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BlackBerry Technical Support Services

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BlackBerry Incident-Based Support

With BlackBerry Incident-Based Support, you can receive support from the BlackBerry Technical Support team by providing your credit card information.1

A technical support incident is one technical question, problem or issue that will be managed until resolution, regardless of the number of contacts (email or telephone) required to resolve it. If a particular technical issue requires multiple interactions with BlackBerry Technical Support to reach a suitable resolution, you’ll only be billed once.

It’s recommended to contact your wireless service provider first before buying incident-based support, as they may offer free support services. Contact them directly to inquire about the support options they provide.

Note: BlackBerry Incident-Based Support issues will be handled on a case-by-case basis. If BlackBerry discovers your technical issue is a BlackBerry software or hardware issue, where BlackBerry is at fault, as determined by BlackBerry, BlackBerry may, at its sole discretion, provide you with a credit.

Ready to buy?

Purchase a support incident by calling (877) 255-2377 (toll free) or (647) 426-1108. Upon entering the telephone menu, press 9 two times to hear the incident-based support introduction.

BlackBerry Incident-Based Support is available in the following categories:

BlackBerry smartphone and
BlackBerry PlayBook tablet incident support

BlackBerry Business Software
incident support

BlackBerry Incident-Based Support for smartphone users – $49 USD

BlackBerry smartphone users can receive support 24 hours a day, 7 days a week, for any issues relating to BlackBerry® Internet Service, smartphone functionality and approved smartphone applications at a cost of $49 USD per incident.

What's needed to receive BlackBerry Incident-Based Support?

To receive BlackBerry Incident-Based Support, be prepared to provide the following:

  • Full mailing address
  • Phone number
  • Email address
  • Credit card information
  • The name of your wireless service provided (BlackBerry smartphone support only) 
  • BlackBerry smartphone PIN
    • To find your BlackBerry smartphone PIN, on the Home screen or in a folder, click the Options icon. Depending on your smartphone OS, click Device > Device and Status Information or click Status.

BlackBerry Business Software incident support – $249 USD

BlackBerry Incident-Based Support is available for small business customers running a wide variety of BlackBerry software for businesses, including but not limited to, BlackBerry Enterprise Service 12 (and prior versions). You can purchase incident-based support at a cost of $249 USD per incident if you have less than 50 active users. If you have 50 or more users on your BlackBerry software, you have the option to purchase BlackBerry® Technical Support Services or contact your wireless service provider for support.


Consider purchasing an annual support subscription

Customers using BlackBerry Business Software incident support are eligible to apply the cost of one incident as a credit towards the purchase of an annual BlackBerry Technical Support Services subscription. Upon closure of your support incident, you’ll receive an email with details on how to take advantage of this offer.

What’s needed to receive BlackBerry Incident-Based Support?

To receive BlackBerry Incident-Based Support, be prepared to provide the following:

Value-added services


Get certified through the BlackBerry® Certification Program and demonstrate your knowledge of BlackBerry products.


BlackBerry® Training courses can help you do more with your BlackBerry smartphone or assist administrators in managing the advanced features of their BlackBerry software.

Developer tools and resources

Get started developing, testing and distributing applications for the BlackBerry® Application Platform.


Learn about programs to help you sell BlackBerry products and access development, marketing and training resources.

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    American Express, MasterCard and Visa are accepted. Payment must be made before the support issue is addressed.