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Account, Billing & Payments

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Question How can I have a credit on my account and a past due balance at the same time? I received a large credit towards my account last month. When I log in, my balance shows -$100.14 due, but I just got a past due notice that says I need to pay $30 or I'll be disconnected. What's going on?   Answer  Your Sprint Bill  invoicing can be broken down to three separate sections: Services - Monthly Recurring Charges (MRC) like your rate plan, insurance and Premium Services like Premium Caller ID or Google play charges.  Equipment - This is the lease or installment billing charge you pay for your phone, tablet or for some accessories.  Service Credits - Any credit given to you for the service or promos you're receiving.  Service credits cannot be applied to your equipment charges.  Instead, the funds from service credits will be applied to the Services (monthly rate plan, Sprint Complete, premium charges) portion of your bill. You're still responsible to pay your Equipment charges each month. This is why you may have a large credit and yet still have an amount due on your Sprint bill.   Examples: Month 1 Bill  Monthly Charges Lease/IB Equipment Charge = $20.00 Service Charge for your rate plan = 60.00 Total Amount Due from you on your Sprint Bill = $80.00 ($20.00 equipment + $60.00 Service) Month 2 Bill Monthly Charges Lease/IB Equipment Charge = $20.00 Service Charge for your rate plan= 60.00 You receive a service credit of $100.00 for a special marketing promotion $100.00 service credit is applied to monthly Service Charges (your rate plan) but not to your Lease. Total Amount Due from you on your Sprint bill = $20.00 ($20.00 equipment + $0.00 ($60 monthly service charge less $100 service credit - you have a $40.00 credit to be applied to next month's SERVICE charges) Month 3 Bill Monthly Charges Lease/IB Equipment Charge = $20.00 Service Charge(rate plan) = 60.00 $40.00 service credit (from last month's service balance is applied to monthly service charge (not lease portion) Total Amount Due from you on your Sprint bill = $40.00 ($20.00 equipment + $20.00 ($60 monthly service charge less $40 service credit from last month   You can see your amount due by going to www.sprint.com/viewbill or dialing *3 from your Sprint phone.     For more information please see our FAQs about Service Credits
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Question How do you change your cell phone number???   Answer Try these instructions, Change your phone number, let us know if you have any additional questions!        
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Question I want to add one of my family members to my Sprint account. They have their own Sprint account now, I just want to add their number to my bill to help them save money.  How do I do that? Answer It may be possible for you to add an existing Sprint customer's phone number to your Sprint account by performing a Change of Ownership. We have a Change of Ownership page with instructions and details.   Things to keep in mind: In order for someone to take over responsibility for another Sprint phone number (and any lease or installment billing agreement), both people must have active Sprint accounts with no past due balance If the device attached to the phone number is being leased or has an installment agreement, you will need to credit qualify for that responsibility and the terms may be different from the original account Any loyalty or promotional credits (like BOGO credits) that are being applied to the line will be lost, when the line is switched over to the new account.  This change can't be undone. You’ll use this same process if you want to split a number away from your account. Example: A child moving away from home wants their own account, but wants to keep their phone number.
