Email issues on your device

    Troubleshoot email issues, 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 your device doesn't have signal.
      • You're not using a third-party app to send and receive email. If you are, make sure the app is set to check that it is set to leave copy on server.
      • You're able to 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 5 seconds and turn on your phone.
    6. Add your email account.
    7. Retest the issue. Continue troubleshooting if you're still experiencing the issue.
    8. If the above steps have not fixed the problem, contact us.

     

     

    For BlackBerry devices only

    1. Check the email account you're using:
      • For POP accounts, make sure the settings leave a copy of the messages on the server.
      • For IMAP accounts, make sure you have less than 900 messages in your inbox.
      • For Microsoft Outlook accounts, make sure 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 your device doesn't have signal.
      • The time and date is correct.
      • 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. Un-check 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.