Troubleshoot issues related to email on your BlackBerry Q10

Last Updated: Mar 18, 2015

This article helps troubleshoot email issues on your BlackBerry Q10.

You may have email issues if you're unable to:

  • Send emails
  • Receive emails

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify your BlackBerry® Q10 is connected to the Sprint network.

    Be sure mobile data is enabled. A data connection is required to send or receive email.

    1. From the home screen, swipe to and tap Settings.
    2. Tap Network and Connections.
    3. Tap Mobile Network.
    4. Tap the Mobile Network slider to On.
    5. Tap the Data Services slider to On.
    6. You've now enabled mobile data.
  2. Verify that the email address and password are correct.

    On your BlackBerry Q10 web browser, navigate to your email provider's website and try to sign in to your email account.

    If you're unable to sign in, double-check that you entered the correct username and password.

    If you recently updated your email account password, you also have to update the email settings on your BlackBerry Q10.

  3. Double-check that you have set up your email account correctly on your BlackBerry Q10.

    Be sure that you've entered the exact settings for each email account you want to access. The instructions are different depending on the type of email account you're trying to set up.

    • For a personal email address:

      This is the most common scenario and includes all major public email providers such as Yahoo!®, Hotmail®, Gmail™, and AOL®.

      1. If you've already set up the email address on your BlackBerry Q10, try removing it from your phone to delete any incorrect settings.
      2. This step doesn't delete any of your emails. It only removes the link to your account for now. Remove an email account.

      3. Add your email account to your BlackBerry Q10.
    • For a business email address via Microsoft Exchange™:

      Many companies provide a Microsoft Exchange email address to their employees.

      Sprint recommends that you contact your IT department for the correct setup information. You'll need your server address, domain, username, and your corporate password.

      After you have this information, set up the Microsoft Exchange account.

      If your Exchange account still doesn't work, contact your corporate IT department for more help.

  4. Perform a soft reset.

    A soft reset reconnects your BlackBerry Q10 to the Sprint network.

    1. Press and hold the Power key to turn your BlackBerry Q10 off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Press and hold the Power key to turn your BlackBerry Q10 back on.
    4. Test your phone to see if the issue is resolved.

Note: To optimize device performance, be sure your BlackBerry Q10 is running the most recent device software. Check for software updates.

If you're still having issues, please try our community pages for the BlackBerry Q10 or contact Sprint Customer Care for more help.

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