Frequently Asked Questions

 

• Upgrading to the new BlackBerry Internet Service
• Using the new BlackBerry Internet Service features

Upgrading to the new BlackBerry Internet Service

Q. Which of my settings will be migrated to my new BlackBerry® Internet Service account when I upgrade?

A. The following data will be migrated, or will not change:

• Your chosen BlackBerry® email address will remain unchanged.
• All email addresses you currently have set up with the BlackBerry Internet Service will still be set up once you upgrade.
• Email settings for each integrated email account or your BlackBerry email address such as Auto-Signature and Your Name, will remain unchanged.

The following data will not be migrated:

• Email messages in the inbox of the BlackBerry Internet Service website will not be accessible via the new BlackBerry Internet Service website.
• Existing Filters, Auto BCC and Reply To address information will not be migrated and will need to be set up again for each integrated email account.
• Any contact information stored in the Address Book on the current BlackBerry Internet Service website will not be accessible.

Q. If I want enhanced integration with my Yahoo!® Mail or Gmail accounts on my BlackBerry smartphone, will this automatically happen when I upgrade?

A. Yahoo! Mail and Gmail email addresses that you currently have set up with the BlackBerry Internet Service will still be set up once you upgrade. However, if you wish to get enhanced integration features with your Yahoo! Mail and Gmail accounts on your BlackBerry smartphone you will need to delete and then reintegrate your Yahoo! Mail and Gmail accounts using the new BlackBerry Internet Service website.

Features enabled with enhanced integration with Yahoo! Mail accounts include the ability to experience virtual real-time delivery of email messages sent to your Yahoo! Mail accounts and two-way synchronization of sent and deleted items as well as read/unread message status*.

Features enabled with enhanced integration with Gmail accounts include the ability to experience virtual real-time delivery of email messages to your sent to your Gmail accounts.

Q. After I upgrade, will I be able to access my old BlackBerry Internet Service website interface?

A. No. Post-migration you will only be capable of accessing the new BlackBerry Internet Service website.

Q. Will the webmail/inbox functionality of the BlackBerry Internet Service website still exist after I upgrade?

A. No. To simplify mail management, upon upgrade, the webmail/inbox functionality of BlackBerry Internet Service web site that allowed you to view messages from all integrated accounts from a desktop browser will no longer be available. With the new version of BlackBerry Internet Service, you simply view and manage email messages right from your BlackBerry smartphone – so there’s no longer an additional inbox or mail storage quota to manage on the BlackBerry Internet Service website¹.

For example, if someone sends a message to your userID@carrier.blackberry.com email account you will only receive a copy on your smartphone and will not receive or have to manage an extra copy of the message in an inbox on the BlackBerry Internet Service website.

Q. Will I have full access to messages on my BlackBerry smartphone for an indefinite period of time?

A. After 30 days, messages sent to your BlackBerry email address cannot be replied to, or forwarded from, the smartphone, and you will be unable to request from the smartphone to download more of these messages or to view any attachments in these messages. Should you wish to keep a copy of any of these messages indefinitely, forward a copy to another email account.

For messages sent to your third party integrated email accounts, messages are still fully accessible after 30 days from your BlackBerry smartphone and a copy of the message will still be available in your originating email account¹.

Q. Will my BlackBerry smartphone run out of memory if I don’t delete my messages?

A.Your BlackBerry smartphone behavior won’t change at all. The oldest messages are simply deleted from the smartphone to make room for new messages.

Q. With the webmail/inbox functionality of the BlackBerry Internet Service website no longer available after upgrade, what will be the purpose of the new BlackBerry Internet Service website?

A. After upgrading to BlackBerry Internet Service, you can still use the BlackBerry Internet Service website to do the following:

• Integrate additional email accounts or delete integrated accounts
• Configure the settings for each account (i.e. filters, friendly names, auto signature, auto BCC, auto-forwarding, reply to address)
• Change the smartphone associated with your service
• Change your password
• Resend a service book to your smartphone.

Q. What are the differences between the old BlackBerry Internet Service and the new BlackBerry Internet Service?

A. The below chart compares some of the differences between the old BlackBerry Internet Service and the new BlackBerry Internet Service

Using the new BlackBerry Internet Service features

Q. After upgrading to the new BlackBerry Internet Service, I noticed that I now have more then one message inbox on the home screen of my BlackBerry® smartphone. Why is this?

A. With the new BlackBerry Internet Service, your BlackBerry email address and each integrated email account will have their own individual message icons/inboxes on the home screen of the BlackBerry smartphone⁴. So if, for example, you integrate three email accounts with your smartphone then you will have three individual message icons/inboxes on the home screen of your smartphone, as well as one icon/inbox that will consolidate email from all 3 email accounts.

Q. I’ve heard the new BlackBerry Internet Service introduces the ability for multiple Sent From email addresses. How does this work?

A. Each email account integrated with your smartphone will have a unique Sent From and Reply To address. For newly composed messages, you can select the email account from which to send.