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What are 3rd Party Charges?   Third party charges are purchases made through Google Play or iTunes which have been billed directly to your Sprint account or debit/credit card. Charges can come from various sources including: In-app game purchases (one time bundle or power-up purchases through games like Farmville, Clash of Clans, Angry Birds or Candy Crush) Subscription services (Spotify, TIDAL) Music, movie or other media downloads Follow these instructions to block purchases on your Sprint account.    Block or unblock billing to your Sprint account:   Login to My Sprint (you may have to go through 2 step authentication): - Click the My Preferences tab Under the Limits and permissions section: Block Apps, digital media downloads & third party charges Select device and phone number to block or unblock and save changes   You may also use this method to unblock numbers if you wish to allow purchases billed to your Sprint account. This may be necessary if you want to sign up for certain subscription services through your Sprint account, like TIDAL streaming music. You can set each number on your account differently so you could, for example, allow purchases for yourself but block them for a child or other person on your account.   **Please note: Bill to account is not available for tablets. Your account has a set limit for purchases per bill period.  Once an account has reached the limit allowed, you will be uable to bill to your Sprint account until your bill period ends. You will still have the option to purchase content through Google Play or iTunes via Credit or Debit card through the end of the bill cycle. Google has set a $50 per transaction limit for purchases.  Purchases exceeding $50 must be paid immediately with a Credit or Debit card. Prevent Google Play Store charges billed directly to debit or credit card - Require a password or Authentication for purchases  - Use Google Play Family Library (use this to manage the Play Store for a child or other family member) Prevent Purchases from iTunes - Use Restrictions to Prevent purchasing on your iPhone, iPad or iPod touch - Apple Family Sharing (share content across different devices and/or family members to avoid duplicate purchases)   Have more questions or need assistance?  Click  here   to join a discussion or create a thread.
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Question How does it work? Do I qualify? Answer Thank you for your service. We appreciate all that you do for our Country. We encourage you to start this process about 30 days before deployment. This will ensure we can get all of the verification processed and you’ll know that the bill is taken care of. You have enough to worry about, while being away from your family and your safety. The Military Suspend program ensures you can keep your account, phone number, phone and even your discounts. Military Suspend is available to military personnel in any branch deployed overseas (or domestically where there is no Sprint service), U.S. diplomats, Ambassadors, overseas contractors, Peace Corps, and Missionaries. To begin, please call our Military Suspend Team at 844-751-0149. They’re available 7 days a week from 8AM to 8PM CST. You will need to provide Military Suspend Support team with proof of deployment in order to validate active military status. Active military will need to provide name, DOB and SSN to the Military Suspend Support team. If you are attending basic training (boot camp), you’ll need to provide some more in depth information to the Military Suspend Team. Since customers in basic training will not show up in the database because they are not members of the military until training is complete. Sprint still extends military suspend to customers who can provide basic training recruitment information. With Military Suspend, your line can be suspended for up to 36 months. During this time, you’re not responsible for any charges, other than an installment billing on accessories. Your lease or installment billing on your phone will resume at the time the suspension is removed from the phone. Your device protection will be removed, with the option to add it back. Even though you have plenty of pictures from home, you may want to leave the phone at home for its protection.   Please visit our FAQs at https://www.sprint.com/en/support/solutions/account-and-billing/faqs-about-the-sprint-deployed-military-program.html?id16=military%20suspend.
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Sprint makes it easy to create a payment arrangement.  We'll show you how.
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Question  I've been trying to set up Auto Pay on my Sprint account in order to qualify for the $5/month discount.  I can't figure out how! Answer   To start the Set up AutoPay process, please follow these instructions: Sign in to   sprint.com   with your username and password. Click the   My preferences   tab. Scroll down to All about my account and click on   AutoPay. Note: Some banks may not support electronic checks. Check with your bank before using the automatic payment service. If you have any unpaid balance, please make sure you pay it by the due date. Important:   If you have any unpaid balance, it will be taken out of your account as soon as you complete the set up process.    You can learn more about auto-pay by clicking   here.   Need help setting up Auto Pay?  Create a new thread or join an existing discussion in Problem Solvers
