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Frequently Asked Questions

Most Requested

How do I make Sprint IP Relay calls on my Android device?

If you have an Android-powered device OS 2.1 or higher, go to the Android Market, tap the Sprint black phone icon and scroll down to download the free Sprint Mobile IP app. There are instructions available to register for a 10-digit number. Learn more at www.learnwithsprint.com.

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Billing

How do I access my account to pay my bill?

NOTE! If you have a BlackBerry, you have two separate online accounts. One is the BlackBerry email account (http://sprint.blackberry.com) and one is the Sprint account.

To pay your bill or check the balance, go to: www.sprint.com to sign in. If you have never signed in before, you will need to register for access.

If you have any device other than a BlackBerry, you only have one online account. Go to www.sprint.com to sign in. If you have never signed in before, you will need to register for access.

I have had my phone for less than 14 days and I want to cancel the service.

Call 866-514-0109 (voice) and request to cancel your account and return your device. They will transfer your call to the department that handles cancellations. They will issue an RMA (Return Merchandise Authorization) and ship a return kit to your attention.

Can I get use my discount (Post Office, Government, etc) and also the Sprint Relay data-only plan?

No. The Sprint Relay Data-Only Plan (SRDOP) is already heavily discounted compared to voice plans. If you want to use your employer's discount plan, you cannot use the SRDOP as well. In most cases, the SRDOP is already cheaper than any discount you would have.

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General

What is an optional hotspot on Android-powered devices?

The optional hotspot add-on allows you to use your Android-powered device as a high-speed internet connection for your laptop computer anywhere on the Sprint network. This is an optional monthly fee that may be cancelled at any time.

What is a PRL? What is a PRL Update?

The PRL is the Preferred Roaming List. It is a file in your phone that has a list of all roaming providers Sprint works with. When a phone cannot find a Sprint signal, it checks the PRL for the first available provider. Keeping the PRL up-to-date is not critical. However, savvy users choose to update their PRLs because it provides for faster roaming signal acquisition, improved international roaming, and, on EV-DO devices, better acquisition of EV-DO data services.

To update your PRL, contact data support or call customer service and ask to be transferred there. Customer service is generally not informed on PRL updates and may not be able to assist you directly. The rep must "flag" your account for an update. Then you must then dial *2 on the your device. The *2 system will detect if your phone needs to be updated, and will route you to the proper system to update your device.

What does error 1012 mean?

This is the most common error. Your phone cannot get the login info it needs from Sprint's provisioning server. This happens most commonly on a phone that was just activated. The solution is usually to wait. If the problem is still there after eight to twelve hours, contact data support to troubleshoot the issue.

Sprint surcharges, taxes, fees, and other charges

Click here for more detail on Sprint surcharges, taxes, fees, and other charges that appears on your monthly phone bill.

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Insurance

I don't have TEP insurance on my account and I want to add it. How do I do that?

If you have purchased phone within the past 30 days, you can go email VCS@Sprint.com to add TEP to your account. You can also call Sprint customer service at 800-927-2199 (voice) and press 1.

If your account is over 30 days old, we regret that it is not possible to add TEP to your account.

Note: TEP stands for Total Equipment Protection

My phone has been damaged or lost and I have TEP Insurance on my account. What do I need to do?

File a claim at www.asurion.com or call Asurion at 1-800-584-3666 (voice). The hours are Monday through Friday 7:00 AM to 9:00 PM Central Time and Saturday/Sunday 9:00 AM to 7:00 PM Central Time.

What is TEP?

TEP stands for Total Equipment Protection.

What is a benefit of TEP?

Fact: Over 200,000 mobile devices are lost, stolen or damaged every day. Total Equipment Protection gives you next-day replacement without having to pay full price. To replace your device, full retail cost could be hundreds of dollars.

Need help getting the most out of your phone? Total Equipment Protection Plus includes everything you get with Total Equipment Protection - coverage for loss, theft and damage and repairs - plus automatic backup of photos and videos, virus protection and premium support for your phone and virtually any connection to it.

If I don’t have Total Equipment Protection, what does it cost for repairs?

