You cannot find a new user account in the directory using the BlackBerry Administration Service

Possible solution

Refresh the list of available user accounts that the BlackBerry Administration Service can access from the directory. By default, the BlackBerry Administration Service refreshes the list of available user accounts at 12:30 AM daily.

1. In the BlackBerry Administration Service, on the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain > Component view.
2. Click Email.
3. Click Refresh available user list from company directory.

The background process to refresh the user list starts. The amount of time that the BlackBerry Administration Service requires to refresh the user list depends on the size of the directory.