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About Clean Slate:   Sprint’s Clean Slate promotion offers to cover your switching costs up to $400. The eligible costs include the Install Bill Balance for your previous phone and Early Termination Fees. Your taxes, plan charges, or any other charges are NOT eligible.     Promotion Eligibility:   If you want to be eligible for the promo, the followings are a MUST:   You must bring your phone number to Sprint and activate a Sprint Lease or 24-month installments. You must trade-in the phone tied to your phone balance or Early Termination Fee in good condition. That means it has to power on, have the screen intact, have no broken, cracked or missing pieces and the activation lock disabled. You have to register for the Prepaid MasterCard at http://www.sprint.com/joinsprint at least 48 hours after receiving your buyback receipt (aka final bill) or email confirmation and within 60 days of switching to Sprint. The registration site will require the serial number of your traded phone. You can get this from your buyback receipt, buyback-confirmation email or can contact a Sprint employee to help you track it down. You must upload your final wireless bill from your previous carrier showing the fees that were assessed. Remember that ONLY Early Termination Fee and/or Installment-Billing balances are the only fees covered. IMPORTANT: If the device was an installment purchase through Apple or another 3rd party, you need to include the former carrier's bill and a copy of the installment-balance bill. Your account needs to be up to date with and in good standing (no past due amounts) for the Prepaid MasterCard to be processed. Remember, you gotta spend money to make money.     How long does it take to receive my Prepaid Mastercard?   Phase 1: Your account must be active and in good standing beyond the Satisfaction Guarantee Period (14 days) before your registration will be looked at for approval.   Phase 2: After the Satisfaction Guarantee period (14 days) has passed, there is a 15 day Registration Approval Period.   Final Phase: After the Registration Approval Period, it should take about 3 business days to deliver the Prepaid Mastercard Virtual Account reward via email if you chose that option during registration. If you elected for a physical Prepaid Mastercard you should get the actual card in your hot little hands within 10 business days via regular mail.     I’ve waited and waited but still have not received my Virtual Account or Physical Card within the time quoted. HELP!   If you have met all the eligibility requirements AND waited through each of the waiting periods, please leave us a comment in the thread below and we’ll hit you up in order to review and escalate the matter. If you have your confirmation number on hand from completing the online registration (you should have received an email with this) please have it ready to share.     I have a different question about the Clean Slate program…   Cool, live your best life and create a post in Problem Solvers where a SMARTeam agent will help you get to the bottom of your question!      
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Question  I'm on the Unlimited Freedom plan and I just signed up for Auto Pay.  How do I get the $5 per line discount for Auto Pay? Answer   Once you enroll in Auto-pay, the Auto-pay discount should apply on your next bill.   Find out how to enroll in Auto-Pay
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  To authorized a subscriber, 1. Go to www.sprint.com, click Sign In, enter Username and Password, click Sign In.   2. In the I want to list, select Manage who can buy in store on my account  OR Select Manage who can buy in store in the My Account Section next to Retail Purchaser.   3. The preferences screen will display. Select Add Delegate.   4. Enter the delegate’s name, purchase by date, and click Save. Entering a date is OPTIONAL, selecting no date will mean the authorization remains active until modified by the account owner.   5. Review the consent and check the box to agree. Select Next. (Review the Terms and Conditions and check the box to agree.  Select Accept.)   6. Confirmation of your election will be displayed.     Important to know:   Delegates must be at least 18 years of age. Delegates do not need the account PIN. Delegates may only purchase in a Sprint Store. Sprint Stores validate the delegates identification. New accounts must be established for at least 30 days before an In-Store Delegate transaction is allowed. Authorized User/In-Store Delegate is restricted to one device purchase (add-a-line or upgrade) transaction within a two-day period Have more questions or need assistance?  Click  here   to join a discussion or create a thread.
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Question  My bill is due tomorrow but I can't pay until next week.  Is there a grace period before Sprint charges a late fee?   Answer  Sprint applies late fees to any balance more than $10.00 that is not paid by the due date.  There is no grade period before this charge will apply unless required by state law.   Some things to be aware of: Disputed charges are not included in any late fee calculation A payment arrangement does not prevent late fees from being applied Installment Billing charges are not charged late fees Late fees may vary by state or territory but are no more than 5% of the unpaid balance Sprint does not charge a late fee on a previous late fee   Have more questions or need assistance?  Click  here   to join a discussion or create a thread.
