myAccount User & Admin Guide

NOTE: This document is provided for informational purposes only. BlackBerry reserves the right to periodicallychange 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 toenable you to make full use of online
tools and resources available within
myAccount.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
2

Contents
Features and Overview ........................................................................................................................................... 5Role 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
Optional Menus for Functionality and Navigation ................................................................................................ 10
My Organization ................................................................................................................................................ 11
Overview ........................................................................................................................................................... 11
Members ........................................................................................................................................................... 12
Services.............................................................................................................................................................. 15
Entitlements ...................................................................................................................................................... 19
Licenses ............................................................................................................................................................. 20
Analytics ............................................................................................................................................................ 21
Login Management ........................................................................................................................................... 21
Applications ....................................................................................................................................................... 21
Permission Groups ............................................................................................................................................ 22
My Service Requests ............................................................................................................................................. 24
Case Creation .................................................................................................................................................... 24
View Cases......................................................................................................................................................... 27
Case Status .................................................................................................................................................... 28
Adding attachments to a case ....................................................................................................................... 28
Discussion/Product Forums .............................................................................................................................. 30
Support Subscriptions ....................................................................................................................................... 32
News & Notifications............................................................................................................................................. 33
BlackBerry Environment Status......................................................................................................................... 34
NOC Notifications .............................................................................................................................................. 35
Manage KB Article Subscriptions ...................................................................................................................... 36
Sign-up & Manage Notifications ....................................................................................................................... 37
Product & Support News................................................................................................................................... 39
MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 20243

BlackBerry Blog ................................................................................................................................................. 39
BlackBerry RSS Feeds ........................................................................................................................................ 39
Online Learning ..................................................................................................................................................... 40
Ideas Portal - NEW ................................................................................................................................................ 40
Product Resources ................................................................................................................................................ 41
Knowledge Base Content and Search ............................................................................................................... 42
Article Subscriptions...................................................................................................................................... 43
Downloads......................................................................................................................................................... 44........................................................................................................................................................................... 44
Product Documentation .................................................................................................................................... 44
BETA .................................................................................................................................................................. 44
Professional Services ......................................................................................................................................... 44
Developer Portal ............................................................................................................................................... 44
Marketplace ...................................................................................................................................................... 45
MyAccount Admin Guide .................................................................................................................................. 45
Explore BlackBerry Products ................................................................................................................................. 45
Knowledge Base (within product specific pages) .............................................................................................. 46
Partner Tools ......................................................................................................................................................... 47
Partner Hub ....................................................................................................................................................... 47
Partner Search ................................................................................................................................................... 47
Feedback ............................................................................................................................................................... 48
Frequently Asked Questions: ................................................................................................................................ 49

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
4

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:

FeatureDescription

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.

Account & Subscription
Management

Manage licenses and leverage features and services of yourBlackBerry 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 upcomingchanges or ongoing network issues that may impact their servers.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
5

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
Admin

Owner

MemberView Members

✓

✓

✓

Manage Members & Roles✓✓

View Servers✓✓

Manage Servers✓✓

Delete Servers✓

View Licenses andEntitlements

✓

✓

✓

Sign-up for Notifications

✓

✓

✓

Import Organizations✓

Ability to Search Product
Documents &Troubleshooting Articles

✓

✓

✓

Software Downloads

✓

✓

✓

View Service Requests

✓

✓

✓

Create/Update Service
Requests*✓ *Only with

✓ *Only with

✓ *Only withadditional Named
Caller designation

additional Named
Caller designation

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 reachout to your Account Manager (if applicable) to have the Named Caller designation added. For additional
information about managing Members, see the Members section.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
6

Key Functions in myAccountLog 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 ofan 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 featuresand functionality within myAccount, however some tiles will remain inaccessible (greyed out), similar to theexample below:

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
7

Forgot password?
To reset your password, click Forgot password which will send you a reset link to your email associated withyour 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 myAccountAfter clicking the sign-up button, enter the contact information and company details that will be associatedwith your account. Upon completing the form select Create Account. After agreeing to the Terms andConditions, 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 yourAccount Manager.

