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Customer Service

40 Posts

Need Payment Assistance?

Posted by SeaWolf Jan 15, 2015

Login to your My Sprint account

From the My Account tab, under Your Bill click the Make a Payment button

In the Payment Center screen, locate the Pay Bill tab

  • Select a payment method or input a new card/account

  o   Verify the security code and zip code, if necessary

  • Select your Payment Date

o   The default is today

o   You may be eligible  to schedule a payment up to 14 days past the due date

  • Select your Payment Amount

  o   The default is the account total

o   You can select to pay another amount

  • Important: If you are currently past due, you must pay at least the past due amount
  • Click Continue button
  • The system will ask you to Authorize a payment, click "Cancel" to cancel the process, "Back" to make changes or "Authorize" to authorize the payment

  Please note:

  • If you need assistance during the process, you can chat with a live specialist during business hours by clicking the "Chat Now" button on the far right side of the screen or by dialing *3 from your Sprint phone
  • If you are pres-cheduling a payment or a payment arrangement, the amount will be automatically deducted at midnight of the selected day.
  • Should you need to make a change to your existing payment arrangement, please do so at least 24 hours in advance of the scheduled deduction.

It’s easy to activate a new phone or swap one device for another on sprint.com:

  1. Visit sprint.com/activate from your computer or tablet and click on the Get started button.
  2. Sign in to My Sprint using your username and password
  3. Follow the instructions on screen.


Important notes:

  • If you have any questions or encounter any issues during the activation or swap process, please visit sprint.com/contactus for support.
  • If you would prefer someone to do it for you, simply visit sprint.com/storelocator
  • Be sure your device battery is fully charged.
  • Keep the box handy if you’re activating a new device in case you need information from it. Don’t worry; we’ll point out where to look.
  • Only an account owner or a person who is authorized to make account changes can activate a phone or complete a swap. If you’re not authorized, sign in and we’ll help you request permission.

Providing our customers with timely account notifications is important to us.  A number of our eBill customers were set up to receive important account notifications by letter, fax or an undeliverable email. To help this subset of customers receive alerts faster, we changed the notification settings to email, using the address provided when you enrolled in eBill, our paperless invoice service.


Sprint embraces solutions to reduce paper usage and our environmental footprint; we appreciate your contribution to this cause by continuing to receive alerts by email.


If you’d like to change your notification preference back to letter or update your account email address, please visit sprint.com/contactus or call *2 to reach a Care Specialist.

Our goal is to provide you with a positive wireless experience – from the plans and devices we offer to the services we provide -- everything has been designed to help ensure that you have the best wireless experience possible.  Whenever you need assistance, we offer convenient and flexible options and it all starts on sprint.com.


The newly redesigned Contact Us page www.sprint.com/contactus offers a variety of quick links to the activities you do most: pay your bill, check your upgrade eligibility, swap a phone and more.


Support starts here.png


Sprint Discount Program FAQ's

Posted by mapesy Jun 10, 2013

We've updated the Sprint Discount Program FAQ's.  Take a look and if you have any questions, search the forums to see if it's already been answered, or start a new discussion.


Q:  What is the Sprint Discount Program?

A:  A program that offers monthly service discounts to employees, students and members of participating companies,

     universities and organizations.


Q:  What is required to participate in the Sprint Discount Program?

A:  Participation in the Sprint Discount Program is subject to an agreement Sprint has with many of our business customers.

     These agreements provide monthly discounts on eligible wireless services to the employees, students and members of these

     companies and universities. Sprint will periodically request proof of eligibility for customers to receive program benefits.

     A two-year service agreement renewal may be required.


Q:  How do I apply for a discount or check the status of my eligibility?

A:   Follow these steps:

      1.  Visit sprint.com/verify.

      2.  Enter your Sprint wireless phone number.

      3.  Click Continue and follow the instructions.


Q:  How do I prove my eligibility to participate in the Sprint Discount Program?

A:  Submit valid proof of eligibility online or by fax:

      •  Upload proof online:

         1. Visit sprint.com/verify.

         2. Complete the online form and upload your proof document.

      •  Provide your corporate or affiliated email address online:

         1. Visit sprint.com/verify.

         2. Enter the email address provided to you by the organization affiliated with the discount and we’ll send you an email immediately.

         3. Open the email and click the verification link by the date provided.

      •  Fax a copy of the Sprint Discount Program Request Form along with your proof document to 913-523-1987 or toll-free 877-687-8211.


     Depending on the type of organization and agreement, the following items are considered valid proof documents:

       •  Current employee identification badge.