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Question I had a payment arrangement for the 15th of this month.  My paycheck got here early so I made the payment on the 12th through the website.  Do I need to cancel my payment arrangement? Answer If you have an existing Payment Arrangement, is it not automatically cancelled if the bill is paid manually through the website, My Sprint Mobile or at an Automatic Payment Machine. To prevent a second payment from being withdrawn from your account, you must cancel any existing Scheduled Payments at least 24 hours in advance.   If you are thinking of paying your bill manually within 24 hours, it is best to let the Scheduled payment take place as planned.   If it is more than 24 hours before the payment is scheduled to be taken, you may be able to cancel or modify the arrangement by logging into your My Sprint account > Payment Center >  Payment Activity > Locate the Scheduled Payment > Click Modify or Cancel > Follow the prompts and agree to the terms.   To learn more about how to make a payment or payment processing times, please see our Sprint Payment Support page   Have more questions or need assistance?  Click  here   to join a discussion or create a thread.
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As of 7/31/17: Every My Sprint.com account password must meet the following requirements: Length: 8-33 characters (cannot be the same as your username) Must contain one of each of the following One capital letter One number One special character You can't repeat a character more than 3 times (e.g. aaaaB12 would not be allowed) You can't use more than 3 sequential characters (e.g., abcd1Co8, Coff7890 would not be allowed) You cannot reuse a previous password These special characters are allowed:  . - _ $ * # @ ! +   Important: If you have not logged in to your Sprint.com account for more than 6 months, you will be prompted to reset your password, which will require a two step authentication process.  You will receive a code (either by text message or email) which you will need to use to authenticate and complete the password reset process.    You may also be required to complete the 2 step authentication process if you are making changes to your Sprint.com account, or purchasing a device either online or through Telesales.   You may request a password reset through our Forgot Password page   Have more questions or need assistance?  Click  here   to join a discussion or create a thread.
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Question Can I get a new discounted (subsidized) phone, pay the subsidized price and accept a 2 year agreement?   Answer Sprint, like other carriers, has discontinued the ability to upgrade via subsidy (discount with 2 yr agreement).       For information about your current device purchase/upgrade options, see my article here: What are my phone purchase options?     * All customers who purchased devices with a 2 yr agreement and are on newer discounted plans (Unlimited Freedom, Cut Your Bill in Half, Sprint Unlimited Basic, Plus or Premium) are subject to a $25 subsidized device fee for each device purchased this way.   Have questions?  Click here to join a discussion or create a new thread.
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Question Now that Sprint has discontinued the 2 yr upgrade, how can I purchase or upgrade a Sprint phone? Answer  Customers have the following upgrade and phone purchase options available:  Sprint Flex Lease:  Qualified customers can lease a Sprint phone for 18 months with the option to purchase.*  When you reach month 18, you should notify Sprint that you would like to purchase your phone.  Your remaining balance will be broken up in to 6 payments similar to your current lease payment.  Alternatively, you may pay it in one lump sum Sprint Flex Lease is compatible with iPhone and Galaxy Forever programs.  Just make 12 payments and you're eligible to upgrade to the next device Customers who are not on iPhone Forever or Galaxy Forever may add a yearly upgrade option for just $5/month For more information, please see our Sprint Flex page Full Purchase Price Customers may purchase a new or pre-owned phone at full Manufacture's Suggested Retail Price (MSRP).  If you pay full MSRP, you own the phone, you have no contract and no penalty besides service charges for cancellation BYOD:  Activate an unlocked device, either purchased from the manufacturer or a reputable reseller (use caution when purchasing pre-owned devices from private parties).  See our Bring your own phone page   Some tips for customers considering the purchase of a pre-owned (used) phone: It is best to go through a reputable reseller with accountability measures in place rather than a private seller.  This helps prevent the purchase of a device that cannot be activated on your Sprint account due to various reasons If you are activating a pre-owned Unlocked Device, be careful to verify that it's compatible with Sprint's network.  In order to be compatible, the device must support CDMA and LTE signals.  Finally, a device which was originally branded under another network may not support all the features of the Sprint network.  For more information see our article on BYOD here *There may be additional costs associated with upgrades including increased MSRP of newer devices.  *Sprint determines eligibility for lease and down payment on a case by case basis.  This article is not a promise or guarantee of eligibility.   Have questions? Click here to join a discussion or create a new thread
