cancel
Showing results for 
Search instead for 
Did you mean: 

Get help for "Incompatible with Brand" error here!

Highlighted
Master

Get help for "Incompatible with Brand" error here!

 More than likely you are seeing this because the devices ESN is not in Sprints database or for some reason usually due to long inactivity it has been removed. If this is the case then the ESN will need to be added into the system by an agent creating a "ticket". This process can take up to 3+ days to take care of depending on what info is left out etc.

 

 This thread is being created to help get this taken care of and to hopefully consolidate requests to one single area. First and foremost the agents in here will need to verify if the device in question is compatible with Sprints network. You can do a pre check on your own to see if in fact your device will be compatible by going here https://community.sprint.com/t5/Account/Bring-Your-Own-Device-FAQs/ta-p/962647 . The provided link will also run you through some other goodies like questions/answers to some of the main things that are usually asked.

 

 This link https://www.sprint.com/en/landings/bring-your-own-phone.html provides the info on which devices are able to be added to Sprints database. These are the confirmed devices. A newer device might be available to be added that is not on the list but this will need confirmation from the agents in here.

 

 When attempting to add a device to the Sprint Database, a Sprint rep will need the following information from you;

  • MEID
  • memory size (if available in more then 1 size)
  • MAC ID
  • Phone number swapping the device to (if you already have an existing acct)
  • account PIN

DO NOT SHARE THE ABOVE in a public thread, only share this information with a Sprint Rep via Private Message. For a list of Sprint Rep's, you can go to the following,

Link to Community agents

Pick a rep, click their username and look for the big yellow button that says "Send a Message" to initiate a Private Message.

 

 Keep in mind if for some reason you end up getting a replacement device NOT from Sprint you will more than likely need to go through this process yet again to get the devices info into the database. EXAMPLE- You own a Nexus 5X and something goes amiss..you end up getting a replacement from Google..The new device is not in Sprints database so now it must be added in the same way the previous device was added..Wash rinse repeat Smiley Happy


--
If my post or someone else's answered your question please mark it an Accepted Solution.

Keep in mind, like you, I am a Sprint subscriber. I am in no way employed by Sprint in any sense. I just know stuff.
19 REPLIES
GrandMaster

Re: Get help for "Incompatible with Brand" error here!

BOOM!! diggin it.
*********************************************************
I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Sprint and my suggestions and or opinions are my own. *************************************************************************************************************
Journeyman

Re: Get help for "Incompatible with Brand" error here!

Hello!

 

i think this might be the answer! I have a service ticket in with sprint now after an entire weekend. Also, since the sim has to mirror the sim in my iPhone which could appear to be like activating an a sim already in use- wondering if that is an issue. My sim is registering as one of the old phones on our account and that’s not accurate.

 

Sprint Social Care

Re: Get help for "Incompatible with Brand" error here!

Hello nursehgh. Sprint_kryshna sent you a PM yesterday to check on this issue, please take a look at your inbox message when you have a chance.


Carlos
Sprint Social Care
Journeyman

Re: Get help for "Incompatible with Brand" error here!

I'm having an issue with adding an iPhone 5s to my account. If someone could PM me that would be much appreciated. Thank you!

GrandMaster

Re: Get help for "Incompatible with Brand" error here!

which carrier is the 5S coming from? did you look at the accepted devices list to make sure your 5S is allowed? the only one i am seeing listed is the 5S from Verizon.
*********************************************************
I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Sprint and my suggestions and or opinions are my own. *************************************************************************************************************
Sprint Social Care

Re: Get help for "Incompatible with Brand" error here!

Hi Lol_Irl! I am happy to help with this, but as @firegu_6364 state, can you please confirm if the iPhone if from Verizon?


Kryshna
Sprint Social Care
Journeyman

Re: Get help for "Incompatible with Brand" error here!

Hello. I am also having a problem activating my Nexus 5X. I have been to 3 different Sprint stores and a Best Buy after being directed there to activate my phone from a Sprint store. I believe I have the Correct kind of SIM (SIMGLW446C), however each Sprint location I have been to tells me the phone is incompatible with the network (despite it being listed as a compatible device on Sprint's own website for BYOD program). Please, any help would be appreciated, I've had this phone for 5 days already and have been to 4 locations to try to figure this out. Thank you.

GrandMaster

Re: Get help for "Incompatible with Brand" error here!

every single thing that needs to be done to get this ball rolling is on the very first post...including links
*********************************************************
I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Sprint and my suggestions and or opinions are my own. *************************************************************************************************************
Sprint Social Care

Re: Get help for "Incompatible with Brand" error here!

adewitt,

Hi! Thank you for reaching out. We have received your private message, I will be responding to you shortly.


Kryshna
Sprint Social Care
Journeyman

Re: Get help for "Incompatible with Brand" error here!

Hi all,

 

I'm also having this issue trying to activate the Pixel both at the store and over the phone with tech support. Really frustrating, you would think that this would have been disseminated by now. Anyways,  could any of you wise people be able to help me. Thanks in advance!

 

GrandMaster

Re: Get help for "Incompatible with Brand" error here!

read the directions on the very first post. it walks you through the entire process.
*********************************************************
I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Sprint and my suggestions and or opinions are my own. *************************************************************************************************************
Community News

Please help us to keep our Community a positive laughing and helpful innocent space for all members cool.
Be sure to read our Rules & Guidelines and if you have any concerns surprised just send a private sealed message to @Seawolf or @A11ey, and we'll check it out!