FAQ

Device Protection

Q: Why Do I Need Total Equipment Protection?

You depend on your device to be productive and stay in touch with those you care about. Up to one out of three customers lose or damage their device in the first year and the manufacturer's warranty does not cover lost, stolen or damaged devices. Total Equipment Protection covers all of these incidents.

Q: When can I enroll in Total Equipment Protection?

Simply ask your Sprint sales representative or call Asurion Customer Care at 1-800-584-3666 within 30 days of the new activation or purchase of a new device. Customers currently enrolled in Total Equipment Protection may upgrade to Total Equipment Protection Plus at any time with an eligible device by calling 1-800-584-3666.

Q: Who do I contact to receive a replacement device?

For lost, stolen or damaged devices, you can file a claim online 24x7 at phoneclaim.com/sprint or you can contact Asurion Customer Care at 1-800-584-3666. Hours of Operation are Monday-Friday: 7am-11pm CST and Saturday & Sunday: 8am-9pm CST.

Q: How long do I have to report a claim?

You have up to 60 days after a loss occurs to file a claim.

Q: Is there a deductible charge or additional fee?

There is a $50, $100, $150 or $200 non-refundable deductible per approved insurance replacement (depending upon your device). Payment of the deductible is required upon approval of the claim.

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 Phone Repair Center or by calling Asurion at 1-800-584-3666. Your first two repair/replacement transactions are included at no additional charge. A $25 service fee applies to each subsequent repair or exchange in any consecutive 12-month period. Visit sprint.com/storelocator for a location near you.

Q: Is there a way to check the status of my replacement?

Yes! 24x7 on the web at phoneclaim.com. You may also receive tracking information for your replacement device via an automated system by contacting Asurion Customer Care at 1-800-584-3666.

Q: Do I need to return my damaged device?

If your device is damaged or if your lost device is later found, please return the device to avoid any non-return fees which can up to $900 depending on your device. We will mail you everything you need to return your device.

Q: How do I return my damaged device?

A pre-paid USPS envelope will be included inside your package. Simply return the damaged device within 10 days using the envelope provided to avoid being charged for the non-returned device. You can place the package in your mail box or drop it off at your local post office. You may track the return of your device online at phoneclaim.com.

Please note that if the damaged device is not returned within 10 days of receipt of your replacement, a non-return fee may be applied to your Sprint invoice up to the full replacement value of your device.

Q: Will the replacement device be exactly the same as the original?

Every effort will be made to replace your device with the exact model. Replacement equipment may be new or a Sprint certified remanufactured device and/or a comparable model You will be notified in advance of the device being shipped.

Q: What if my replacement device is damaged or defective when I receive it?

Your replacement device comes with a 12-month limited warranty. If your replacement device is damaged upon receipt or malfunctioning, please visit a Sprint Phone Repair Center or call Asurion toll free at 1-800-584-3666.

Q: What devices are eligible to enroll in TEP Plus?

To enroll in TEP Plus, customers must have a higher-end device. To view a complete list of devices eligible for TEP Plus visit our website phoneclaim.com/sprint/deductible. The website schedule is updated regularly to include new models.

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Device Repair

Q: Who do I contact for repair?

You can start the repair process by filing a claim online 24x7 at phoneclaim.com/sprint or you can contact Asurion Customer Care at 1-800-584-3666. Hours of Operation are Monday-Friday 7am-11pm CST; Saturday and Sunday 8am-9pm CST.

Q: Who does the repair?

All work is performed by highly trained technicians at our Sprint Phone Repair Centers or at one of our authorized repair centers.

Q: How do I determine if my device is eligible for repair or replacement?

When you start your claim online, we will explain the next steps, which depend upon the type of device and the nature of the damage. Cracked screens on certain devices are generally eligible for repair, as long as the device still powers on and is otherwise operational with no additional damage. For approved claims, a repair or replacement device will be provided at our discretion.