For example, select Compose Email in the Messages application Place your cursor over the Send Using field, then click the trackwheel or menu button and select Change Option. A list of all accounts integrated with your smartphone will appear. Simply select the email account from which you wish to send the email and then compose your message. For replies, the default outbound Reply To address will correspond to the email address to which the email was delivered.

Q. What is the new process if I’ve forgotten my password for the new BlackBerry Internet Service website?

A. If you’ve forgotten your password for the new BlackBerry Internet Service website, , click on the “Forgotten your password?” link on the log in page either via your desktop browser or via the smartphone browser. Then enter either the PIN for your smartphone (PIN can be found Under Options/Status on your BlackBerry smartphone) or your User ID. A PIN message containing your password will be sent to your BlackBerry smartphone *

Q. What is the Auto Forward feature and how do I set it up?

A. The new BlackBerry Internet Service introduces an Auto-Forwarding feature which allows you to have a copy of email messages sent to your smartphone-based BlackBerry email address automatically forwarded to another third-party web mail account (such as Yahoo! Mail or Gmail).

This feature is ideal when you need easy desktop access to mail sent to your BlackBerry email address (which is only viewable from the smartphone) from a desktop browser as well. Similarly, Auto BCC allows you to automatically send a copy of all messages sent from your BlackBerry email address to another email account. You can set the auto forward feature by doing the following:

1. From the BlackBerry Internet Service website home page, click on Edit beside the email account you wish to set up an Auto Forward and Auto BCC rule for.
2. In the Auto forward and Auto BCC field, type the email address of another email account.
3. Set an auto forwarding rule for “All messages” and click Save.

Q. How do I access the new BlackBerry Internet Service website from my smartphone?

A. The website address for accessing the new BlackBerry Internet Service website from your smartphone will be different from the address you used to access the old BlackBerry Internet Service website from your desktop browser. Please refer to the getting started information provided by your service provider (i.e. in the in box documentation or information on your service provider’s website) for the website address to access the new BlackBerry Internet Service website from your smartphone *.

Q. Is there a difference in functionality if I access the new BlackBerry Internet Service website from my smartphone browser rather then from my desktop browser?

A. When you browse to the new BlackBerry Internet Service website via the smartphone browser, you can now per form almost all the same functions as you can from the desktop browser interface.

Some notable exceptions include:

• Downloading the Mail Connector application
• Setting up filters for each integrated email account

Q. Will attachment viewing change with the new BlackBerry Internet Service?

A. Yes. As there is no longer a mailbox quota to manage on your BlackBerry smartphone, messages larger than 8 MB including attachments that are sent to your BlackBerry email address will not be delivered to your BlackBerry smartphone and are bounced back to the sender. For integrated email accounts, messages larger then 8 MB will have the header of the message only sent to your BlackBerry smartphone.

Q What kind of synchronization is supported with the new BlackBerry Internet Service?

A. Depending on the type of account you are using, the new BlackBerry Internet Service may support one-way synchronization from your BlackBerry smartphone to the source mail server. For Yahoo! mail accounts, it will support two-way synchronization, which will also include synchronization of messages from the Yahoo! Mail account to the BlackBerry smartphone. Wireless email reconciliation features are source-, protocol-, and implementation-dependant*.

Types of one-way synchronization features that may be available include:

• Deleted Items
  For email accounts that support this functionality, messages deleted from the smartphone are deleted on the source server. Additionally, where possible, the deleted items are appended to the source’s Trash or Deleted Items folder. The smartphone’s default wireless delete setting for third party accounts is set to “Prompt” (i.e. the user is prompted to delete “On Mailbox and Handheld” or “On Handheld”). (Note that “Mailbox” is referring to the inbox of your originating email account).

  Should you wish to change this option to automatically (i.e. without prompting) delete on the Mailbox and Handheld or just the Handheld, you can change the option by entering the Messages application, clicking the trackwheel or menu button, selecting Options, then selecting Email Reconciliation. Then change the Delete On setting to your preferred setting.

• Sent Items
  For email accounts that support this functionality, a copy of items sent from the smartphone are saved in the source’s Sent Items folder.

• Message Status (Read/ Unread status)
  For email accounts that support this functionality , message read/unread status from the smartphone is reflected in the originating email account, so your inbox in the integrated email account matches that of your smartphone. This effectively reduces the need to manage email in two places.

Learn More

• Find out what to do before you upgrade
• Special Upgrade Instructions for BlackBerry® Connect™ Customers
• Upgrade Now!

¹ After 30 days, messages from integrated accounts are still fully accessible from your BlackBerry smartphone if a fully copy of the message is still stored in the inbox folder of your originating account and have not been moved to another folder
² Applies to BlackBerry smartphones with v4.1 software
³ Storage limits imposed by ISP or mail providers still apply
⁴ Applies on smartphones with 4.1 software.
^* Check with airtime service provider for airtime wireless service, availability, roaming arrangements, service plans and supported features.