Signing up for a Trial
Trials of BlackBerry and ISV partner products are self-service. To start a trial, visit the appropriate productpages below or proceed to the BlackBerry website (www.blackberry.com) and select the Start Trial button
located at bottom of page for the product you would like to trial.
• BlackBerry UEM: https://docs.blackberry.com/en/endpoint-management/blackberry-uem/• Workspaces: https://www.blackberry.com/us/en/products/communication/blackberry-workspacesefss• BBM Enterprise: https://www.blackberry.com/us/en/products/communication/bbm-enterprise• Mobility Suites: https://www.blackberry.com/us/en/products/apps/blackberry-dynamics/blackberrydynamics-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-Premises (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.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
8

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: To access the full myAccount Community features,users must have an active support entitlement or be part of an organization with an active support contract.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
9

Optional Menus for Functionality and Navigation
Navigate to the top-right corner of your screen and click on the three-horizontal line menu icon to access yourpersonal account profile & settings, as well as additional account related items and for feedback submission ofthis portal.
Note: Your mobile number can be modified by clicking on the top right Menu and selecting Profile.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
10

My Organization
The My Organization section of myAccount is found on the main dashboard and allows you to manage yourUEM, Dynamics and BEMS licenses, servers, members, and view your entitlements for your BlackBerry Online
Account.

Overview
Users have the ability to view this section by clicking on the Overview tile under
My Organization, or by selecting the top header drop-down menu. This pagedetails 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.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
11

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 perorganization. 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 purchaseadditional Named Caller licenses, you must contact Sales.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
12

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 andsubmit.

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 accountIf the owner of the account needs to be changed and has changed roles, or has left the company, you mustreach 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.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
13

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 notaccredited 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.
Proceed 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 notewith the checkmark on the right.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 202414

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 otherowner 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:

Importing Organizations
Note: During import, the custom permissions groups of the imported organization are added to that of theimporting organization.

Services
Users have the ability to manage your Cloud and On-Premises Servers by clicking on the Servers tile under My
Organization, or by selecting the top header drop-down menu.
MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 202415

Note: Within the UEM tab listed under the Services section, you can view your associated BlackBerry Dynamics
deployments. Select the arrow beside the server’s 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.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
16

Adding a Tenant / Server
Ensure you have Services selected from the left-hand navigation panel.

Click on Add Tenant. Select your Server Type. Available types are:••Cylance Security
Unified Endpoint Management (UEM / BES)

Once you have selected your Server Type, proceed with the steps available.
You can select a UEM Cloud or Cylance tenant administrator from the list of your existing organizational
admins, or for a new Cylance tenant, manually type in a tenant administrator’s email address yourself. Setting
the administrator email manually only sets it as administrator of the Cylance tenant and does not make anychanges to members of the organization. Also, the email address for the Cylance tenant administrator may
only be used with one tenant in each region; however, if desired, an email alias can be used.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 202417

In the Cylance tenant, you will now be presented with the option to enable various Cyber products, such as
Optics and Gateway. After your tenant is created, you must enable the appropriate Cyber products before you
setup the Cylance management console, or it may not function as expected.
For example, to enable Gateway, expand the tenant’s name and click the Gateway icon as shown below.

Once the tenant has been enabled, a green checkmark will appear next to the icon.

Note: Currently, there is only the option to enable features. To disable features, a support ticket must be
created.
For more information on getting started with BlackBerry UEM or Cylance Security, click the following links:••

BlackBerry UEM
Cylance Security

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 202418

Updating and/or hiding a Tenant or Server
Within Services, select what type of tenant you’d like to edit.

Once selected, the active servers will be displayed to you.

Entitlements
Users have the ability to view product entitlements by clicking on the
Entitlements tile under My Organization, or by selecting the top header dropdown menu.
Within Entitlements, you will be shown the breakdown of all entitlements
within your organization. You can hover over any app name to view the status
and applicable Entitlement versions available.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
19

Licenses
Users have the ability to manage licenses by clicking on the Licenses tile under
My Organization, or by selecting the top header drop-down menu.
Here you will be shown each of your BlackBerry solutions and their associatedlicenses your organization has purchased or is trialing currently, plus your overall
licensing status and if it is in or out of compliance.

You also can download detailed reports on devices / users who are consuming licenses within yourorganization.

Note: Only users with features on activated devices will be included in the reports.
MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
20

Analytics
Users have the ability to view analytics by clicking on the Analytics tile under
My Organization, or by selecting the top header drop-down menu.
Note: Accounts that do not have BlackBerry Analytics will receive a notification
letting you know that your organization has not been enabled for this service. If
you wish to purchase BlackBerry Analytics, contact BlackBerry for assistance.

