BlackBerry myAccount User Manual
myAccount User & Admin Guide
MYACCOUNT USER & ADMIN GUIDE Last modified March 19, 2021
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NOTE: This document is provided for informational purposes only. BlackBerry reserves the right to periodically
change information that is contained in this document, BlackBerry makes no commitment to proactively
provide any such changes, updates, enhancements, or other additions to this document to you.
The myAccount user guide is intended to
enable you to make full use of online
tools and resources available within
myAccount.
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Contents
Features and Overview ........................................................................................................................................... 5
Role Table ................................................................................................................................................................ 6
Updating Your Role or Co-workers’ Roles ........................................................................................................... 6
Key Functions in myAccount ................................................................................................................................... 7
Forgot password? ................................................................................................................................................ 8
Signing up for myAccount ................................................................................................................................... 8
Signing up for a Trial ............................................................................................................................................ 8
Dashboard Functionality and Navigation ................................................................................................................ 9
My Organization .................................................................................................................................................... 10
Overview ........................................................................................................................................................... 10
Members ........................................................................................................................................................... 11
Servers ............................................................................................................................................................... 15
Entitlements ...................................................................................................................................................... 18
Licenses ............................................................................................................................................................. 18
Analytics ............................................................................................................................................................ 19
Applications ....................................................................................................................................................... 20
Permission Groups ............................................................................................................................................ 20
My Service Requests ............................................................................................................................................. 23
Case Creation .................................................................................................................................................... 24
View Cases ......................................................................................................................................................... 27
Case Status .................................................................................................................................................... 28
Adding attachments to a case ....................................................................................................................... 28
Discussion/Product Forums .............................................................................................................................. 30
Technical Environment ...................................................................................................................................... 33
Support Subscriptions ....................................................................................................................................... 35
News & Notifications............................................................................................................................................. 36
BlackBerry Environment Status ......................................................................................................................... 37
KB Article Subscriptions ................................................................................................................................ 38
NOC Notifications .............................................................................................................................................. 38
Sign-up & Manage Notifications ....................................................................................................................... 40
Product & Support News ................................................................................................................................... 42
BlackBerry Blog ................................................................................................................................................. 42
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BlackBerry RSS Feeds ........................................................................................................................................ 42
Online Learning ..................................................................................................................................................... 43
Product Resources ................................................................................................................................................ 44
Knowledge Base Content and Search ............................................................................................................... 45
Article Subscriptions ...................................................................................................................................... 46
Downloads ......................................................................................................................................................... 47
........................................................................................................................................................................... 47
Product Documentation .................................................................................................................................... 47
BETA .................................................................................................................................................................. 47
Professional Services ......................................................................................................................................... 47
Activation Readiness ......................................................................................................................................... 48
........................................................................................................................................................................... 48
Developer Portal ............................................................................................................................................... 48
Marketplace ...................................................................................................................................................... 48
MyAccount Admin Guide .................................................................................................................................. 48
Explore BlackBerry Products ................................................................................................................................. 48
Knowledge Base (within product specific pages) .............................................................................................. 50
Partner Specific Information and functionality ..................................................................................................... 50
Partner Search ................................................................................................................................................... 51
Tickets & Surveys .............................................................................................................................................. 51
Feedback ............................................................................................................................................................... 52
Frequently Asked Questions: ................................................................................................................................ 53
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Features and Overview
myAccount is a one-stop-shop for anyone who has registered a BlackBerry Online Account. As a
BlackBerry Technical Support Services Subscriber, you have exclusive access to online self-service
tools and resources, including the ability to view your BlackBerry Technical Support agreement at any
time. Some of our top features include:
Feature
Description
Enhanced Knowledge
Base Content
Authenticate to gain access to exclusive and enhanced knowledge
base content related to BlackBerry Enterprise Software solutions.
BlackBerry Self-Service
Tools
BlackBerry Infrastructure Status and Server Connection Status
tools are just two of the many self-service tools to assist you in
diagnosing, troubleshooting, and resolving issues.
