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Frequently Asked Questions

Most Requested

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

Learn more at sprintrelay.com/iprelay

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Billing

How do I access my account to pay my bill?

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.

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 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 Plus 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 Plus 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 Plus to your account.

Note: TEP stands for Total Equipment Protection

My phone has been damaged or lost and I have TEP Plus 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.

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

Without the Total Equipment Protection Plus 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?

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 Mobile IP Relay calls on my Android or iOS device?

Learn more at sprintrelay.com/iprelay

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