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Wiping the phone number from your CDMA device (Carrier Reset)

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Last updated by Isabel M

A carrier reset is almost always necessary if you're activating a device that's had a different phone number on it before. This reset sends your device'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.

 

Before you start

In most cases, you'll need your device'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 device's settings in your Ting account online. If your device doesn't prompt you for an MSL when you're running this reset, don't worry--it just means that it's not needed.

 

Android Devices

  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 device to restart and go through the activation process

Certain Android devices (such as many HTC devices) 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 device to restart and go through the activation process

*Many LTE devices 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 Devices

  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 device to restart and go through the activation process

*Some LTE devices 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 Devices

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 device to restart and go through the activation process

*Some LTE devices 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 device 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.

 

Have more questions? Submit a request

Comments

  • Avatar
    randy rodriguez

    My MSL Ting gave me is incorrect

  • Avatar
    Karl Pietrzak

    For the Samsung Nexus S, use the "Galaxy Nexus" code /  instructions.

  • Avatar
    Brennan V

    Hi Randy, I responded to your question in your other forum post.

  • Avatar
    Cailin O'Hern

    Where do I find an MSL?

  • Avatar
    Cailin O'Hern

    ^ I can't delete/edit the one above this. I'm trying to activate a Sprint phone (Samsung Highnote) but nothing seems to be working.

  • Avatar
    Siham M

    Hi Calin,

    Thanks for calling in! Looks like you were able to complete the activation successfully so you should be all set.

  • Avatar
    Ryan Palmer

    This is, by far, the most useful post I have seen! I couldn't figure out why my refurb phone was not updating. I did this and it worked perfectly! Thank you!

  • Avatar
    Jost Diederichs

    I got my two refurbished Galaxy S2's today, competed the number porting, but both devices will not activate. 

    I tried the # #SCRTN# reset on both phones but the MSL codes I received in my activation email are both wrong. 

    I then used aLogCat from the Play Store to figure out the MSL codes and successfully performed the ##SCRTN# reset. 

    Still, the devices refuse to activate. One of them now also gives the error 131: invalid username/password for sprint data network. 

  • Avatar
    Samantha C

    Hey there Jost, Sorry to hear you are having trouble with activation. Keep an eye on your inbox I will be sending you an email so we can do some troubleshooting. 

  • Avatar
    Tim McMahon

    When I first activated, my phone number and MIN (whatever that is) were the same number.  I ported the number from my old phone and the MIN is still the original number.  Is that a problem and if it is, how do I fix it?

  • Avatar
    Brennan V

    Hi Tim, the MSID/MIN does not have to be the same. In fact, in the majority of cases with Ting, the MSID/MIN is slightly different than your MDN. I took a look at the MSID we have on file for you and found that it is different than your MDN.

    I've just sent you the instructions for a manual program.

  • Avatar
    Scott Trefz

    Hi, I cannot activate a used Galaxy S2 I just purchased.  I tried the Carrier Reset but the "Hands Free Activation" message doesn't come afterward.  Can you help me out?

  • Avatar
    Tim McMahon

    Thanks Brennan.  I never received the instructions for a manual program.

  • Avatar
    Tim McMahon

    Sorry about that Brennan.  I thought I'd get the instructions in an email, but I found it here.  I didn't notice the open requests link at the top of the page.

  • Avatar
    Siham M

    Hey Scott,

    Looks like you were able to get things sorted out with Andrew over the phone. If you're experiencing any further issues, feel free to give us a shout!

  • Avatar
    Emily Shih

    Hi, I'm trying to activate a refurbished Samsung Galaxy S2 with my newly ported number, but my phone keeps thinking it's roaming. I've brought my phone to several different locations (all in Washington DC, where I live) and it consistently thinks I'm roaming. I've had tech support walk me through the manual reboot, and nothing seems to work. When I type in the MLS code, it says 'Invalid Lock Code."  I had a second Samsung Galaxy S2 shipped to me, but it is doing the same thing. I think I stumped both of the support reps I spoke with. The guy I spoke with today said it might be because I ported a Seattle area code (where we used to live). Anyone had experience with this? It couldn't possibly be that Sprint does not have data coverage where I am. I'm fine with getting a new number. Thoughts? 

  • Avatar
    Brennan V

    Hi Emily, we are aware of your issue and it has nothing to do with your area code. We're investigating this as we speak and will be responding to you with a resolution shortly. Thanks for your patience.

  • Avatar
    David Wong

    Having the same issue with activating a  refurbished Samsung Galaxy S2 as Emily and Jost. When I entered the MLS code to do a carrier reset, it came back with "invalid lock code". My number was ported successfully, but I cannot get the phone to complete the activation. I worked with Jessica Downey at Ting Support this morning and she is sending out a replacement phone after our troubleshooting proved unsuccessful. Hopefully I have better luck with the replacement.

  • Avatar
    Henry Abey

    Hi David, you'll be in good hands with Jessica.

  • Avatar
    Jason Thurmond

    Hello, having the exact same problem as David Wong

  • Avatar
    Chi Nguyen

    Hi Jason,

    We've sent you an e-mail to resolve the problems you're having.

  • Avatar
    Noelle Devlin

    When I do this the phone tries to activate with Sprint. It automatically goes to hands free activation although I do not have an account with Sprint. Please help.

  • Avatar
    Henry Abey

    Hi Noelle, the "handsfree activation" is a normal part of the activation process since we're using the Sprint network. If this completes successfully for you, the phone should be working after a quick reboot.

  • Avatar
    Noelle Devlin

    Thank you Henry but it won't activate. It just asks me if I want to try again...

  • Avatar
    Noelle Devlin

    It says Network Error: Unable to  resolve host "deviceselfservice.sprint.com" No ad...

  • Avatar
    Siham M

    Hey Noelle,

    I have sent you a follow up email to further discuss this and hopefully get you all set up. Keep an eye out for an email shortly.

  • Avatar
    orlando gonzalez

    Hey im trying to activate my Samsung Nexus S but im having trouble with the directions for the reset ? Once i dial ##72786# do i press call or what ? should i press? Please if someone could help me out i would appreciate it 

  • Avatar
    orlando gonzalez

    Can someone please help me ?

  • Avatar
    orlando gonzalez

    nvm I got it Thanks anyways 

  • Avatar
    Siham M

    Hey Orlando,

    Glad to hear you got it working! For the future, I would suggest reaching out us via phone at 1 855 846 4389 if you are having activation issues and need immediate assistance. We may be a little swamped during the day and may not get to forum posts as quickly as we would like.

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