Q: How long does a repair take?

In-store repairs are completed the same day in most cases. Mail-in repairs from an authorized repair center are generally returned within 5 days.

Q: Is there an additional fee for repair?

For cracked screen repairs, a service fee applies and varies, depending upon the tier of your device. There is no limit to the number of cracked screen repairs. See Repairs for details.

For mechanical or electrical breakdown other than cracked screens, your first two repair/exchange claims are included at no additional charge. After these first two claims, a $25 service fee applies for any future repair/exchange within a 12-month period.

Q: Can I get a repair without a device protection plan?

Yes. Depending upon the type of device and nature of damage, your device may be repairable at a Sprint Phone Repair Center. Without a device protection plan, you will be responsible for paying the full market rate for the repair.

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Sprint® Gallery App

What is the Sprint Gallery app?

The Sprint Gallery app gives you a quick and easy way to automatically backup and preserve all the photos and videos you love. It’s also a great way to free up more storage on your phone for apps, music and even more photos and videos. With some of the fastest upload speeds in the industry and ample storage space, too, Sprint Gallery puts your entire collection at your fingertips and ready to share whenever you want.

How do I get The Sprint Gallery App on my phone?

Complete your Total Equipment Protection (TEP) or TEP Plus service by downloading the app from the Apple App Store or Google Play Store and registering it to fully protect your pictures and videos. Note: The Sprint Gallery App can only be used on compatible devices.

What devices are capable of using the Sprint Backup app?

Once enrolled in Total Equipment Protection (TEP) or TEP Plus, Sprint Gallery is available for all Android phones on software versions 4.0 and above and all iOS phones on 9.0 software versions and above.

How much storage does the Sprint Gallery app offer?
  • 5 GB storage comes free with the app download
  • Total Equipment Protection Plus customers receive 25 GB
  • Total Tech Expert customers receive 100 GB
How many photos/videos will 1 GB hold?

As a general rule, 1 GB can store up to 300 photos OR one 10-minute video. The exact number depends upon the size of each file.

How do I ensure my photos and videos are backed up?

Download and install the Sprint Gallery app. Once you complete the app setup, simply launch the app and it will automatically backup your photos and videos.

How do I tell if the pictures and videos are backed up or not?

If the picture or video is grayed-out, then it has not been backed up. Once the pictures shows full color, it is then secure in the Sprint Gallery cloud.

How do I backup the new photos and videos I add to my device?

Simply launch Sprint Gallery to initiate backup of any new content. Please note that backup only occurs when the Gallery app is running.

Will my photos and videos still be visible on my phone after I back them up?

Yes, backup does not remove your photos and videos from your device, it simply copies them to a secure location so you can retrieve them later should you ever need to. You can view all of your backed up images using the Gallery view of the app.

If I delete a photo or video from my device, will it stay in the Sprint Gallery cloud?

Yes, if you backed up the content before deleting it. You can restore it quickly and easily to your device at any time, too.

How do I restore my backed-up photos and videos to a new or the same device?

For a new device, simply download the Sprint Gallery app and register it using the same phone number and email you used to back up your content. To restore to the same device, launch the app and simply tap on the item you want to restore.

Can I share a photo or video directly from the app?

Yes, simply tap on the image in the app’s Gallery view and you will be offered a number of options for sharing (email, text, Facebook, etc).

How does the Sprint Gallery app help me increase my phone’s available storage?

When you use the app to back up your collection in the cloud, that content no longer takes up space on your phone-effectively increasing the available storage on your phone for more apps, music and even more photos and videos.

Tech Experts

Q: What are Tech Experts?

Conveniently speak with a live US based agent in seconds, all with one click. Unlike traditional support, you don't have to call multiple numbers, and won't have to wait or be bounced around to different people.

Q: How do I contact the Tech Expert group?

