The number you’re inputting is it correct? The ESN/MEID number can be found in two placed. Underneath the battery in the phone on the right side of the bar code sticker. The other place is on the barcode sticker that’s on the original box. It will be labeled DEC-HEX, this is the number you use to activate the device online. Please let me know if this helps, thanks for posting.
Sprint Social Care
Sprint S.M.A.R.T Agents Sprint S.M.A.R.T Agent are here to help Monday through Sunday 6:00 AM CT - 6:00 PM CT. If you need to speak to an agent outside of these hours, please visit Sprint Chat