Email issues on device

Troubleshoot email issues on a device, including setup or sending/receiving problems.


If you need help with doing any step, visit the Devices page, select your device, and find the steps.


To fix this issue:


Most devices

  1. Check the following:
  2. Clear out old emails.
  3. Test the email. Continue troubleshooting if you're still experiencing the issue.
  4. Delete the email account.
  5. Turn off your phone.
  6. Wait five seconds and turn on your phone.
  7. Add your email account.
  8. Test the email again. Continue troubleshooting if you're still experiencing the problem.
  9. If these steps have not fixed the problem, contact us.



BlackBerry devices

  1. Check the email account you're using:
    • For POP accounts, make sure that the settings leave a copy of the messages on the server.
    • For IMAP accounts, make sure that you have fewer than 900 messages in your inbox.
    • For Microsoft Outlook accounts, make sure that you're receiving messages on a computer. If you aren't receiving messages, contact the email provider.
  2. Check the following:
    • Your device has signal. See Signal issues or device has no service if it doesn't.
    • The time and date are set correctly on your device.
    • The firewall is not blocking email messages:
      1. From the Home screen, select Options.
      2. Scroll to and select Security or Security Options.
      3. Scroll to and select Firewall.
      4. Deselect all email boxes.
  3. Resend the service books to your BlackBerry device.
  4. Wait 15 minutes. If the device does not receive messages after 15 minutes, delete and re-add the email account.
  5. If you are still having this issue, contact us.