Login Management
Users have the ability to view analytics by clicking on the Analytics tile under My Organization, or by selecting
the top header drop-down menu.

Applications
The following Applications tab will allow you to manage and configure your UEM applications and solutions foryour organization.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
21Permission Groups
Select Permission Groups located within the Organization > Settings tab.

Custom Permission Group (otherwise known as Permission Group) is new functionality and is a set of
permissions assigned to a user. Default permission groups that are part of every organization Owner, Admin
and Member which were previously known as Roles.
From the Permission Groups tab, users can now view permission groups.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
22

Users within their organization also have the ability to create a Custom Permission group. This allows
organizations to have tighter control of their users and assign specific permissions to their members if
necessary.
Note: It is important to know that new groups are assigned the default permissions for Member, and fromthere they can be modified as required.
When creating new permission groups, both fields Name and Description are mandatory. Once complete,select Create.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
23

My Service Requests
The My Service Requests section of myAccount can be found on the main
dashboard, or by using the top header drop-down menu named Support
Community, and allows you to create and view service requests with BlackBerrysupport.
Note: Certain users will NOT see certain tiles unless you are entitled. Refer to the Role Table on pg. 6 for more
information on roles and level of access.

Case Creation
Named Callers have the ability to create cases by clicking on the Create Case tile under My Service Requests,
or by selecting the top header drop-down menu. Please follow the steps below to complete your case creation
request. Note: Only users with the Named Caller designation have the ability to create cases.
Completing the case creation process will generate a support ticket. Note: If a user belongs to multiple
accounts, you will have the ability to choose which account you would like to create the service request for asa last step prior to case submission.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
24

1. Select the main product you intend to create a support request for.

2. Select the specific product sub-category/ topic you intend to create a support request for.
3. Enter a brief summary of your issue.
4. Enter a description of your problem (note the minimum character field length). Enter as many details
as possible to help the support agent troubleshoot your issue.
5. Click Next to review the recommended knowledge articles.

6. Next you can review the list of recommended results on the right-hand pane and a list of resources(Articles, Docs, etc.) to help troubleshoot your issue.
a. Note: If you are not finding the expected results, try refining your search.
7. If after reviewing the recommended results you still intend to create a support request, make sure tocheck the box and then click “No solution found” to proceed.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
25

8. Ensure to select your priority. By default, the priority is set to Low.
9. Review the summary and detailed description of your issue to ensure it is accurate.
10. Click Submit Case.
a. After submitting your request, you will be able to upload files, logs, etc., to support yourrequest.

If required, upload any attachments that support your case. Note: See below for supported file types. The
maximum file size is 2GB.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 202426

View Cases
Users have the ability to view cases by clicking on the View Cases tile under My
Service Requests, or by selecting the top header drop-down menu.
Users who are entitled to view and/or create cases will see a list of all cases
created within their organization and which status they are in. Users in caseview also have the ability to search in greater detail using the customized filter
fields below.

If necessary, click on a specific case to display all details surrounding their case i.e., Status, description, priority,
and all other pertinent information.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
27

Case Status
By clicking on a specific case, you can view the status of the case e.g. “Pending Support Update”.

For any cases which are still open and have not been escalated, you now have the ability to either escalate orclose the case if necessary, as shown in the top-right corner of the case.

Note: If you do not see the “Escalate” button, this indicates the case has already been escalated.

Adding attachments to a case
1. To add an attachment to an existing case, click on the Attachments tab, then click +.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
28

2. Add a File Description into the field, then select Upload Files. Select your file to proceed. Note: The
maximum file size is limited to 2GB and the supported file types for attachments are shown below.

The attachment you selected will now be visible within the Attachments tab of the case.

Note: If you are experiencing any issues with any of the above features and/or functionality, please submit
your feedback to BlackBerry using the Feedback button found within the portal.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
29

Discussion/Product Forums
Users have the ability to view the forums by either clicking on the Discussion
Forum tile under My Service Requests, or by selecting the top header dropdown menu.
Within the Forums, you will see a list of Active Groups along with how manymembers are in them, the group owner, as well as which groups are the mostactive. You also have the ability to search by product/group. Note: Last Activity and Members are notsearchable within this page.