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 Question "I have a subsidized phone charge on my bill for $25. I was wondering what this is or what does it mean??" Answer  If you were required to sign a new 2 yr contract in order to receive the phone (even a phone that is $0 up front), that phone purchase is considered subsidized. Sprint paid the manufacturer full price of the phone but sold or gave it to you or allowed a partner like Best Buy or Radio Shack to sell or give it to you for less than it cost from the manufacturer.  This is known as subsidizing a device purchase.   Newer Sprint rate plans like Unlimited Freedom are drastically less expensive because they're built around only the cost of voice, text and data services. This is because, unlike older plans, there's no portion built in for the cost of the phone. As a result, these plans pair best when customers lease their phones or purchase outright for full MSRP.   If a customer purchases (or receives the phone for $0 at the point of activation) with a two agreement, while on a newer rate plan like the Unlimited Freedom or Cut You Bill In Half, there is a $25 subsidized device fee applied to each line with a subsidized device as well as an Early Termination Fee if the contract terms are not fulfilled.    Unless you are paying the actual MSRP of the phone with no discounts and no 2 yr agreement, you're buying a discounted or subsidized phone. Look for words like 'instant discount' or 'with two year agreement' as an indicator that phone purchase is subsidized by Sprint and therefore subject to the $25/line fee.   Question "Where is this fee disclosed?" Answer When viewing a plan page on Sprint.com such as the Unlimited Freedom page, look for verbiage about discounted devices. Offer is for a limited time only.  Activ. Fee : Up to $30/line. Credit approval req.  Sprint Unlimited Plan : Reqs. eBill & new account activation. Includes unlimited domestic calling, texting & data for phones with 10GB of high-speed Mobile Hotspot VPN & P2P data. Discounted phones subject to add'l $25/mo/line. Third-party content/downloads are add’l charge. Select Int’l svcs are included see sprint.com/globalroaming. Plan not avail. for tablets/MBB devices.  AutoPay : Must be enrolled in AutoPay to receive $5/mo/line discount.  Hulu:  Reqs registration from Sprint phone at hulu.com/sprint. Incl. access to one Hulu Limited Commercials plan per each eligible Sprint account (excl. other Hulu plans and add-ons) while eligible Sprint plan is active and in good standing. Valid for new or returning Hulu subscribers or certain existing Limited Commercials subscribers. Select Hulu content streams in HD on supported devices subject to connectivity. Tablets may stream Hulu content via included Sprint Hot Spot or may subscribe to separate unlimited data plan for tablets. Not redeemable or refundable for cash or gift subscriptions. Hulu may place account on inactivity hold based on Hulu usage. Cancel Hulu anytime. See full offer terms at sprint.com/hulu.  Quality of Service (QoS) : Customers who use more than 23GB of data during a billing cycle will be deprioritized during times & places where the Sprint network is constrained. See sprint.com/networkmanagement for details.  Usage Limitations : To improve data experience for the majority of users, throughput may be limited, varied or reduced on the network. Sprint may terminate service if off-network roaming usage in a month exceeds: (1) 800 min. or a majority of min.; or (2) 100MB or a majority of KB. Prohibited use rules apply — see sprint.com/termsandconditions.  Other Terms : Offer/coverage not available everywhere or for all phones/networks. No discounts apply to plan. May not be combined with other offers. Restrictions apply. See store or sprint.com for details. © 2017 Sprint. All rights reserved. Sprint & the logo are trademarks of Sprint. Other marks are the property of their respective owners.   Question I changed my plan and now I have this fee.  Why didn't I have it before? Answer If you were on an older, grandfathered plan and recently moved to one of our newer discounted plans, any lines that are currently under a 2 yr agreement will incur a $25 subsidized device fee. Question "Why wasn't I told about this fee when I upgraded at the Apple store?" Answer Employees at third party locations, including manufacturer retail locations aren't Sprint employees and generally won't be aware about plan options and/or additional fees.   Have more questions or need assistance?  Click here to join a discussion or create a thread.
