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Check here for Samsung Galaxy S9 Pre-order and Launch Info

Community Manager

Check here for Samsung Galaxy S9 Pre-order and Launch Info

We've gathered some information and answers to the more common questions around upgrading and eligibility process, as well as some specifics about the devices we'll carry.  We will be adding to this list as info becomes available.


We invite you to ask your questions here.  We'll review those questions and work to get you answers as quickly as we can.  


Please be patient as we may not have the information yet ourselves. It may take a few days for us to get you the accurate information but we'll get there together.


The Moderators and Admin will be moving questions and comments off this thread to another space as needed. This enables us to keep the post short, on point and easy for people to follow.


 Upgrade Eligibility and Purchase Options

Q: How do I check to see if I am eligible to upgrade?

A: You can check the eligibility of your lines from both the My Sprint app and your My Sprint account.  You can also view eligibility and more from our Upgrade Eligibility support page


Q: What are my Purchase Options?

A: Please see this article and let us know if you have any questions: What are my phone purchase options?


Q: I'm on Galaxy Forever.  That means I can get the Galaxy S9 today, right?

A:  Galaxy Forever customers become eligible to upgrade after making 12 payments towards their current leased device.   


Q: How can I tell if I’m on an Galaxy Forever lease?

A: You can check the terms of your lease agreement through the My Sprint app and your My Sprint account.  If you are on the Galaxy Forever program, your eligibility should say “Today” under the Flex Lease option


Q: My lease isn't eligible to upgrade. Can I pay it off and have my eligibility reset to order a new phone?

A: You should be able to pay your remaining lease payments and upgrade early. Contact Telesales or your local Sprint store for more information.


Q:  I am on installment billing(IB) and pay extra to upgrade on a yearly basis with giveback.  I'm not at 12 months yet, is there a way I can get my yearly upgrade early?

A:  Unfortunately, there is no way to accelerate to the 12 month mark. You may be able to pay off your full installment billing agreement instead (see below)


Q: Can I pay off the balance of my IB agreement and order right away?

A: You can pay off your installment billing balance at any time (via IVR, Store and through Care). Once paid, your upgrade eligibility will reset automatically after 5 days. You can also contact Telesales who may be able to process an order sooner. Once you have paid off your IB balance, you may use your current phone as a trade-in on the new phone.


Q: Can I pay off my two year agreement and have my eligibility reset and order the iPhone?

A: Unfortunately, there is no way to buyout a two year agreement.


Q: I have to turn my phone back in to Sprint in order to upgrade.  How does that work?

A: If you’re upgrading in a store, the store will walk you through the process. If you are ordering through Telesales or the web, please see the links below and let us know if you have questions:


Q: Can I purchase from the manufacturer or another retailer and add TEP+ later?

A: If you purchase a new device after 9/12/17, you can add TEP+ $13/month any time within the first 60 days of activation.  For more information see:

Q:  How can I check my Order status?

A:  You can check your order status by logging into your My Sprint account and look for My Orders or by going to


Q:  I never got my confirmation email.  Can you resend it?

A: Check your Spam folder just in case emails from Sprint have been routed there.  If you're still unable to locate it, you can chat with Order Support through the My Order page and they can provide you with your order number.


Q: I made a mistake with my order (wrong color or size).  Can I change it?

A: Unfortunately, once an order is processed, it cannot be modified.  If your order has not yet shipped, you may be able cancel it by chatting in to Order Support through the My Order page.  Once the current order is cancelled you should be able to create a new order, including a new payment. Once an order has been shipped, it cannot be cancelled.


Q: The delivery address on my order is wrong.  Can I update it?

A: If your order has not yet shipped, you may be able to change the delivery address.  You will need to chat with Order Support through the page to verify.


 Q: What colors will Sprint carry?

A. Both the S9 and S9+ will be available in Midnight Black, Lilac Purple and Coral Blue


Q: What memory configurations will Sprint carry?

A.64GB internal memory (ROM), 4GB RAM with expandable memory up to 400GB




Sprint Community Manager & Customer Advocate
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