Within the product specific pages, users have the option to participate in discussion forums for your particular
product of interest.
Note: If you have not previously signed up as a member to your discussions page, your view will be similar to
below. You will need to click “Join Group” to take part in discussions for that product.

Once in the “Discussion Forum” tab, you have the ability to Manage Notifications and select the timeframe
you wish to receive them e.g. daily, weekly, every post, etc.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 202430

To add a post or share an update regarding your product of interest, simply click “Post” and begin typing yourcomments within the comments box. Once you’ve finished typing your comment, click “Add Topic” to add
your post to the forum.

You also have the ability to “Poll” the discussion group and ask a question of your choice. Ensure you are in the“Poll” tab, type your question, add a minimum of two choices, then select “Ask” to submit your question.
MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
31

Support Subscriptions
Users have the ability to view support subscriptions by either clicking on the
Support Subscriptions tile under My Service Requests, or by selecting the top
header drop-down menu.
Support Subscriptions provides customers with details on the type and level ofsubscription services available to them as well as the start and end date. This page is useful to know when to
renew your subscription and what it comes with to fully help you make the full use of support from BlackBerry.

Please Note: If you’re unable to view a specific account, please ensure you have at least one role (Member,
Admin, Named Caller, Owner) on the account. You can check this by going to Organization > Members andensure you have the account selected from the dropdown. Additional troubleshooting steps, including theaccount invitation process, can also be found within the Organization section of this guide.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
32

News & Notifications
The News & Notifications section of myAccount is found on the main dashboard and allows you to stay up todate with the latest software releases, KB Content, and critical issue advisories by subscribing to related
notifications.

Note: A brief description for each of the topics can be found below.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
33

BlackBerry Environment Status
Users have the ability to view their environment status by either clicking on
the BlackBerry Environment Status tile under News & Notifications, or by
selecting the top header drop-down menu. Note: This is another area whichusers can view BlackBerry Infrastructure Status and manage their BlackBerry
Notifications for BlackBerry products such as UEM, Dynamics, andWorkspaces, etc.
BlackBerry Network Notifications show different incidents across BlackBerry products, categorized by Event
Type, Region, Status, Date/Time, and the Service Affected. Overall, BlackBerry Infrastructure Status notifies
customers on the general health of their collective products.
Users can view the legend at the bottom to better understand the status of their environment. Clicking solely
on one of the ID’s within your environment status page will launch the event in another window which
provides further details of that specific event.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
34

NOC Notifications
Users have the ability to view NOC notifications by either clicking on the NOC
Notifications tile under News & Notifications, or by selecting the top header
drop-down menu. NOC Notifications allows users to add end users to a
distribution list that will receive infrastructure status notifications. Customers
can submit DLs in place of a list of emails in order to manage who within theirorganization receives the notifications. Notifications that are received include
Severity 1 and 2 events, and maintenance events.
Users can view and manage their BlackBerry Notifications for BlackBerry products such as UEM, Dynamics, andWorkspaces, etc.
For further information regarding how to subscribe for NOC notifications, see Article 69151

Mobile Number Validation Rules:•••

Send all numbers in E.164 format. Although E.164 format is not required, it is the best way to send anumber to the system, especially if user data can contain numbers from different countries.
Make sure you set the correct Default Country Code in the Phone Call Settings section on the General
Settings screen. This specifies what country is the default for user-entered phone numbers. This also isused to interpret phone numbers that are not in E.164 format.
If the number contains any special control characters that must be dialed, such as , (comma) ;(semicolon) * (asterisk) or # (pound sign), the special characters must be part of the extension. This isespecially important for numbers that connect to a conference bridge.

Detailed Validation Rules:
E.164 international format is preferred and is always accepted.
•

The number should start with + followed by the country code and then the full number to call. A
maximum of 15 digits can be used.
o For example: +18884628462

Numbers can have an extension.
•••

The user interface has a separate field for telephone extensions. When importing numbers, an x
should be used to separate the main number from the extension.
When dialing, the Telephony Delivery Service will wait for the call to connect before dialing ➢ theextension.
o For example: +18884628462x1340
Unlike the phone number field, the extension field is not validated.

