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Getting Started FAQs

If you received a recent e-mail or text about an improved wireless experience and/or received a SIM kit in the mail, the devices listed on your kit are eligible to access the T-Mobile network. Once you swap your SIM card(s), you’ll be able to take full advantage of T-Mobile’s network, with more coverage in more places.

Your Sprint account will remain the same, with the same price, plan, and billing experience but now you can access the T-Mobile network as your primary network. You also get immediate access to network-level scam protection with Scam ID and Scam Block, along with free Caller ID, all of which you can activate in T-Mobile’s free Scam Shield app. Learn more here. You can follow the instructions included in the kit to change out your SIM card(s).

Yes, you should review these steps below before getting started:

  • Make sure to keep your device powered on while following these steps
  • Check out this link if you prefer video instructions
  • For the best experience, access Sprint.com/SIM from the phone you are swapping your SIM into. From there, you can check your progress.
  • Back up your voicemail if there are any messages you’d like to keep.
  • Have your companion device ready and nearby – if you have any connected smartwatches (i.e. Apple Watch, Galaxy Watch, etc.) they will automatically pair.

Android Users:

  1. Open the Sprint Visual Voicemail app
  2. Tap the menu button (three horizontal lines) in the upper left
  3. Check to see if Auto Export is enabled, If yes, you may exit
  4. If not, select ‘Auto Export’ from the bottom of the list
  5. Select ‘Enable Auto Export’ in the pop-up screen
  6. Exit the app 

Apple Users:

  1. Go to Phone > Voicemail
  2. Tap the message you’d like to save, then tap the share button
  3. There are three ways to save voicemails:

- Save them in the Notes or Voice Memos apps
- Send them as an attachment using Messages, Mail or Airdrop
- Save Visual Voicemail messages in the Files app

SIM Kit FAQs

Inserting the T-Mobile SIM into your device will allow you to connect to the T-Mobile network as your primary network, giving you access to a bigger and better network with more coverage and faster data speeds.

If you received a SIM kit in the mail, the device(s) listed on your kit has a SIM card(s)! If you haven’t changed one before, it’s ok - the instructions included in your SIM kit and the information on Sprint.com/SIM will guide you through the process.

The SIM kit will include SIM cards for each eligible device on your account, a SIM removal tool, and instructions to guide you through the process. Sprint.com/SIM has a complete set of instructions and a video to help you through the process.

Yes, the T-Mobile SIM card included in your kit includes three sizes - you’ll just need to punch out the one that fits your SIM tray. For more information, check out the video instructions we’ve posted on Sprint.com/SIM.

If you received an envelope with multiple SIM Kits in the mail, you can put any of the new SIMs into any of your eligible devices.

SIM kit is being sent to the primary address on your account. The kit has already shipped, so unfortunately, we are unable to accommodate an address change request.

If you need to update your primary address, visit MySprint.com anytime to manage account changes, including updating your mailing address for future correspondences from T-Mobile.  

Yes, our Chat agents are able to help send a new SIM Kit your way.

SIM Swap Process FAQ's

The SIM Kit instructions will guide you through the process. You can also view the video we’ve posted on Sprint.com/SIM.

  1. Access Sprint.com/SIM from the phone you are swapping your SIM into.
    • Back up your voicemail if there are any messages you’d like to keep.
    • Any connected smartwatches nearby will automatically pair.
  2. Insert the provided SIM tool to open and pop out the tray.
    Typically, iPhone users find theirs on the side, while Android users can find theirs up top.
  3. Replace the existing card with your new T-Mobile SIM card.
  4. From your phone, turn off Wi-Fi and tap the check progress button on Sprint.com/SIM.
    The activation process should only take a few minutes.

Yes, if your SIM kit referenced multiple devices from your account, you can repeat the SIM swap process for each device listed on the kit.

Once your new SIM card is inserted, the process should only take a few minutes. To check your progress, first turn off your device’s Wi-Fi, then visit Sprint.com/SIM from your device and tap the “Check Progress” button. When the page successfully loads and shows “Success”, you are connected! You will also receive the following text from T-Mobile confirming you are now connected to the network:

Success! Restart your phone to finish activation and see our bigger, better network in action.

If you see the message “We’ve Hit A Speed Bump” when checking your SIM swap progress at Sprint.com/SIM, please reinsert your original SIM card. Then, contact Customer Care via Chat, or call 1-888-211-4727 (or dial *2) for help.

After you’ve successfully completed the SIM Swap, you’ll need to follow a few final steps:

  1. Restart your device
  2. Learn more about your available T-Mobile apps like Scam Shield and T-Mobile Visual Voicemail.

*For some devices this may occur automatically.

Additional Support

Yes, if you’d prefer to swap your SIM at one of our stores, you can visit us anytime to get some help.  If there’s a certain date/time you want to visit the store, set up an appointment via the store locator for shorter wait times.

  • Enter your location and under the filter choose ‘Serves Sprint customers’.
  • Choose your store then click on Appointment.
  • Don’t forget to bring the SIM card(s) with you

Important – Account holder or authorized user must be present to access the account

If you have additional questions or concerns, feel free to: