Frequently Asked Question

This may be happening because your device is low on memory. Please try closing applications in the background that you aren’t actively using. You can also try clearing the application cache on your device. If the issue persists, please use the “Report Problem” utility within the BBM client to submit a help request to the BBM Care Team.
Your BBM Display Picture may appear blurry or pixelated if the image is of a low quality or resolution. Please choose another picture or take a new picture with your smartphone camera.
iOS:
  1. Open BBM app
  2. Tap ‘Me’ on the bottom-right
  3. Tap ‘Settings’ icon
  4. Tap ‘Blackberry ID’ link
  5. Sign in to BBM by filling ‘Password’ then tap ‘Sign In’ button
  6. Tap ‘Edit Account Information’ link
  7. Change your BBID email then fill in password then tap ‘Save’ button
  8. Fill in Verification Code that has been sent to your new email
  9. Your BBID email has been changed
Android:
  1. Open BBM app
  2. Tap ‘Me’ on the bottom-right
  3. Tap Account > BBID icon
  4. Tap ‘Blackberry ID’ link
  5. Sign in to BBM by filling ‘Password’ then tap ‘Sign In’ button
  6. Tap ‘Edit Account Information’ link
  7. Change your BBID email then fill in password then tap ‘Save’ button
  8. Fill in Verification Code that has been sent to your new email
  9. Your BBID email has been changed

Use these steps below for your specific device.

iOS:
  1. Open your BBM app and make sure all of the following options are enabled
    • Me => Notifications => Notifications Preview
  2. On your device go to Settings and then find Apps => BBM => Notifications=> Enable "Allow Notifications"
Android:
  1. Open your BBM app and make sure all the following options are enable
    • Me => Notifications => Checklist ‘BBM Connected Icons’
    • Me => Notifications => Enable ‘Notifications’
    • Me => Notifications => Enable ‘Ping and Priority Notifications’
  2. On your device go to Settings and then find Apps => BBM =>Notification=>Enable "Allow Notifications"

Use these steps below for your specific device.

iOS:
  1. Tap ‘Me’
  2. Then tap ‘PIN’
  3. Tap ‘Continue’
  4. Enter your ‘Custom PIN’ and make sure the PIN is not in use
  5. Tap ‘Done’ button
Android:
  1. Tap ‘Me’
  2. Then tap ‘PIN’
  3. Tap ‘Continue’
  4. Enter your ‘Custom PIN’ and make sure the PIN is not in use
  5. Tap ‘Done’ button
Note : Your PIN at least 6 - 8 Letters or Numbers, you can also using the letter A-Z, or Figures 0-9.

For greater stability, always make sure you’re using the latest version of the BBM application which can be found in the Apple AppStore or Google PlayStore. Connection issues are usually caused by poor quality internet connections either through WiFi or your mobile provider. In most cases, connection issues are temporary and will resolve themselves once a good quality connection is re-established.

If this you experience problem, please do the following steps in advance.

  1. Check your connectivity
    • If you're currently connected to Wi-Fi, try connecting to a different Wi-Fi network or switch Wi-Fi off and use your mobile data connection.
    • If you're currently connected to mobile data, try turning Wi-Fi on and use a Wi-Fi connection.
  2. Restart your BBM application
    If your BBM application still cannot connect, try restarting the app by closing it and making sure it is first removed from recent apps list and re-opening it.
  3. Restart your smartphone
    If your BBM application still cannot connect, try restarting your smartphone.

If you experience issues trying to sign-in to BBM, follow the instructions below for your specific issue.

  1. Forgot Password

    If you forget your password, you can recover your password by using these following steps:

    1. Sign in to BBM using the email address/phone number that you've used for your BBID.
    2. Tap on 'Forgot Password'.
    3. A password reset email will be sent to the email address/phone number that you've used for your BBID. Follow the instructions provided in the email message.
    4. Enter your password recovery answer. Follow the instructions on the screen to set a new password.

    However, for recovering password, you must have verified your email/phone number also set recovery question. If you cannot answer the password recovery question or cannot access the email/phone number associated with your BBID, you will not be able to sign in or regain access to this BBID account. The only option is to create a new one BBID. This is the security policy that is applied to keep any account safe.

  2. Unable to receive SMS verification code or “password reset” email.
    1. Follow this step if you’re still unable receive the SMS verification code, after entering the linked phone number:
      1. Double-check that the correct country/region is selected in front of the phone number entry box.
      2. Double-check that you've entered the appropriate mobile number. After selecting country/region will not need to include the country or region code in front of the mobile number that you've entered. Landline phone numbers are not acceptable.
      3. If you've installed a mobile security app that may block incoming SMS messages, be sure to first temporarily turn off the blocking feature and request a new verification code to be sent to your mobile.
      4. Try to switch your mobile SIM card to a different mobile phone and trying to install and register BBM from the different device.
    2. Follow this step if you’re still unable to receive a verification code via email:
      1. First, search for related emails through your email client's built-in search feature.
      2. Check your email account "Spam" folder to see whether the relevant email has been filed as "spam".
      3. If the delay is due to network or mail server problems, we advise you to wait for several hours before checking for the email again.
  3. Locked BBID

    To prevent unauthorized access to the account, BBID will become locked out after a number of failed Sign In attempts.

    If you entered BBID password incorrectly 10 times on the BBID sign in screen, verify password screen, or BBID Edit screens, you are locked out of all the following functions for 15 minutes. After 15 minutes, you will get 1 try to provide the correct password on the sign in and/or verify password screens. If you fail to enter the correct password, you will be locked out for an additional 15 minutes on that device, so please wait for another 15 minutes.

If you know your current BBM password and would like to change it, use these steps below for your specific device.

iOS
  1. Open BBM app
  2. Tap "Me" on the bottom-right.
  3. Tap Settings > BBID
  4. Enter your password and tap Sign In
  5. Tap Change Password
  6. Enter the current password, a new password, and confirm the new password once more, then tap Save. Passwords must be between 6-20 characters.
  7. A confirmation message is displayed "Your password has been successfully updated"
Android
  1. Open BBM app
  2. Tap "Me" on the bottom-right.
  3. Tap Account > BBID
  4. Enter your password and tap Sign In
  5. Tap Change Password
  6. Enter the current password, a new password, and confirm the new password once more, then tap Save. Passwords must be between 6-20 characters.
  7. A confirmation message is displayed "Your password has been successfully changed"
Please make sure you have correctly set local timezone in your device as BBM needs the correct time for your location to operate properly.
BBMoji allows you to create funny cartoons and emoticons from your photos. Here’s how you do it:
  1. Download the latest version of both BBM and BBMoji from the Apple AppStore or Google PlayStore
  2. Open BBM and go to any chat
  3. Tab on the sticker icon (Sticker)
  4. Select the BBMoji tab and click on Create Your Avatar
  5. You’ll be prompted to Authorize BBMoji
  6. Click Allow on Authorization page to link BBMoji to your BBM account and you’ll be redirected to the BBMoji app to create your personalized stickers
  7. Take a selfie or upload a photoexpression
  8. Choose your gender and age
  9. Customize your avatar based on preferences such as eyes and facial shapes and hairstyles. You can also accessorize your avatar with glasses and more!
  10. Click Save when you’re satisfied with your avatar, and you’ll be taken to BBMoji homepage with your created avatar.
  11. Tab on Start using in BBM to share BBMoji stickers on BBM with your contacts