       •  Active membership card.

       •  Unexpired credit union credit/debit card.

       •  Recent pay or pension stub issued within the last 90 days.

       •  Current statement of account issued within the last 90 days.

       •  Veteran’s ID Card or Department of Defense form 214.

       •  Military orders or W-2 for military employees/retirees.


     Be sure to black out completely or delete all confidential information, such as social security number, financial institution account numbers,

     credit card numbers and salary detail.  Sprint is not liable for confidential information that you do not black out or delete. Please ensure the

     following information is clearly displayed on your proof of eligibility: Your name, organization name and any applicable dates.


Q: Does the Sprint discount apply to all wireless services?

A:  Discounts apply to eligible monthly recurring charges. No discounts apply to Mobile Broadband plans, tablet plans, Sprint unlimited minute plans,

     second lines on share plans, Add-A-Phone lines, Sprint Mobile Hotpot add-ons or add-ons $29.99 or less (unless otherwise noted).


Q:  How will Sprint notify me when it’s time to validate my eligibility for program benefits?

A:  We will send you text message reminders.


Q:  How long does Sprint give me to prove my eligibility for the Sprint Discount Program?

A:  You have 30 days to complete verification. If you miss the required time-frame provided, you will be able to re-apply at sprint.com/verify.

Sprint.com provides you with the ability to block or restrict services on your account (like text, incoming voice, data, etc.), as well as a quick way to change your voicemail passcode.  Use sprint.com to manage your account preferences anytime, day or night!


1. Sign in to My Sprint  with your username and password.

2. Click the My preferences tab.

3. Scroll through the Web page to:

Control text messaging access for the phones on your account.  Use these controls to block all incoming or outgoing messages, or allow only messages to or from numbers you approve.

Control whether users on your account can send, receive and upload pictures and video.  These controls do not restrict the ability to attach pictures to emails.

Control whether users on your account can utilize data services on their phone.

Control which phones on your account can make or receive calls and establish a list of phone numbers that are blocked both for inbound and outbound calls.

To block all incoming calls, sign in to My Sprint and locate and select I want to… Change My Services.  Click the radio button to block all calls in the Service add-ons you can add section.

Block certain phones on your account from downloading ringers, applications, screen savers and more.

4. Complete the information on the screen and select save.

5. Allow 15 minutes for changes to take effect.


To change your voicemail passcode:

1. Sign in to My Sprint with your username and password

2. Click the My preferences tab

3. Click the Change voicemail passcodes link

4. Complete the information on the screen and select save.

Changing your passcode is an important part of keeping your voicemail secure.  Learn more by clicking: Keep your voicemail secure

Self-service saves you time!

Posted by SarahKS Mar 30, 2013

Did you know that many of your self-service needs can be accomplished online? Skip the phone lines and visit sprint.com for self-service, anytime, day or night!


Change your Caller ID

  1. Sign in to My Sprint using your username and password.
  2. Locate the device you want to change in the About my devices section.
  3. Click the Caller ID name link next to your device image.
  4. Choose Custom from the drop down menu next to your wireless number.
  5. Type a name in the box to the right and click Save.


Important notes:

  • It may take up to 15 minutes for the change to display online and up to 72 hours for the change to take effect on your phone.

Visit Support to learn more - http://support.sprint.com/support/article/Change_your_caller_ID_name/case-wh164052-20100907-100931?INTNAV=CO:CustServ:blog


Change your phone number

To change your phone number on sprint.com:

  1. Sign in to My Sprint using your username and password.
  2. Click the My Preferences tab.
  3. Click the Change phone number link found in the right column of the All about my account section.
  4. Select the phone number you wish to change.
  5. Select one of these options:
    • I need a new phone number in the same area.
    • I need a different area code for this phone.
    • I am moving and need to change my billing address and phone number.
  1. Click Next.
  2. Complete the steps shown on the screen to finalize your change.


Important notes:

  • There is no fee charged for changing your number online.
  • A new number will be randomly assigned. You cannot choose a specific number.
  • Once your phone number is changed, you cannot switch back to your current number.
  • You will need to set up a new voicemail account; all of your saved voicemail messages will be lost.
  • Changing your phone number will remove any block or allow list settings you have today. You will need to establish new list settings for your new number.


Visit Support to learn more - http://support.sprint.com/support/article/Change_your_phone_number_on_sprintcom/case-ib376964-20090701-102238?INTNAV=CO:CustServ:blog


Participate in the Sprint Buyback Program

Get account credit by submitting equipment through the Sprint Buyback program, which allows you to send in eligible devices for an account credit. Check to see if your device is eligible:

    1. Visit sprint.com/buyback.
    2. Click the Get a buyback quote or Trade in my device buttons for a quote.
    3. Follow instructions provided to trade in or recycle your device.