The Sprint Protect app gives you direct access to Tech Experts. Simply click on Support from your app's home screen, and then click Call Support. If you do not have the Sprint Protect app, and have Total Equipment Protection plus, you can also access Tech Experts by calling 1-800-584-3666.

Q: What do Tech Experts cover?

Tech Experts can help from basic questions like Email set-up, storing/ retrieving files, pairing a Bluetooth connection, to more advanced questions like connecting your home technology, 3rd Party App support and recommendations for your device

Q: What hours of operation can I reach a Tech Expert?

Monday through Friday from 6am – Midnight am CST and 8am – 10pm CST on Saturdays and Sundays.

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Tech Expert App

 
Q: How to start a Chat session with a Tech Expert?

To start chatting with a Tech Expert simply launch the Tech Expert chat and click the "Chat" button.
You can ask the Tech Expert anything you want - how to setup your email or how to follow Oprah Winfrey on Instagram!
In case Chat is not available, you'll receive the following message:


You can still use the "Call" feature to call the Tech Experts.

Q: Call Tech Expert (VOIP enabled)

To call our Tech Expert and get immediate assistance, simply launch the Tech Expert app and click "Call". You'll be automatically directed to the first available Tech Expert.

Q: Call Tech Expert (non-VOIP)

To call our Tech Experts and get immediate assistance, simply launch the Tech Expert app and click "Call". The phone's dialer will launch to call our Tech Experts for assistance.

Q: What's the "Others have asked" section? Can I view the answers to these questions?

For now, this section shows popular questions that our Tech Experts were asked by other people. Soon, you'll be able to view the answers to these questions offline at any time.

Q: How to disable App Notifications in iOS?

To disable notifications, please go to the iOS Settings page, scroll down and tap "Tech Expert" app, select "Notifications" then turn off the green "Allow Notifications" option. See screenshots below:


Q: How to disable App Notifications in android?

To disable notifications, please go to the phones Settings page, click "Apps" or "Application Manager", locate the Live Tech Expert App and untick the "Show notifications" option. See screenshots below:


Q: Supported devices - can I install the Tech Expert app on my device?

At this time, the Tech Expert app supports iOS 8+ and android version Android 4.4 (KitKat). Please note that you must have an active SIM installed in order to use the app.

Q: What happens when I get a new phone or a new number?

Simply install the Tech Expert app on your new phone and you're good to go.

Q: How to uninstall the Tech Expert app?

You can uninstall the Tech Expert app anytime just like you would any other app. To verify the app is installed go to the Google Play or iTunes App Store and check that you can install the application again (the button will say "install" and not "Open").

In android:
Go to Settings, Application Manager or Apps, Scroll down and locate the Tech Expert app. Select it and click "Uninstall".

In iOS:
Use Tap and Wiggle to uninstall Tech Expert: Tap and hold the Tech Expert app. Once the apps start to wiggle, tap the X to delete the application.

Q: How can I switch back to the {Carrier main application}?

To switch back to the {Carrier main application name} simply click on the app name at the top right corner of the application. The {Carrier main app name} will automatically launch.
To switch back to the Tech Expert app, click the Call Tech Expert button.

Q: What data will the Tech Expert app have access to?

The Tech Expert app only has access to technical stuff - like battery data, how much you are using our app, which apps are installed or have been uninstalled and the device's storage history (for example, 2GB of music and 350MB of photos, but no access to the actual photos or music files). This information helps us learn more about the device, so we can provide you personalized alerts and notifications specific to the device.

The app does not have access to any personal information, so you needn't worry about your personal info or files being transmitted over the internet.

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Total Tech Expert

Q: Why should I pay for Support?

Our highly skilled Tech Experts offer premier support which expands beyond basic troubleshooting. No long waits in store. No more manuals. Easy and all from the comfort of your home or office.

Q: Why choose Sprint's TTE over other services offered by different stores or brands?

Sprint's expert support is coming from the company you know and trust already, and it covers more than one type of product or one brand. It covers anything that is Wi-Fi connected in your household.