Enterprise Activation
A self-diagnostic tool to see if an end-user’s smartphone is ready
to begin the Enterprise activation process.
Account & Subscription
Management
Manage licenses and leverage features and services of your
BlackBerry Technical Support Services contract.
Expert Advice
Relevant guides, articles, webcasts, and other resources available
at the click of a button.
Notifications
Registered users can subscribe to receive Network Notifications,
allowing them to proactively be notified about any upcoming
changes or ongoing network issues that may impact their servers.
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Role Table
There are three roles: owners, admins, and members, all with an option to be given the entitlement of Named
Caller, which can be applied to each of these roles.
myAccount Functions
Role Information
Owner
Admin
Member
View Members
✓
✓
✓
Manage Members & Roles
✓
✓
View Servers
✓
✓
✓
Manage Servers
✓
✓
Delete Servers
✓
View Licenses and
Entitlements
✓
✓
✓
Sign-up for Notifications
✓
✓
✓
Import Organizations
✓
Ability to Search Product
Documents &
Troubleshooting Articles
✓
✓
✓
Software Downloads
✓
✓
✓
View Service Requests
✓
✓
✓
Create/Update Service
Requests*
✓ *Only with
additional Named
Caller designation
✓ *Only with
additional Named
Caller designation
✓ *Only with
additional Named
Caller designation
Note: An active support contract is required to access ALL server software downloads, view knowledge articles,
create/update, and view service requests.
Updating Your Role or Co-workers’ Roles
Individuals who are assigned Admin role may add or update users with any account, including Admins, Named
Callers and Members. Individuals with Named Caller may add or update contacts that also have Named Caller.
NOTE: If you are having issues creating or updating service requests, please ensure the Named Caller
designation is applied to your role. Contact either an Admin or Owner listed for your organization, or reach
out to your Account Manager (if applicable) to have the Named Caller designation added. For additional
information about managing Members, see the Members section.
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Key Functions in myAccount
Log into https://myaccount.blackberry.com/ with your BlackBerry Online account credentials.
NOTE: To access the full myAccount Community users must have an active support entitlement or be part of
an organization with an active support contract.
If you are a guest user and do not have support entitlement, you will have the ability to access certain features
and functionality within myAccount, however some tiles will remain inaccessible (greyed out), similar to the
example below:
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Forgot password?
To reset your password, click Forgot password which will send you a reset link to your email associated with
your account. Note: Too many failed login attempts will cause a temporary lockout of your account. After 30
minutes you will be able to regain access without the need to contact BlackBerry Support.
Signing up for myAccount
After clicking the sign-up button, enter the contact information and company details that will be associated
with your account. Upon completing the form select Create Account. After agreeing to the Terms and
Conditions, you will receive a verification email to activate your account. Click the link in that email and you
will be prompted to create a password and log in. If you experience issues signing up, please contact your
Account Manager.
Signing up for a Trial
Trials of BlackBerry and ISV partner products are self-service. To start a trial, visit the appropriate product
pages below or proceed to the BlackBerry website (www.blackberry.com) and select the Start Trial button next
to the product you would like to trial.
• BlackBerry UEM: https://docs.blackberry.com/en/endpoint-management/blackberry-uem/12_11
• Workspaces: https://www.blackberry.com/us/en/products/communication/blackberry-workspaces-
efss
• BBM Enterprise: https://www.blackberry.com/us/en/products/communication/bbm-enterprise
• Mobility Suites: https://www.blackberry.com/us/en/products/apps/blackberry-dynamics/blackberry-
dynamics-apps
• EMS Enterprise Edition: https://ca.blackberry.com/enterprise/customertrialrequest
• ISV Partner Products: https://marketplace.blackberry.com
If you have an existing BlackBerry Online account and organization, simply log in and follow the on-screen
prompts to gain access to the product you are trialing. If you do not have an organization, you can complete
the request form and follow the on-screen prompts to create your organization and start using your trial.
Proceed to the trial request form and fill out all information.
• Agree to terms and conditions
• Check your inbox for the email you used to sign up with
• Click on the validation link
• You’ll be prompted to setup a UEM in the BlackBerry Cloud or On-Premise (if you don’t have one
already)
For further help, please see Getting Started.
