Email issues on your device

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

     

    If you need help performing any step, check the how-to guides for your device on the Devices page.

     

    To fix this issue:

    1. Make sure of the following:
      • Your device has signal. See can't get signal if it doesn't.
      • You're not using a third-party app to send and receive email. If you are, make sure that the app is set to leave a copy of your emails on the server.
      • You can access the Internet. If you can't, check out Can't access the Internet or use data on your device.
      • Your email account is set up properly.
    2. Clear out old emails and retest the issue. Continue troubleshooting if you're still experiencing the issue.
    3. Delete the email account.
    4. Turn off your phone.
    5. Wait five seconds and turn on your phone.
    6. Add your email account.
    7. Retest the issue. Continue troubleshooting if you're still experiencing the problem.
    8. 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. Make sure of the following:
      • Your device has signal. See can't get signal 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.