Recycle your unused devices through Sprint Project Connect, which supports online safety for kids through 4NetSafety, a charitable partnership with the National Center for Missing and Exploited Children, the National Education Association – Health Information Network, Boys & Girls Club of America and others.


Visit Support to learn more -http://support.sprint.com/support/article/Find_out_if_Sprint_will_buy_back_your_phone/case-mi155155-20090625-162606





Check mail-in rebate

The Sprint Rebate Center provides everything you need to know about your rebate. We make it easy to check status, download a mail-in rebate form and find answers to frequently asked questions.


Once you’ve submitted your request, please allow approximately eight weeks to receive your rebate. When your rebate is in the final stages of processing, you will receive a notification. At that point, it will take approximately 30 days for you to receive it in the mail. If you do not receive your rebate within this timeframe, visit sprint.com/rebate.


Participate in the Sprint Referral Rewards Program

Our Referral Rewards program is simple. When you refer a friend and they switch to Sprint, we'll send you both a $25 American Express® Reward Card. You can refer up to 20 friends and earn up to $500 in rewards annually.online sprint.com/refer.


For assistance using Sprint Referral Rewards, visit sprint.com/refer sign in and click Contact Us. Select your Issue Type and give us any details that will help us resolve your issue.

Our apologies for any confusion with the sweeps entry.


Sign up or log into your My Sprint account: https://mysprint.sprint.com/mysprint/pages/secure/myaccount/landingPage.jsp You’ll see a yellow sweeps banner appearing on that page that instructs you to sign in to your account at left.


Once you log into your My Sprint account, you’ll see the Big Deal Sweepstakes banner at the top right of that page in a gray box. We have bolded the name of the sweeps so that it will stand out better. Unfortunately, we’re unable to make it in color or add an image to it.




Once you click on Enter Now in the banner, it will take you to the sweeps entry site. The first time you go there, you will need to enter your personal information so we can associate you with your entries. This sweeps is limited to Sprint customers.  After that, you can simply click “Returning Customer” and your information will auto-populate. 


Again, our sincere apologies for any confusion and frustration. Our goal with this sweeps and the huge prizes is to show you that we appreciate your business and that you mean a lot to us. You can enter every day, so we hope you give it another shot.

Know your PIN!

Posted by SarahKS Jan 15, 2013

finger print.jpgKnowing the PIN for your Sprint account is as important as knowing your bank account PIN.  Keeping your PIN secure is vital to your account security.  Your PIN allows you to quickly gain access to your account when calling in or to obtain specific information through the IVR.  Additionally, keeping your PIN private – known only to you – keeps others out of your account!


Below are the steps to follow to establish a PIN for your Sprint account or reset your PIN if you’ve forgotten it or feel others may know the PIN.


Go to sprint.com and sign in.  If you have never registered on sprint.com you can do so from the main screen by selecting LOG IN / REGISTER and then select SIGN UP NOW!


Know Your PIN 1.png


  • Once logged in, Select the My Preferences Tab.
  • In the All About My Account section, Select My Account PIN
  • Enter the information requested and click Save


Know your PIN 2.png


Mobile Sprint.com 

Posted by mapesy Nov 30, 2012

Mobile Sprint.com Sprint’s mobile version of www.sprint.com.


This site is optimized for mobile devices with webkit based browsers; i.e. Default browsers on Android, iOS, Web OS, and Blackberry OS6+.  The site contains a subset of functionality available on the wired site, but is growing quickly so check back often.  Devices which do not run webkit based browsers will be redirected to mobile.sprint.com, which is optimized for feature phones.


So check out m.sprint.com directly from your phone and experience information at your fingertips.



Often customers manage their accounts from their mobile devices. There are also other things you can access right from your phone.  You can see these from this online link or right from your device. Both locations will look the same when you access it.


You can also access m.sprint.com from your Sprint Zone application. Your Sprint Zone application, if not on one of your desktop, can be found under your application list.  Select it, hold down until it vibrates, then place it in a handy spot on your device desktop.

Under Sprint Zone selecting My Account takes you to five short cuts which are helpful tools: Manage Your Account, Upgrade Eligibility, Device Usage, Mobile Sprint.com and Find Sprint Store. My Account points to your account for management of various activities. Upgrade Eligibility and Device usage links take you to quick and free texts to access this information. Mobile Sprint.com link takes you to the mobile optimized Sprint.com website. Find a Store, based on your device, will either link you too the mobile web or device application.