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We have a fairly extensive set of FAQs posted on our BYOD page at Sprint.com/bringyourownphone but we are going to compile a few of the less-common questions here as well.  This list will grow over time.   Q .  Can I activate any unlocked device on a Sprint account?  A.  No, only certain devices are compatible with the Sprint CDMA and LTE networks.  Typically, older non-Sprint phones are not eligible for activation.  See the Bring Your Own Phone link at the top of this page for a complete list of eligible BYOD devices (not the same as open market).  If the device you have is not on this list, a Sprint store may be able to assist.    Q.  My phone should be eligible, but when I have try to activate it but I get the message that it's not eligible or not compatible with the network.  What's wrong? A.  If the phone has never been activated on the Sprint network before, the system may recognize it without a ticket.  Sprint Stores have the ability to submit a ticket to have your phone's information (IMEI/ESN) added to our database.  Sprint stores can also get you a Sprint SIM or UICC card, if required.  Agents on Sprint Community are able to submit a ticket to add a phone's IMEI to the database but cannot send you a SIM/UICC card.   Q.  If I bring my phone over from another provider, will it work exactly like a Sprint branded device? A.  Most features of your device will work as they did on your previous provider but certain functions of LTE may not work exactly as before.     Q.  I have a factory unlocked/open market phone, do I need a SIM card? A.  Your factory unlocked/open market device may need a Sprint SIM or UICC card.  Please visit a Sprint store for assistance.   Q.  I used to have Sprint but had my device unlocked for use on another domestic carrier (DSU).  Can I bring it back to Sprint if I use it on another carrier in the meantime? A.  If your phone has been unlocked and used on another carrier, it may have been removed from our database.  If you get an error message when attempting to activate, please see the answers above for more information.   Have a question or need more help?  Click here to join a discussion or start one.
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Question  I cancelled Sprint services several months ago.  Last week, Sprint took a payment out of my account. How did this happen when my account is closed? Answer When a Sprint account is cancelled with a remaining balance owed, either from billed charges or due to equipment that has not been returned, Sprint will make several attempts to collect the debt. Sprint will contact customers by phone and then by letter sent through United States Postal Service to the mailing address on the account.    If the balance has not been paid within 20 days of the letter, Sprint may deduct all or part of the remaining balance from any card previously used to make a payment.  These payments, part of Sprint's Debt Recovery Program, as listed under Billing Relationship in our Terms and Conditions are not eligible for refund and cannot be backed out.   If you have questions about a payment deducted from your debit or credit card after you've cancelled services,  you may contact the Debt Recovery Program at 1-855-696-7423 .
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Question I set up a payment arrangement and Sprint tried to take it at 1:00 AM when my check goes in at 5:00 AM.  Is this normal?  Sprint really takes the money in the middle of the night?   Answer  Sprint withdraws all payments at midnight of the day you select.  Whether you have selected auto-pay or you've set up a future dated payment as part of a Payment Arrangement, the money will be withdrawn from your bank account before you get up in the morning on the day you agreed.   If your paycheck isn't usually deposited until later in the day or if you have to deposit the money by going to the bank, it is a good idea to set your payment up for the day following the one in which you expect to receive the money.  Choosing the day following will help you avoid any overdraft fees on your account and help ensure that you can use the Payment Arrangement system in the future.   For more information bill payment options please see our Sprint Payment Support page
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Question  Can I choose the date my bill is due? Answer   Your bill's due date is set automatically when you first open your account.  Unfortunately, it is not something that can be manually updated. 
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