You will definitely need to speak with Customer Care. Customer Care is available 24 hours a day. It's it after hours for chat, you can call 888-211-4727 for assistance. Did you ever get the phones swapped?
Sprint e-Care (chat)
I'm having difficulty activating my phone online. This is a new phone. It was sent to me recently from Sprint.
I haven't deactivated my old phone (from Sprint)yet.
I typed in the HEX number in both boxes and checked to make sure it was typed correctly, twice. Recieved an error: Not enough information.
I typed in the DEC number in both. Checked. Same thing.
so, I decided to try the model number (worth a shot). Page said that it couldn't activate my phone at that time.
It's too late to call customer service.
Anything else I can do?