Q: How often can I call?

The $12 per account, per month, covers unlimited calls for everyone on the Sprint account.

Q: How long does a session last?

The session with a Tech Expert will last as long as needed.

Q: What kinds of calls do Total Tech Experts cover? (Could this be a scheduled session?)

Tech Experts offer support for any Wi-Fi connected device in your household. Connect to printers, organize photos, get more work done, learn new tricks.

Q: What kinds of devices?

Laptops, Phones, Tablets, SmartTVs, Smart security systems, AppleTVs, Rokus, Chromecasts, GoPro cameras, Bluetooth Speakers, Drones and more.

Q: For what reasons?

Get started, connect to devices, transfer content, migrate to a new OS, backup your stuff, discover new apps, and more.

Q: Can I call TTE without the Tech Expert app?

You can at 800-584-3666, but why would you if you have an Android or iOS device? Just tap the app to be connected in seconds.

Q: Does the Tech Expert app work on all devices?

Currently we only support Android and iOS devices.

Q: How does my account qualify for Total Tech Expert

It's easy, as long as one line on the account has Total Equipment Protection Plus the rest of the account can get expert support for just $12 a month.

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Sprint Protect

Q. What is the Sprint Protect App?

The Sprint Protect App offers all-in-one protection for your phone as part of the Total Equipment Protection Plus service.

  • Automatically backup and secure your data
  • Identify threats with built-in antivirus and privacy protection (Android-only)
  • Access monitoring and optimization tools to maximize your battery life and improve your phone's overall performance (Android only)
  • Remotely find your phone from the secure web portal using GPS or lock and erase a missing phone to protect personal information. (Lock is Android only)
  • Provide one-click direct access to a tech expert for premium support to address any smartphone issue, no matter how simple or complex.
Q. What's the difference between the Protection App and the Sprint Protect App?

The Protection App was the first version of the application which came as part of Total Equipment Protection. The new Sprint Protect App replaces the Protection App as of May 18, 2014. The new Sprint Protect App is available in the Android Market for Android devices and App store for iOS devices.

Q. If I already have the Protection App on my phone, do I have to download the new Sprint Protect app?

For existing Protection App customers on Android versions 4.0 and above, an update with the new Sprint Protect will be pushed to your device on May 18th. Existing Protection App customers not yet compatible for the Sprint Protect App, will be able to continue using the app until later notified.

Q. Do current customers who have the Protection App on their customers need to download the new Sprint Protect app?

Protection App customers on a compatible device (Android 4.0 and above) will receive an update to their phone, which migrates them to the new app. This update will be pushed as soon as Sprint loads the new app into Google Play. The next time the user opens up the app it will prompt them to re-register. For devices which are not compatible for the new app, customers will experience no change and will receive no communication.

Q. What devices are capable of using the Sprint Protect app?

Once enrolled in Total Equipment Protection, Sprint Protect is available for all Android phones on software versions 4.0 and above and all iOS phones on 7.0 software versions and above.

Q. How do I get The Sprint Protect App on my phone?

Complete your Total Equipment Protection Plus service, by downloading the app from the following marketplaces and registering it to fully protect your phone and data:

The Sprint Protect App can only be used on compatible devices. Technical limitations may prevent certain features from working on all devices.

Q: How can The Sprint Protect App protect the content on my phone?

The Sprint Protect App can be set to automatically backup your contacts, photos and videos wirelessly or over the Sprint network to the secure TEP web portal where you have 20GB of storage available via your TEP Plus service.

You can customize your backup settings, initiate a manual backup at any time from either your device or from the backup tab on the TEP Plus portal. If you get a new phone, you can transfer your data from the portal to the new phone, regardless of OS platform or device type in most cases.

Q: How does The Sprint Protect App secure both my phone and content?

The Sprint Protect App helps you make smart choices about what's on your phone and how you use it. It scans for malware and threats and guards your privacy by reporting on third party app access to your personal identity and data. If your phone falls into the wrong hands, you can lock it, and erase its contents, if needed.