Without the Total Equipment Protection program or the Equipment Service and Repair program, a per-incident charge of $75 will be charged for repairs at a Sprint Phone Repair Center. The $75 charge covers only in-warranty and out-of-warranty phone issues that can be handled in the store such as mechanical and electrical failure, normal wear and tear issues and repairable physical damage. It does not cover loss, theft or any damage beyond repair that requires an insurance claim. Without Total Equipment Protection, the only solutions to these phone issues are upgrading, if eligible, or purchasing a new phone at full retail price. For more information click here.

How can I protect my device?

There are two programs: Total Equipment Protection is either $9 or $11 per month depending on the device. It covers loss, theft, liquid or physical damage, electrical and mechanical failure, and in-store repairs. Access the Sprint Protect app to secure your phone and retrieve your content in the event the device is lost, stolen or damaged.

Total Equipment Plus, at $13 per month, provides a comprehensive protection solution covering loss, theft, liquid or physical damage, electrical or mechanical failure, and in-store repairs. Plus, access to the Sprint Protect app, which can locate or sound an alarm if your device is missing and lock or erase your device if it is lost or stolen. Also get automatic photo and video backup, built-in security, and one-click access to U.S.-based tech experts for premium support.

How do I make a claim?

Claims for lost, stolen or damaged phones can be filed at www.phoneclaim.com/sprint until 10 PM CST for next-day delivery of replacements. You can also file a claim by calling contact Asurion Customer Care at 1-800-584-3666. Asurion Customer Care hours are Monday-Friday: 7am-11pm CST and Saturday and Sunday: 8am-9pm CST. For mechanical or electrical failure, routine maintenance or failure from normal wear and tear, you can obtain a covered repair or replacement by visiting a Sprint Store Repair Center. Visit www.sprint.com/storelocator for a location near you.

How long do I have to report a claim?

You have 60 days after a loss occurrence to file a replacement request.

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Android

How do I make Sprint IP Relay calls on my Android device?

If you have an Android-powered device OS 2.1 or higher, go to the Android Market, tap the Sprint black phone icon and scroll down to download the free Sprint Mobile IP app. There are instructions available to register for a 10-digit number. Learn more at www.learnwithsprint.com.

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Rebate

I haven't received my mail-in rebate reward card!

You can check your mail-in rebate status by going to www.sprintrebates.com and entering your Sprint wireless phone number.

Where do I find the mail-in rebate form?

You can find the mail-in rebate form by clicking here.

My rebate status shows DENIED! What do I do next?

Call 800-477-4127 (voice), Option 1 Option 2. Have the tracking # available as well as the customer's wireless phone number. The majority of the time the representative will be able to assist you and resolve the issue. If for some reason they cannot, please send an email to rebate.escalations@parago.com. Include:

  • Customer name (the name of the person submitting the rebate)
  • The wireless number (the phone number that is eligible for the rebate being requested)
  • Rejection tracking # (located at www.sprintrebates.com or found in the upper left hand corner of the rejection postcard under the return address. It should be approx. a 9 digit number).
  • Description of the issue and why the representative wasn't able to assist when you called the 800 #.
  • Include the customer’s expectation regarding the rebate amount.
  • Provide an Email address to send a confirmation to.

I received a rejection postcard from rebate department. What do I do next?

Call 800-477-4127 (voice), Option 1 Option 2. Have the tracking # available as well as the customer's wireless phone number. The majority of the time the representative will be able to assist you and resolve the issue. If for some reason they cannot, please send an email to rebate.escalations@parago.com. Include:

  • Customer name (the name of the person submitting the rebate)
  • The wireless number (the phone number that is eligible for the rebate being requested)
  • Rejection tracking # (located at www.sprintrebates.com or found in the upper left hand corner of the rejection postcard under the return address. It should be approx. a 9 digit number).
  • Description of the issue and why the representative wasn't able to assist when you called the 800 #.
  • Include the customer’s expectation regarding the rebate amount.
  • Provide an Email address to send a confirmation to.

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Technical Support

How do I make Sprint IP Relay calls on my Android device?

If you have an Android-powered device OS 2.1 or higher, go to the Android Market, tap the Sprint black phone icon and scroll down to download the free Sprint Mobile IP app. There are instructions available to register for a 10-digit number. Learn more at www.learnwithsprint.com.

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