how are you doing the reload? Link or desktop manager.
any method can require a reinstall of your information such as contacts etc.
entering the password wrong multiple times ( 10 ) will wipe the phone back to factory level. Just do a contacts and messages backup first, then try the wrong password method to reset the phone.
Reload BlackBerry 10 OS Using BlackBerry Link
1.Open BlackBerry Link and connect your device via microUSB.
2.Select Settings (gear icon)
3.Select Reload under Reload Device Software.
4.Follow the on-screen instructions to reload the software. When complete you can disconnect your device
You can also do an internet search for more details on doing a reload.
Z10 on BES
Z10 on BIS
Last edited by tsac; 09-14-2018 at 08:51 AM..