Below are list and description of each from m.sprint.com.


Manage your Sprint account

Setup your login username and password for Sprint account and login to manage your account.



Purchase new phones, Data cards, WiFi Hotspots & Tablets. Current ratings and reviews for phones, devices such as broadband cards as well as laptops and tables are at your fingertips. In addition, you can click on the device link for a brief description, its rating and picture.

Compare your plan and see if you are on the right one for your usage patterns.  In this section, you can also see featured plans for phones, devices, tablets, laptops and more.



Read "How to” and troubleshooting articles related to your device.


Sprint ID

Learn about Sprint ID. You can also select and receive ID packs and gain access to support for this product through your device.


Featured Apps

Apps for your phone, specifically tailored for your device. From Sprint Family Locator to Sprinkle to the World of Goo to name a few may be listed for your device. Apps include both free and paid version, based on what is available. 


Discover Sprint

Know more about your wireless provider. Learn about Sprint Drive First, the Driving Pledge, the Buyback Program, Sprint Music Plus, Our awards and press. You can also look into 4G, Google voice and the Simply Everything Plan.’


Store Locator

Need to find a store for purchasing in person? Check here. The store locator also lists repair centers nearest you for service and issue resolution.


Coverage Map

You have the ability to check coverage for where you are traveling right on your device.  It will list what your current coverage is based on your location. It also provides a link to researching other locations.


Full Site

Access to the entire sprint.com website is linked to you for your convenience.  Simply click on where you want to go: My Sprint, Shop, Digital Lounge and Community for access to these areas.


So check out m.sprint.com directly from your phone and experience information at your fingertips.




Sprint - Mobile Home Page.png

Sprint cares about its customers. We regret the experience described by “Jane Doe” and we have reached out to her to offer assistance regarding her early termination fee since becoming aware of the issue through change.org and Twitter.


Sprint has flexible policies and protocols in place to adjust fees and charges when extenuating circumstances — like situations of domestic violence or other security risks — are present.


We appreciate that this matter was brought to our attention and will use this as an opportunity for continued process improvements designed to handle these kinds of sensitive situations.


Sprint is committed to helping victims of domestic violence.

Sometimes it is necessary to make arrangements with Sprint to accommodate a need for a late bill payment.  Here is some information about delaying a payment so you are prepared when you call Care.



Q: I am going to be a few days late on my payment; do I need to make arrangement?

A: You do not have to schedule a delayed payment for a few days.



Q: Can I make arrangements to pay installments over a period of time to catch up?

A: Yes, your financial contact will talk with you about possible options for multiple payments.



Q: Will collection contact stop after I arrange for payments?

A: Yes it will stop. If you do not pay, however, on the agreed upon date (s), the collections contacts will resume and any multiple payments you have arranged past the missed payment date are void.



Q: What if I miss an agreed time for a payment?

A: Service may be terminated at any time, depending on the situation. In addition, you may receive notifications for unpaid payments made in arrangement with Sprint.  If you miss a payment, please contact Care.



Q: If I set up a payment delay date, will I still get a late fee added to my account?

A: Payment delay amount is subject to late fee. Late Fee is assessed regardless of Payment Delay arrangements. Late Payment Fee calculation is not on hold because of a payment delay

Perhaps you've dialed a number, or sent a text mesage or been surfing YouTube and want to play a video when when you receive an error code.


These network error codes communicate to you what issues your phone or device is having and why. The document links below will give you the steps needed to address these codes. 


Handset Network Error Codes

Your phone is not connecting to the network.



Mobile IP Error Codes on the Handset

Not connecting to the Internet through your device



Multimedia Errors

Various forms of audio and video playback as well as server error codes.

Some customers are reporting receiving 2 SMS messages about their Picture Mail password.


The request for your Picture Mail password is SPAM.


The first message from SprintPcs-Verify@live.com reads: “Due to security concerns, please verify your sent password.  Message password to SprintPcs-Verify@live.com.  Failure to do so with-in the next 24 hours may result in loss of Picture Mail service.” 


A second message from short code 9000: “Your Picture Mail Password is xxxxxx.  DO NOT Share this with anyone.  By policy, Sprint does not ask for this password via email or text messages.”  


Please advise any customer calling about this that Sprint is aware of the spam and is working to resolve, but under no circumstances should they send the password to SprintPcs-Verify@live.com.  They can block this sender by sending a text message to short code 9999 with SPAM and  SprintPcs-Verify@live.com in the message body. 

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