A carrier reset is almost always necessary if you're activating a CDMA phone that's had a different phone number on it before. This reset sends your phone's new information to the network so that you can get service. It can also be useful to run this reset if you're having trouble getting voice, text or data on your CDMA phone. Don't worry - this step only wipes the old phone number from your phone; it will not wipe any personal photos, videos, contact info or other files from your phone.

You cannot run a carrier reset on GSM phones.

Before you start

In some cases, you'll need your phone's unique Master Subsidy Lock code (MSL) so it's good to have that handy before you start. You can find the MSL in the Detail section of your phone's settings in your Ting account online. If your phone doesn't prompt you for an MSL when you're running this reset, don't worry—it just means that it's not needed.

We strongly suggest ensuring your active device is not on the list of obsolete Sprint devices

If a carrier reset, profile, or PRL update are performed on an already active phone on the list it will be unable to activate and will need to be replaced. New activations will not be possible unless the phone can be manually programmed.

The only solution is to manually program the phone if possible (data usage is not possible with activations via manual programming) or to obtain a new device. Please contact support for help troubleshooting or activating with these devices.

Android

  1. Disable Wi-Fi and enable data if needed*
  2. Go to the dial pad or phone app
  3. Enter # # 72786 # - do not tap the call icon or try to connect
  4. When prompted, enter your MSL
  5. Confirm the reset
  6. Allow the phone to restart and go through the activation process

Certain Android phones (such as many HTC phones) have slightly different steps to do the same thing:

  1. Disable Wi-Fi and enable data if needed*
  2. Go to the dial pad or phone app
  3. Enter # # 72786 # - do not tap the call icon or try to connect
  4. Press the menu button or tap the menu icon on the top right-hand corner
  5. Select Reset
  6. Enter your MSL
  7. Allow the phone to restart and go through the activation process

*Many LTE phones can perform a carrier reset over a Wi-Fi connection, but if it doesn't work for you, then go ahead and follow step one before trying your carrier reset again.

Google Nexus

  1. Disable Wi-Fi and enable data if needed*
  2. Go to the phone app
  3. Enter *# *# 72786 #* #* -  do not tap the call icon or try to connect
  4. Enter your MSL
  5. Confirm the reset
  6. Allow the phone to restart and go through the activation process

*Some LTE phones can perform a carrier reset over a Wi-Fi connection, but if it doesn't work for you, then go ahead and follow step one before trying your carrier reset again.

iOS

These directions are for the iPhone 5 and later. The iPhone 4 and 4s do not have a "Reset Subscriber Settings" option.

  1. Connect to Wi-Fi or data
  2. Go to the phone app
  3. Enter # # 25327 #
  4. Tap Call
  5. When the "Reset Subscriber Settings" message appears, tap OK
  6. Wait 5-10 seconds for the word "Searching" to appear in the top left-hand corner
  7. When the phone shows signal dots again, it's ready to use

Windows phones

  1. Disable Wi-Fi and enable data if needed*
  2. Go to the dial pad or phone app
  3. Enter # # 72786 # -  do not tap the call icon or try to connect
  4. When the Service Tools menu appears, tap SCRTN
  5. Tap OK
  6. Allow the phone to restart and go through the activation process

*Some LTE phone can perform a carrier reset over a Wi-Fi connection, but if it doesn't work for you, then go ahead and follow step one above before trying your carrier reset again.

Feature phones

Not all feature or non-smartphones have a carrier reset option. If your feature phone doesn't respond to the steps # # 72786 # code, get in touch so we can help you out.

  1. Go to the dial pad
  2. Enter # # 72786 # - do not tap the call icon or try to connect
  3. When prompted, enter your MSL
  4. Confirm the reset
  5. Allow the phone to restart and go through the activation process

If you have any other questions about activating your phone over the network, and PRL & profile updates, you can find more info here

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