Note: When the trial has expired, you will no longer have the ability to create service requests.
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Dashboard Functionality and Navigation
Use the main dashboard feature tiles* for quick access to your Organizational functions, Service Requests,
News & Notifications, Product Resources and more. *Note: As mentioned above, to access the full myAccount
Community features, users are required to have an active support entitlement or be part of an organization
with an active support contract.
Navigate to the top-right corner of your screen and click on the three-horizontal bar menu icon to access your
personal account profile & settings, as well as other account related items.
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My Organization
The My Organization section of myAccount is found on the main dashboard and allows you to manage your
UEM, Dynamics and BEMS licenses, servers, members, and view your entitlements for your BlackBerry Online
Account.
Overview
Users have the ability to view Overview by clicking on the Overview tile under
My Organization, or by selecting the top header drop-down menu. This page
details your account details (Owner, Date Created, Members, Servers,
Customer Status, etc.) and gives you a summary of the most important
information that can be found on the proceeding pages.
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Members
Users have the ability to view members by clicking on the Members tile under
My Organization, or by selecting the top header drop-down menu.
This screen will display all members associated to your organization along with
their role. It will also identify how many total numbers of user’s there are, as
well as number of Named Callers.
Note: Each organization has a maximum number of Named Callers allowed. This number varies per
organization. In the example below, 5 Named Callers is the maximum. If you have reached your limit of Named
Callers, you must un-check a Named Caller to add an additional Named Caller. If you wish to purchase
additional Named Caller licenses, you must contact Sales.
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From here, you can also view invitations and invite other colleagues within your organization.
Click on the Invite Colleagues button to invite others to join your organization. Fill out the fields indicated and
submit.
Removing Members
To remove a member, hover over and click on the trash-can icon beside the associated member to be deleted.
Updating the Owner of your account
If the owner of the account needs to be changed and has changed roles, or has left the company, you must
reach out to your BlackBerry Account Owner to manually change ownership on your behalf.
To change ownership, the owner of the account will notice the pencil icon next to Owner to edit.
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Member management for BlackBerry Partners
Special note for Partners: Only those that have successfully completed the BlackBerry Support Professional
training and assessments may be added as Named Callers. Named Callers which have been added but are not
accredited will be removed at BlackBerry’s discretion.
Merging Organizations
Login to myAccount as an Owner or Admin of one of the two organizations you are trying to merge.
Go to the Members tab and invite the Owner of the other organization you are trying to merge with. Please
note that the other organization has a Customer Status of Trialist or None. Please see the note with the
checkmark on the right.
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Have the owner of the other organization import their entire organization (servers, other members, GD
servers) into the first organization. The second organization will no longer exist. The next time the other
owner logs into their myAccount, they will see the following message:
If the other owner selects Dismiss, they will just go to their existing Organization. If they select “Review
Invitation”, they’ll see the following:
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Importing Organizations
Note: During import, the custom permissions groups of the imported organization are added to that of the
importing organization.
Servers
Users have the ability to manage your Cloud and On-Premise Servers by clicking
on the Servers tile under My Organization, or by selecting the top header dropdown menu. Manage your Cloud and On-Premise Servers.
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Note: Within the UEM tab, listed under the Installed Servers section, you will now be able to view associated
BlackBerry Dynamics deployments. Select the drop-down arrow beside the server name to view the BlackBerry
Control and BlackBerry Proxy server connected to the UEM server. Standalone BlackBerry Dynamics
deployments not associated with a UEM will continue to be shown under the ‘BlackBerry Dynamics Servers’
tab.
Adding a Server
Within Servers, ensure you have Servers selected from the left-hand navigation panel.
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Click on Add Server. Select your Server Type. Available types are:
• Unified Endpoint Manager (UEM/ BES)
• Good Control (GC)
Once you have selected your Server Type, proceed with the steps available.
**For further information on getting started with BlackBerry UEM.
Updating and/or hiding a Server
Within Servers, select what type of server you’d like to edit.
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