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Phone & Device Support Library

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Symptoms   Impacts: All 2018 iPhones.  This should not impact the iWatch 4 series. The device will display No Service in the following countries until those carriers implement the new USASV IMSI range in their network elements.   Solution Sprint is working with our roaming partners to implement the new IMSI range in their networks to resolve this issue.  Current list of impacted countries include: Albania American Samoa Botswana Burundi Croatia Cuba Djibouti Gulf of Mexico India (part of country ready) Kyrgyzstan Lesotho Libya Macedonia Oman Sao Tome Saudi Arabia Seychelles South Sudan Swaziland Vanuatu  
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Sprint makes it simple to swap your old phone for a new one.   Before you get started, it's a good idea to back up device contacts and content.  Make sure your new phone's battery is charged   Ensure both your new phone and the old one are powered off Go to Sprint.com/activate from a laptop or desktop computer Sign in to My Sprint with an authorized username and password Select your device or number from the 'New device to activate' area.   Back up your device content and contacts if necessary.  click 'Continue' If your new phone is displayed, confirm it and continue.  If the info displayed does not match your new phone,  enter device identifier info: (DEC, HEX or IMEI).  Review your plan choice and add-ons (this is a great time to add TEP if you don't already have it) Click Activate Power on, set up your new phone, make a test call, and check that data is active   If you encounter an error message at any point during the activation you may be able to chat for assistance. When chat is available, you should see a 'CHAT' bubble on the right hand side of the window.   Watch our short video on the activation process   If you are having issues with your service after you activate, please see Activation Issues: Unable to make calls, send text or use data.   If you are still unable to make calls, send texts or use data, you can create a message in our Problem Solvers forum where you can ask for help or chat with an agent at Sprint.com/chat  
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 In some instances, users may notice their roaming service experience is not as good as other Sprint customers.   Additionally, users may report inability to recover service after performing a ##SCRTN# or a ##RTN# even after finishing normal triage steps.   These could both be related to the SIM in the handset not being able to connect to the server which allows for proper updates.
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On the new powerful Galaxy Note 9, the S-pen is now Bluetooth enabled which allows you to remotely control different applications on the device. You have the option to single press or double press the S Pen button to initialize different functions and you can also customize the functions by following the below steps:
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The S-Pen of the Galaxy Note9 device is a Bluetooth powered accessory. If a customer purchases a new S-Pen or replaces the existing S-Pen for any reason, the new S-Pen will need to be paired before use with the device.
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Please read our tips and things to keep in mind when requesting a Domestic SIM Unlock (DSU)
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 Introduction: This document is intended to guide support of the GearVR with controller (Model SM-R325) for customers who have concerns related to compatibility with Galaxy Note9 devices.   Topic: Due to the increased size of the Galaxy Note9 device, a new Type C adapter is required for compatibility with the GearVR with controller (Model SM-R325). Existing owners of Model SM-R325 may contact Samsung at 1-800-Samsung to order a new adapter to use their Galaxy Note9 device with the existing GearVR with controller. Note: Please have purchase information, including the GearVR model number and serial number available before calling for assistance. The GearVR serial number and model number are located on the inside of the GearVR device as pictured below.   Setting Up the New Adapter:   FAQs Question: I have the GearVR with controller (Model SM-R325); is it compatible with my Galaxy Note9 device? Answer: Yes. Galaxy Note9 is compatible with your existing GearVR, but a new Type-C adapter is required due to the increased size of the Galaxy Note9 device. You can order a new adapter by contacting 1-800-Samsung. Question: I tried to use my Galaxy Note9 device in my GearVR (Model SM-R325) but it won’t work with my existing setup; what do I need to do? Answer: A new Type-C adapter is required to use Galaxy Note9 with existing GearVR (Model SM-R325) accessories.   Question: Is there a cost for the new adapter? Answer: No. Current GearVR (Model SM-R325) owners can obtain the new adapter at no cost by contacting 1-800-Samsung. Question: How long will it take to get my new adapter? Answer: Replacement adapters are sent via standard shipping options. Normal shipping times can vary but you can expect to receive the replacement adapter in 7 to 10 business days.   Question: Can I pick up the adapter at my local retail store? Answer: At this time the only way to secure the new Type C adapter is directly through 1-800-Samsung.          
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 Customers are not able to utilize Google Voice input while texting.
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Description In our efforts to provide you with great service, we are continually updating and modifying the Sprint IT Network. As part of a network upgrade, this device will no longer have the ability to reach Sprint provisioning systems for activation or roaming updates starting July 20th, 2018.   Action: Activation activities and roaming updates are no longer possible. Devices that are already active will continue to work, but eventually may see service degradation in areas where roaming updates are required.   DO NOT perform any master resets or update profile requests on these devices on or after July 11th, 2018   These devices can no longer be activated.     
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Symptoms   After installing the last software release, ARF2, some users report experiencing com.android.phone has stopped errors randomly and repeatedly.  No triage seems to permanently resolve.   Solution   Sprint and Samsung have identified the root cause and will address the issue in the next maintenance release.    The behavior is due to the way Samsung's messaging application handles long, multi-segment incoming messages.   Temporary relief from the error may be found by power cycling the handset, but until the maintenance release launches the issue could reoccur.   
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 QUICK TIPS! Safe Mode   One of the more common root causes of problems like slow/sluggish behavior, random device restarts, freezing, unexpected errors and other unexpected impacts are caused by 3rd party applications.  Testing the device in safe mode can help isolate and eliminate 3rd party apps as the source of a customer's frustration.   For the S8 and above, Samsung has more user-friendly ways of booting the device into Safe mode:   1.  Press and hold the Power button until you receive the on-screen options. (Power off, Restart, and Emergency mode)   2. Press and hold the on-screen Power-off option until Safe mode appears.     3. Once Safe mode appears, select it and the device will reboot in Safe mode.   Note: You can also use Bixby to boot into Safe Mode as well by remember you must have a Samsung account active on the device before you can utilize Bixby.  Once you voice wake up Bixby, just state "Safe Mode" and it will bring up the above picture.    
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Description In our efforts to provide you with great service, we are continually updating and modifying the Sprint IT Network. As part of a network upgrade, this device will no longer have the ability to reach Sprint provisioning systems for activation or roaming updates starting July 20th, 2018.   Action: Activation activities and roaming updates are no longer possible. Devices that are already active will continue to work, but eventually may see service degradation in areas where roaming updates are required.   DO NOT perform any master resets or update profile requests on these devices on or after July 11th, 2018   These devices can no longer be activated.     
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In our efforts to provide you with great service, we are continually updating and modifying the Sprint IT Network. As part of a network upgrade, this device will no longer have the ability to reach Sprint provisioning systems for activation or roaming updates starting July 20th, 2018.
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 Required service updates will prevent NEW users from subscribing to the hotspot from the on-device menu
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Required service updates will prevent NEW users from subscribing to the hotspot from the on-device menu
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Required service updates will prevent NEW users from subscribing to the hotspot from the on-device menu
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Required service updates will prevent NEW users from subscribing to the hotspot from the on-device menu
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In rare cases, users may report devices are not charging and/or not powering on.  Standard triage does not resolve the failure.
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Some users report the iris scanner fails to register new entries after installing software version G965USQU2ARE6.  A blank screen could be seen instead of the expected eye alignment screen during setup.
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Is your device stuck in safe mode? Here are a few helpful hints if it is.
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