Troubleshooting: BlackBerry Hub

Troubleshooting wizard: I'm having problems using email

The troubleshooting wizard guides you through a series of questions and tasks that are intended to help you solve your email issue.

Start the troubleshooting wizard

Note: This troubleshooting wizard is available in English only.

I'm not receiving messages

Try the following:

  • If you recently changed an account password, make sure that you update the password in the Accounts settings on your BlackBerry device. On the home screen, swipe down from the top of the screen. Tap The Settings icon Settings > Accounts. Tap an account. Make your changes. Tap Save.
  • Check your network connection settings to make sure that your device is connected to a Wi-Fi or mobile network.  If you're not in a wireless coverage area, you should receive messages when you return to a wireless coverage area.
  • If you're connected to a mobile network, check that data services are turned on. On the home screen, swipe down from the top of the screen. Tap The Settings icon Settings > Networks and Connections > Mobile Network. Make sure the Data Services switch is set to On.

I can only see email for the last 30 days

For some types of email accounts, the default timeframe that your BlackBerry device initially syncs email is 30 days in the past. To change this setting, on the home screen, swipe down from the top of the screen. Tap Settings > Accounts. Tap the email account. In the Sync Timeframe drop-down list, tap an option. Tap Save.

I can't find my work email in the BlackBerry Hub

If you added a work account to your BlackBerry device, your administrator might have turned on a policy that separates the BlackBerry Hub into a work view, which contains your messages and notifications for only your work account, and a personal view, which contains your messages and notifications for only your personal accounts.

To see the work view, in the BlackBerry Hub, tap The Hub icon > Switch To Work.

I can't see the recipients for a message

To see the other recipients of a message and the account that you received the message in, in the message, at the top-right corner of the screen, tap the arrow.

I can't send or forward a text message

You might not be able to forward a text message if the content of the message includes copyright-protected information.

If you use a work account that is supported by a BlackBerry Enterprise Server, your administrator might not allow you to send text messages, but you might still be able to receive text messages.

I can't attach a file to a text message

The file might be too large, or your wireless service plan might not support MMS messaging, which is required to attach files to text messages. Contact your service provider for more information.