email address. I did it this time and successfully reset it. I can sign in to my account online. See second photo. But although I can sign in BB Protect is completely inactive see stop[ hand and no red sign in front. When I look for the location it gives my location in London 2 months ago.
    Why can't I sign in on my phone?-dscf3105.jpgWhy can't I sign in on my phone?-dscf3108.jpg
    Last edited by fish323; 06-30-15 at 10:38 PM. Reason: Spelling
    06-30-15 10:35 PM
  4. fish323's Avatar
    I understand why I can't activate the protect as I am only on 10.3.1. But why I can't sign in on my phone when I clearly know the password is a mystery
    06-30-15 10:44 PM
  5. chuck188's Avatar
    Jaydee is right, you cannot change your password online,. It can only be done on the BB Z10 itself. You must have been reseting another black berry password online rather than the one relating to your google drives.
    07-01-15 03:23 AM
  6. shorski's Avatar
    By what you said and the pictures you posted, you can use your phone but you cannot sign in into BlackBerry Protect on your phone, but you can do that successfully on the website on pc, right?
    Should that be the case, it should be that you are entering the wrong password or the username/ID is not the right one. Ensure what you are doing on the website is exactly the same as what you are doing on your phone.

    z30sta100-2os10.3.blackberry
    07-01-15 03:58 AM
  7. shorski's Avatar
    Jaydee is right, you cannot change your password online,. It can only be done on the BB Z10 itself. You must have been reseting another black berry password online rather than the one relating to your google drives.
    He is talking about BBID password, so yes he can change the password online

    z30sta100-2os10.3.blackberry
    07-01-15 03:58 AM
  8. fish323's Avatar
    I am 100% certain. I have double and triple checked it with the password showing. Absolutely no mistake.
    I have tried it about 20 times on the phone and every time it blocks me. Every time I try it online it lets me in. Possibly once or twice i might make a mistake but 20 times, no chance.
    Last edited by fish323; 07-01-15 at 03:04 PM. Reason: Additional info
    07-01-15 03:00 PM
  9. shorski's Avatar
    I am 100% certain. I have double and triple checked it with the password showing. Absolutely no mistake.
    I have tried it about 20 times on the phone and every time it blocks me. Every time I try it online it lets me in. Possibly once or twice i might make a mistake but 20 times, no chance.
    Reload the OS of the device and try it again.
    I don't guarantee if that will solve it but it won't hurt to try. Well that's if you don't have apps/info on the device you don't want to lose.

    z30sta100-2os10.3.blackberry
    07-01-15 03:12 PM
  10. scrannel's Avatar
    So... is this phone associated with this ID? I have two Z10s, both associated with my ID. When I log in to BBerry protect, it asks which phone I want to check on etc. If the phone is not associated with that ID, I don't think you can get on using your BBID from that phone.

    In BBerry protect, click on "model" and be sure that's your phone. Because you can use protect on 10.3.1 as I have a phone on 10.2 and it works.
    07-01-15 08:20 PM
  11. fish323's Avatar
    Hi the pin is correct in Protect. It has to be something to do with my location. I am back in the UK for 2 weeks in mid August. I am certain when I try and log on there it will work, I will let you know. As the phone is working perfectly at the moment (except I can't download apps) I am not going to reset it just incase I lose everything and have to start from scratch. Thank you for your help I will let you know what happens.
    07-01-15 09:16 PM
  12. scrannel's Avatar
    I'm suggesting basically the same thing as chuck188... once again:

    In BBerry protect, click on "model" and be sure that's your phone. (And, you can use protect on 10.3.1 as I have a phone on 10.2 and it works) Sure, your ID will get you into protect, but is the phone in question actually registered under that ID? Simple way to find out...
    07-02-15 10:48 AM
  13. fish323's Avatar
    Hi
    Yes I have just done it again. My phone is Z10 and the pin is correct. It is exactly what you see int he photos above. When I clicked on the model the dropdown only had one model and that was Blackberry Z10
    07-02-15 07:59 PM
  14. fish323's Avatar
    Really embarrassing, I have rest the password again online and it now works on both phone and online. User error. Apologies. grovelling apologies
    07-02-15 08:14 PM
  15. scrannel's Avatar
    You know, this stuff can get confusing. Glad you're up and running.
    07-02-15 08:49 PM
  16. chuck188's Avatar
    You can go online to your blackberry portal and perform a password reset there. If you can still not sigh in, it may be your isp not enabling you. Then get a vpn. vpn is the way forward for any proxy and connectivity issues.
    07-03-15 04:35 AM

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