Q: Will The Sprint Protect App guard my phone from viruses and malware?

The Sprint Protect App has a suite of security features for Android phones which help protect against malware, and third-party apps which may violate your privacy. Built-in antivirus scans apps, files, and media files of the phone and SD card. To use antivirus, enable scans in the app to automatically check for threats.

Depending on the type of threat, you will be given options to delete/uninstall the threat, or ignore the threat on this and all future scans.

*Some restrictions may apply based on OS version.

Q: How does The Sprint Protect App help protect my privacy?

TEP Plus has a privacy feature (App Assist) that gives Android users the ability to monitor how the apps downloaded to your phone affect your privacy and security.

App Assist analyzes a variety of metrics to provide a Device Access Score for each app installed on your phone. These metrics include potential risks such as access to your personal information and your location. App Assist displays a scoring bar that indicates whether an app has Low device access (few bars) or high device access (many bars).

By knowing which apps can access your personal information, messages, pictures or location, you can make more informed decisions on which apps you keep on your phone.

Q: How do I locate a lost phone with The Sprint Protect App?

Once you have downloaded and registered The Sprint Protect App to your phone, the Sprint Protect helps you locate a lost or stolen phone through the secure TEP portal.

If you think your phone is close by, you can find it by logging into the portal and sounding an alarm. As long as the device is powered on it will sound, even if it is set to silent or to vibrate.

To find a lost or stolen device on a map, click the Locate Device button from the portal. Your phone's location will be updated on the Location page of the site.

NOTE: Safety first. You should not attempt to retrieve or recover a stolen device or a device that is located in an unfamiliar or unsafe location. If you believe or suspect that your device has been stolen or if your device is located in an unfamiliar or unsafe location, you should contact your local law enforcement agency for assistance.

Q: How do I secure a lost or stolen phone?

You can protect your phone's contents even when it is not with you by remotely locking your Android phone from the TEP portal.

  • Click the Location tab at the top of the page
  • Click the Lock Phone button at the top of the page

When you find your phone you can unlock it by entering your password on the locked screen of your phone.

Q: How can I erase data from my device if I don't have access to it?

If your phone falls into the wrong hands and cannot be retrieved, you can remotely erase your data from the TEP Plus portal.

  • Click the location tab at the top of the page
  • Click the erase data button at the top of the page, which will lock the phone and erase the data

NOTE: The type of data that is erased varies by device type. Only data that was previously backed up can be restored.

Q. If I have replaced my phone or have a new phone and want to restore my content that is backed up to the portal, how can I do that?

To restore erased contacts, photos, and videos launch The Sprint Protect App on your new or found phone, complete the account setup and restore your content.

Q: My phone is always running out of battery. Can the Sprint Protect App help?

Monitoring and optimization tools help maximize your phone's battery and overall performance (speed and storage). Performance tips and a battery optimizer help you understand how to prevent your battery from draining quickly so you can stay connected longer.

  • Measures and ranks battery, memory and storage consumption for each app
  • Technicians can stop apps remotely (with the user's consent)
  • Users can stop apps manually to improve performance
Q: What if I have more complicated issues with my phone that need to be resolved?

Sprint customers have direct, one click access to Tech Experts through the click-to-call feature on The Sprint Protect App. Friendly and knowledgeable US-based technicians help troubleshoot customer problems, no matter how simple or complex, across platforms, devices, and services. No wait times, menus, or appointments needed, just click the contact button from the app to be routed directly to a Tech Expert.

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Sprint Protect to Sprint Gallery Transfer

Q: What is Sprint Gallery?

The Sprint Gallery app gives you a simple way to automatically back up the photos and videos you love. You can quickly free up storage on your phone for apps, music, photos, and videos. Sprint Gallery gives you lightning fast upload speeds and plenty of storage, so you always have your entire collection at your fingertips.