Numbers not in E.164 are interpreted based on the Default Country Code for the Organization.
•

The Default Country Code can be set on the General Settings screen in the Phone Call Settings section.
o For example, for the Country Code “US,” the following rules apply:o If the number starts with 011, which is the international exit code from within US, it will be
replaced with +.
MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 202435

•o If the number contains only 10 digits, it will be stored as +1 followed by the number.
If the number contains 11 digits and starts with 1, it will be stored as +1 followed by the number.
o For example: (888) 462-8462 will be interpreted as +18884628462

Common formatting punctuation is ignored.
••

The following characters are removed: ( ) . - _o For example: +1 (888) 462-8462 will be interpreted as +18884628462.
If you are using control characters such as , (comma) or # (pound sign), they must be in the extension
field.

If the number contains letters, they will be converted to numbers according to a standard keypad.
•

For example: (888) Go AtHoc will be converted to +18884628462.

If the number starts with +, it will be assumed to be an international number.
•

For example: A number starting with +440 will dial the UK, even though 440 is a valid US area code.

Manage KB Article Subscriptions
Previously, in the old method, users could save an article which added it to their Saved Articles folder. Thisfunctionality is being replaced by KB article subscriptions which is much more feature-rich. This new method
allows users the ability to subscribe to a KB article which users will then receive email notifications when an
article has been updated/modified.
Note: If you have previously saved an article and added it to your Saved Articles folder, going forward, you may
want to "Follow" the article so that you have the ability to receive an email notification whenever that KB
article is updated with important information.
Users who want to subscribe to an article to receive an email notification can do so by clicking the “Follow
Article” button within the KB article. IMPORTANT: To view email notifications, you may be required to add thefollowing email to your email client’s safe senders list: donotreply@blackberry.com

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
36

You also have the option to manage your KB subscriptions from the Knowledge page. See below:

Sign-up & Manage Notifications
Users have the ability to manage their notifications by either clicking on the
Sign-up & Manage Notifications tile under News & Notifications, or by
selecting the top header drop-down menu.
You can choose which notifications to subscribe to and the method ofreceiving them (email, SMS, or both).
Note: Users must add or invite other members within the organization if they also want to sign up for thesefeatures/notifications.
To subscribe to BlackBerry notifications, please make the appropriate selections below.
For a description of the notification type, hover over .
The following are examples of each.
• Product Lifecycle: Software releases, updates, and End of Life/Support notifications• Critical Issue Advisories: Critical notifications related to product functionality and issues that may
affect your environment
CONTACT INFOFirst Name : John
Last Name : DoeEmail : jdoe@blackberry.com
Mobile Number*:*Mobile number validation rules can be found above in this document under the NOC Notifications
section.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
37

BlackBerry Unified Endpoint Management (UEM) and BlackBerry Dynamics Apps
Product Lifecycle☐ Email☐ SMS
Critical Issue Advisories☐ Email☐ SMS
BlackBerry Unified Endpoint Security (UES)
Product Lifecycle☐ Email☐ SMS
Critical Issue Advisories☐ Email☐ SMS
BlackBerry Software Development Kit (SDK)
Product Lifecycle☐ Email☐ SMS
Critical Issue Advisories☐ Email☐ SMS
BlackBerry Workspaces
Product Lifecycle☐ Email☐ SMS
Critical Issue Advisories☐ Email☐ SMS
BlackBerry BBM Enterprise
Product Lifecycle☐ Email☐ SMS
Critical Issue Advisories☐ Email☐ SMS

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
38

Product & Support News
Users have the ability to view product & support news by either clicking on the
Product & Support News tile under News & Notifications, or by selecting the
top header drop-down menu.
The News page is dedicated to keeping myAccount customers up to date withthe latest news and software releases for a variety of BlackBerry Products,
including but not limited to BlackBerry UEM Cloud/Client, BlackBerry Connect, BlackBerry Work, BlackBerry
Notes, and BlackBerry Tasks for iOS and Android.
Users can also find BlackBerry release notes for various updates, view condensed notes in new features fromsoftware updates, view critical issue and end-of-life advisories, and get other important information likechanges in IT policy.

BlackBerry Blog
Select BlackBerry Blog located within News & Notifications to view the Inside
BlackBerry Blog for help, and much more.

