A subscriber can't send or receive email messages

The BlackBerry smartphone is not in a wireless coverage area or is not connected to the wireless network.

When the BlackBerry Internet Service cannot send an email message because the smartphone is not in a wireless coverage area, the BlackBerry Internet Service stops trying to send email messages until the smartphone returns to a wireless coverage area.

1. Verify that the subscriber is in a wireless coverage area and that the smartphone is connected to the wireless network.

The subscriber's BlackBerry Internet Service account is inactive.

1. To reactivate the BlackBerry Internet Service account, send service books to the subscriber's smartphone or ask the subscriber to send service books to the smartphone from the BlackBerry Internet Service website or the email setup application.

For more information about service books, see the subscriber online help.

The email account is not valid.

When BlackBerry Internet Service subscribers add a supported email address, if some or all of the information that they provided changes (for example, the subscriber changed the password), the BlackBerry Internet Service cannot access email messages for that email address.

If the subscriber created a user name and password for the BlackBerry Internet Service account, the subscriber's email address might not be valid. Subscribers must first validate all email addresses before they can receive email messages.

1. Ask the subscriber to log in to the BlackBerry Internet Service website or email setup application and update the information for the email address.

If the subscriber uses a desktop email application to access this email account, the application might not be set to leave email messages on the messaging server.

1. Verify that the email application is set to leave email messages on the messaging server. For more information, see the help for the email application.

The size of the email message is too large.

Email messages cannot exceed 12 MB.

• Ask the subscriber to change the settings for the BlackBerry email address to automatically forward email messages with attachments to another email address. The subscriber can then open the email message attachment from the other email account.
• Ask the subscriber to open the email message using the email application on a computer.

Email messages are filed in the subscriber's email folders in an email account that was added to the BlackBerry Internet Service.

If subscribers have set up rules or email filters through their email service provider to file their incoming email messages in email folders, subscribers cannot access these email messages from the smartphone.

• Ask the subscriber to delete the rules or email filters.
• Ask the subscriber to use a computer to open email messages that are filed in email folders in the email account.

The subscriber deleted the email messages from the smartphone.

Email messages that a subscriber deletes from the smartphone are also deleted from the email account if the email account supports wireless email reconciliation. For work mailbox types (such as Microsoft Exchange) and IMAP mailbox types, an email message that a subscriber deletes from the smartphone is copied to the deleted items folder in the subscriber's email account.

1. Ask the subscriber to try searching for the email message in the deleted items folder in the email account.

The subscriber changed the password.

If subscribers change the password for an email account that was added to the BlackBerry Internet Service, they must update the password information for that email address on the BlackBerry Internet Service.

1. Ask the subscriber to log in to the BlackBerry Internet Service website or email setup application and update the password.