Q: Why are you discontinuing the Sprint Protect app?

We are discontinuing Sprint Protect because we created a new app, Sprint Gallery, that provides you with faster, automatic backups and better features. With Sprint Gallery, you can easily restore, view, and share your backed up photos and videos within the app. Reminder: Transfer your data now so you don’t lose anything.

Q: How do I transfer my data to Sprint Gallery?

Follow these steps to transfer your photos and videos to Sprint Gallery:

  1. Update your Sprint Protect app to the latest version.
  2. You will be prompted to transfer to Sprint Gallery. Tap Transfer Photos and Videos.
  3. Open the Sprint Gallery app. Next, sign in with your username and password or create a new account. If you create a new account or this is the first time you open Sprint Gallery, you will be required to review and agree to the Sprint Gallery app Terms of Service and Privacy Policy.
  4. Once you’re logged in, a data transfer will start in the background.
  5. You will receive a notification once your transfer is complete.
Q: What if I am not able to update my Sprint Protect app?

If you can’t update your Sprint Protect app, you will need to manually save and download your photos and videos ( see question 7).

Q: What happens if I don’t transfer my data?

If you don’t transfer your data or save it to your device, you will lose it when Sprint Protect is no longer available.

Q: Will you transfer all my backed up content?

We will only transfer your backed up photos and videos. You will need to save your backed up contacts to your device.

Q: Can I manually save my data without transferring it to Sprint Gallery?

You can manually save your data to your device or online via a website. Follow the steps below.
If you want to save to your device:

  1. Delete your Sprint Protect app.
  2. Reinstall it by downloading it from your app store.
  3. Log in with your username and password.
  4. Restore your data.
    • -Android users: it will automatically restore
    • -iOS users: tap Restore

If you want to save to your device via web browser:

  1. Go to https://protection.sprint.com/.
  2. Log in with your username and password.
  3. Click on your photo/video to download it on your device.
Q: Can I transfer only selected photos/videos?

It’s all or nothing. Once you transfer your photos and videos, you can manage selected photos and videos within Sprint Gallery.

Q: How long will it take to transfer my contents?

It can take up to 24-48 hours to transfer your photos and videos to Sprint Gallery.

Q: What if I don’t have Sprint Gallery already on my device?

If you don’t have Sprint Gallery on your device, you can create an account while you transfer. Later you can download Sprint Gallery from your app store and sign in with the username created during the transfer process. You will be required to review and agree to the Sprint Gallery app Terms of Service and Privacy Policy before you can transfer your photos and videos.

Q: How do I save or transfer my contacts?

If you want to save your contacts to your device:

  1. Delete your Sprint Protect app.
  2. Reinstall it by downloading it from your app store.
  3. Log in with your username and password.
  4. Restore your data.
    • -Android users: it will automatically restore
    • -iOS users: tap Restore

If you want to save to your device via web browser:

  1. Go to https://protection.sprint.com/.
  2. Log in with your username and password.
  3. Click on your photo/video to download it on your device.
Q: What if I don’t have enough space in my Sprint Gallery?

If you don’t have enough space in Sprint Gallery, you will need to delete content from Sprint Protect or Sprint Gallery to make more room. There may be limitations on the size of each video that can be backed up and secured.

Q: Will I incur any data charges if I transfer my content?

No, you will not incur any data charges when transferring content to Sprint Gallery.

Q: What if I miss the deadline to transfer my contents?

We don’t anticipate this happening, but if you miss the deadline, you will lose any content that was not transferred to Sprint Gallery. We will continually remind you to migrate to Sprint Gallery, but we recommend transferring immediately.

Q: Who can I talk to regarding any questions?

You can get in touch with us by calling 1-800-584-3666.

Q: Will I be able to use my old app after I transfer my contents to Sprint Gallery?

No, you will no longer be able to use Sprint Protect after you transfer to Sprint Gallery.

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