BlackBerry RSS Feeds
BlackBerry RSS Feeds allows users to subscribe to RSS Feeds for different typesof articles: Support (Knowledge Base), Critical Issue Advisories, and Security
Advisories, Bulletins, and other notices. This allows customers to focus on typesof information that is important to their day-to-day function as a business.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
39

Online Learning
The Online Learning section is found on the main myAccount dashboard. Start your learning journey by visiting
BlackBerry’s Learning Portal, or the AtHoc Academy. These learning portals allow you to browse the Course
Catalogue, view Accreditation Paths and Training Labs, and view help guides for further information.

Note: Only myAccount users provisioned with access to the Learning Modules will have the ability to view
these tiles.

Ideas Portal
The Ideas Portal tile is found on the main myAccount dashboard and is a brand-new portal for customers toshare, submit and vote on their feature enhancement requests (FER) to BlackBerry. This new portal allows
customers to describe your idea to BlackBerry in your own words, using text and images if needed. It also
allows customers to review ideas submitted by other users or peers, and people can vote on their favorite
idea. Further, the portal also allows users to track progress of ideas they submitted, using the My Ideas tab.

For more information, please read: BlackBerry Ideas Portal - Frequently Asked Questions (FAQ)
MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
40

Product Resources
The Product Resources section of myAccount is found on the main dashboard and provides you with access tovarious resources including help docs, guides for getting started with BlackBerry Marketplace Apps, andsoftware notifications.

Note: A brief description for each of the topics can be found below.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
41

Knowledge Base Content and Search
By clicking on the Knowledge Base tile found under Product Resources, it willtake you to the search page where you can enter queries to help assist you withtroubleshooting issues, or to find other related product documentation.
Queries can be entered in the Search bar and will simultaneously search the
Knowledge Base and/or Product Documentation in the BlackBerry Support
Community.

➢ Using the tabs located at the top of the page, filters can be used to display results within a certain
category such as product documents, knowledge base articles, videos etc.
➢ Using the product facets on the left-hand side, results can be further filtered within a certain category
to help narrow your search.
➢ Clicking on the title of a resource will open that resource in a new window.

Also note: This feature and its content are only available to members of an organization with an active support
entitlement only.
KB Article Recommendations
Relevant KB articles and content are now being recommended based on your selection and/or search criteria.
In the following example, the user searched for “BlackBerry UEM”, and then clicked on the first article
appearing in the results list:

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
42

In the top-right corner of the KB article the user is presented with a list of related items (articles, Help docs,etc.) that are relevant and other people have also viewed.

Note: KB article recommendations are also available within the Partner Search tile, as well as from the casecreation form.

Article Subscriptions
If you would like to subscribe (follow) a KB article, open the specific KB article you intend to subscribe to andclick Follow Article. After performing this step, you will have the ability to receive email notifications for any
future article updates from BlackBerry Support.
IMPORTANT: To view email notifications, you may be required to add the following email to your email client’s
safe senders list: donotreply@blackberry.com

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 202443

Downloads
The Downloads section is comprised of separate download options, Software
Downloads and others for BlackBerry Access, BlackBerry Work and BBM-E. The
first one is generally used for S/W patches and existing customers, in addition to
on-premise downloads for approved customers.
Select Software Downloads from the dashboard to find a list of all available
software downloads. Then select your product and product version. Once you have selected your items fromthe drop-down menus, click Download.

Please note: Enterprise server software downloads are only available to members of an organization with anactive support entitlement. For more information see Article 47229.

Product Documentation
Select Product Documentation to access a wide array of product documentation (i.e.,
Help manuals, configuration guides, etc.) for all enterprise products and services.

BETA
Visit BlackBerry’s BETA sign-up page to join the Feedback Community. Login Using yourBlackBerry Community Account or by using a Beta Key.

Professional Services
View a portfolio consisting of BlackBerry’s professional services to help you succeed.

Developer Portal
This portal allows users to get started with BlackBerry tools, ability to download sample
code, ask questions and much more.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
44

Marketplace
Click here to explore enterprise software apps, extensions, and solutions all listed underBlackBerry’s Marketplace.

MyAccount Admin Guide
Click to view the latest edition of the myAccount Help Guide.

Explore BlackBerry Products
The Explore BlackBerry Products section is found on the main myAccount dashboard and allows users to findproduct specific content, start a new trial, and much more.

