BlackBerry Keyone FAQs – Frequently Asked Questions

The latest in the great lineup of BlackBerry’s royalty, the BlackBerry Keyone is bound to raise the bar in the usual flagship killer way. Here’s some questions, answered.


I can’t connect to the mobile network

Try the following:

  • Check that airplane mode is turned off. Swipe down from the top of the screen once using two fingers, or twice using one finger. Tap > More. Check that the Airplane mode switch is turned off.
  • Try switching to another mobile network. Please see Switch mobile networks manually.
  • Check that the SIM card is inserted correctly in your device. Please see Insert the SIM card.

I can’t connect to a Wi-Fi network

Start by checking the following:

  • Verify that Wi-Fi option is turned on. Swipe down from the top of the screen once by using two fingers, or twice using one finger. Tap > Wi-Fi.
  • Try turning airplane mode on and off. Check “Turn on airplane mode”.
  • Check that your password for Wi-Fi network is correct.
  • Turn off your device, then turn it on again.
  • Delete the information used to connect to Wi-Fi network, then try to connect again.
  • Verify if the mobile hotspot mode is turned off. If mobile hotspot mode is on, your device can’t connect to a Wi-Fi network. Swipe down from the top of the screen once by using two fingers, or twice using one finger. Tap > More > Tethering & Mobile Hotspot.
  • Unplug your modem or router for 15 seconds, then plug it in again.
  • Try connecting your device to another Wi-Fi network at another location. If you can connect to another Wi-Fi network, the problem might be specific to the Wi-Fi network at the original location.

I can’t use my device as a mobile hotspot

Check if your device connected to the mobile network.

  • Check if your wireless service plan is set up to use the mobile hotspot feature. If not, you must change your wireless service plan before mobile hotspot can work on your device.
  • Your service provider might not allow your device to use the mobile hotspot feature while roaming. For more information, check your wireless service plan or contact your service provider.
  • If you’re using your device for business, your organization might not allow the use of the mobile hotspot feature. For more information, check with your administrator.

I forgot my password, PIN, or pattern

For security reasons, the only way that you can reset your screen lock without knowing the password, PIN, or pattern is to delete all of your device data and set up the device again.
You can typically do this by entering your password, PIN, or pattern incorrectly ten times. Or, if you have a remote device management app installed on your device, such as the Android™ Device Manager, you can log in to the website and delete your device data.
If you add your Google™ account to your device, the factory reset protection feature may turn on. To set up your device again, you must add the same Google™ account. If you don’t use the same Google™ account, you can’t complete the setup process.

My phone has not responded for several minutes

Restart your phone by pressing and holding the Power key for more than 10s.

My phone turns off by itself

  • Check if your screen is locked when you don’t use your phone, and make sure the Power key hasn’t been pressed accidentally while trying to unlock the screen.
  • Check the battery charge level.

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My phone cannot charge properly​

  • Make sure you are using the BlackBerry charger included in the box.
  • Make sure that your battery isn’t discharged completely; if the battery power is drained for a long time, it may take around 20 minutes to display the battery charger indicator on the screen.
  • Make sure charging is carried out under normal conditions (0°C to +40°C).
  • When abroad, check that the voltage input is compatible.

Invalid SIM card

  • Make sure the SIM card has been inserted correctly
  • Make sure the chip on your SIM card isn’t damaged or scratched.
  • Make sure the service of your SIM card is available.

The sound quality of the calls is poor

  • You can adjust the volume during a call by pressing the Volume Up/Down key.
  • Check the network strength.
  • Make sure that the receiver, connector or speaker on your phone is clean.

SIM card PIN locked

  • Contact your network operator to obtain the PUK code (Personal Unblocking Key).

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