After clicking on the BlackBerry Products tile, you will be shown a full suite of BlackBerry product specific pages
for access to some of our most popular BlackBerry enterprise products and services within our Support
Community.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
45

Once you’ve selected a product, you’re able to acquire further access to features such as:• View PDF Manuals• Start a free trial• Visit the product Help page
• Access Server Downloads• Create a Service Request

Note: Some of the above features are dependent on your level of access to our support community and youruser entitlement.

Knowledge Base (within product specific pages)
Within the product specific pages, users have the ability to search the Knowledge Base and filter content basedon their specific product.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
46

Partner Tools
The following Partner tiles are available for partners to search internal knowledge content and access thePartner Hub. Note: These tiles and the information within is only visible by users who are associated to aPartner account.

Partner Hub
The Partner Hub tile is available for all partners to acquire their partner news and updates, as well as the ability
to manage their BEPP operations.

Partner Search
All Partners must access the partner specific KB content by searching from thisPartner Search tile OR by using the Knowledge tab within the BlackBerrySupport Community in myAccount.
Queries entered in the Search bar will simultaneously search the BlackBerrySupport Knowledge Base and/or Product Documentation.
By clicking the search icon found on the Dashboard, it will take you to the search page where you can enter
queries to help assist you with troubleshooting issues, or to find other product related documentation.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
47

➢ Using the tabs located at the top of the page, filters can be used to display results within a certain
category such as product documents or knowledge base articles.
➢ Using the tabs on the left-hand side, results can be further filtered within a certain category to help
narrow your search.
➢ Clicking on the title of a resource will open that resource in a new window.
Note: Only BEPP Platinum Partners accessing community knowledge will receive access to internal KB content
in addition to general knowledge.

Feedback
This is enabled to allow you to provide your feedback of this support site to BlackBerry. Examples include
feature requests, server issues, portal issues or UI suggestions, etc.
Select Feedback located via the three-line horizontal menu drop-down at top-right corner of page or the
Feedback tab located on the middle of screen (right-side).
From here, you will have the ability to submit feedback providing suggestions for the portal, troubleshooting
issues or product related issues. Fill out the suggestion box, then click Continue.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
48

Within the next screen, select one of the two boxes regarding the ability for sharing your idea/suggestion, thenclick Next.
Note: Please note that this feedback tool should not be used to request assistance for your BlackBerryEnterprise products or smartphone issues. Please use one of the many other service options to engage
BlackBerry for assistance.

Frequently Asked Questions:
1. I don’t have a login; how do I get one?
a. Access myAccount by visiting https://myaccount.blackberry.com and login with yourBlackBerry Technical Support Services credentials. These credentials would have been
provided to you via email when subscribing to BlackBerry Technical Support Services.
If you are having issues logging in, please click on Need Help? from the login page. If you’re able tologin but have issues with permissions within myAccount, please submit your concern using the
Feedback tab located via the three-line horizontal menu (drop-down) at top-right corner of the page,or by using the Feedback tab located on the middle of screen (right-side). *See page above for more
information.
2. Why can’t I submit a ticket/case?
a. Check account entitlements (verify with your account manager or Org owner):i. Are my account entitlements enabled to create tickets?
ii. Has my support contract expired?
iii. Am I listed as a Named Caller?
3. Why can’t I add additional Named Callers?
a. You may have reached your maximum number of users that have Named Caller entitlements.
You can find out how many users you can add by visiting the Members section within yourOrganization tab.
4. Why can’t I access knowledge content? I am getting a permission error when accessing theCommunity.
a. Content is only available for customers with an active enterprise support entitlement within
our customer community.
5. How to use Analytics?
6. How to generate additional Server Router Protocol (SRP) ID’s?
7. How do delete or remove an SRP from myAccount?
8. How to subscribe to BlackBerry News and Notifications within myAccount?

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
49

For more information regarding BlackBerry Products,
Services and Support, please visit www.blackberry.com.

© 2024 BlackBerry. All rights reserved. BlackBerry® and related trademarks, names and logos are the property of BlackBerry Limited
and are registered and/or used in the U.S. and countries around the world. All other trademarks are the property of their respective
owners. This documentation is provided “as is” and without condition, endorsement, guarantee, representation or warranty, or liabilityof any kind by BlackBerry Limited and its affiliated companies, all of which are expressly disclaimed to the maximum extent permitted
by applicable law in your jurisdiction.

MYACCOUNT USER & ADMIN GUIDE

Last modified February 26, 2024
50