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Your Account PIN and Security Question AnswerClose

To enhance account protection, Sprint requires you to secure your account with a 6- to 10-digit personal identification number (PIN).

You'll need your PIN or the answer to your security question to access your account online, or when calling Customer Service for assistance. This will better ensure that no one else can access your account without your authorization.

Tips for creating a secure PIN:
Choose a 6- to 10-digit number you can easily recall, but make sure it's not easy for someone else to guess. Avoid using parts of your phone number or a birth date for example.

For your protection, you can't create a PIN that contains:

Viewing, modifying or retrieving your PIN:
You can easily view and modify your PIN. If you forget your PIN, you can retrieve it in several ways:

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    Your ZIP Code is requested to ensure that service is available in your area. Please enter a ZIP Code for the primary area in which you will be using your no-contract device.

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    Best Buy Mobile Friends and Family

    Frequently Asked Questions

    Shopping for Phones + Plans

    Can I keep my current plan?

    For some carriers, yes. When shopping for a new device, select “Keep Existing Plan” (if available). Before any change is made to your account, our mobile specialists will review your order and contact you if your plan won’t transfer for any reason. You can then either cancel the order or choose a new plan.

    Can I keep my unlimited data plan?

    Depending on your carrier, you may be able to keep your unlimited data plan when purchasing a device. Learn more about AT&T unlimited data & Mobile Share plans or Verizon Wireless Share Everything plans.

    How can I find out if I'm eligible for a phone upgrade?

    Use our Upgrade Checker™ tool to see if you’re eligible for an upgrade.

    How do you activate my device, transfer my number, or make other changes to my account?

    As an authorized dealer, we offer the same plans and services as the carriers. We’ll work directly with your carrier of choice to process your application, activate your device, transfer your phone number, and make any other account changes as needed.

    How can I get contacts and files transferred from my old phone to my new phone?

    Best Buy and Best Buy Mobile specialty stores offer our exclusive Walk Out Working™ service with any smartphone or tablet purchase, which includes free setup and personalization of your device. Learn more about Walk Out Working™.

    How do I know if coverage is available in my area?

    Coverage areas vary by carrier. You can check out these carrier coverage maps to find out if coverage is available in your area.

    Can I keep my current SIM card or do I need a new one?

    SIM card requirements vary by device and by carrier. In most cases, if a new SIM card is required it will be included with your new device. SIM cards are included with all phones sold with a plan.

    Do you offer warranties?

    Most of the devices we sell come with a warranty that varies by product. You’ll be able to see warranty for specific products while you shop.

    Do you sell unlocked phones?

    Yes! Shop unlocked phones now.

    I currently receive a corporate discount on my plan. Can I keep my discount?

    If you’re staying with the same carrier, your discount should continue to work. If you’re switching carriers, you’ll need to contact your new carrier to set up your discount on your new account.

    I'm on a corporate-liable plan. Can I buy phones here?

    We don’t support corporate-liable purchases at this time.

    How do I sign up for a family plan?

    Just select one from Family/Shared Plans or choose a family/shared plan when you add a device to your cart.

    Can I add a line to my existing plan?

    Yes. However, you can only add one line per transaction. To add more lines, you must start a new transaction.

    My carrier is offering me an early upgrade. Can I apply that here?

    At this time, we can’t process partial or early upgrades. To find out if you’re eligible for a regular upgrade, use our Upgrade Checker™.

    Do these phones work with regional carriers?

    We don’t offer plans from regional carriers at this time, but you can buy an unlocked phone and use it with a regional carrier.

    Do you sell refurbished, used or open box phones?

    We do not offer refurbished, used or open box phones at this time.

    Why is there sometimes different pricing for new vs. existing customers?

    A variety of factors determine pricing, including manufacturer and carrier requirements.

    Do I need to pay a deposit?

    The wireless carrier you choose will determine whether or not a deposit is required.

    What forms of payment can I use?

    Best Buy Mobile Friends and Family accepts PayPal, the Best Buy®, My Best Buy™ and Reward Zone® credit cards, and all major credit cards (Visa, MasterCard, Discover, American Express and Diner’s Club). All charges will appear as "BEST BUY MOBILE" on your statement. We cannot accept Best Buy® gift cards at this time.

    Can I earn My Best Buy points and redeem My Best Buy certificates here?

    Best Buy Mobile Friends and Family is not affiliated with My Best Buy, so My Best Buy points can’t be redeemed or earned here.

    Can I buy a replacement phone?

    Yes, you can buy replacement phones.

    Is there a limit to how many phones I can buy?

    You can buy up to five phones per transaction.

    What is a pre-order?

    A pre-order is the option to order new devices online before their official release date and will be noted on products when available.

    How do I pre-order an item?

    Simply add it to your shopping cart like any other item. You will receive an e-mail confirming your order and providing you with a reference number.

    Please note: When purchasing pre-sale devices with a mobile plan, we are unable to process different products within the same order. If you intend to purchase additional devices within a mobile plan, you may only add more of the identical pre-sale item.

    When will I be charged for my pre-order?

    You will not be charged at the time you place your pre-order. Although a credit card is required, it will not be charged until your item ships.

    Will I be notified if the release date of my pre-order item changes?

    You will be notified by email if the release date changes for an item you’ve pre-ordered.

    Delivery Options

    Can I pick up my phone at a store?

    Yes! You can order online and pick it up the same day* with free Best Buy Store Pickup. Learn more about Best Buy Store Pickup.

    Can I have my phone delivered internationally?

    We currently ship only to the United States. We cannot ship mobile devices to international locations, P.O. Boxes, APO/FPO or U.S. Territories at this time.

    Is signature required for delivery?

    Sometimes. A signature is required for delivery of all devices. Orders that don’t contain a device, such as accessory-only orders, don’t require a signature.

    I haven't received a shipping confirmation email yet. When should I expect it?

    You should receive a shipping confirmation e-mail within 72 hours of ordering. If it has been more than 72 hours since you placed your order, call us at 1-888-229-1133, 6 a.m. to midnight CT, or email us at support@bbymsolutions.com.

    How do I track the status of my order?

    When your order ships, we will send you an email confirmation with a tracking number and link so that you can track your shipment.

    What is the difference between Store Pickup and Ship to Store?

    Store Pickup lets you buy online, avoid shipping charges, and pick up your order at a nearby Best Buy Mobile specialty store.

    If an item is not available for Store Pickup today but is available online, it can be shipped to a nearby store free of charge (Ship to Store) and will be available for pickup on the date shown. The process for ordering and picking up a Ship to Store item is the same as it is for regular Store Pickup.

    What is a Preferred Store?

    When selecting Store Pickup, you can designate a Preferred Store where you will pick up your item(s). Only one store may be designated as your Preferred Store at a time, but you can change this any time by clicking Set as Preferred Store next to another available store location.

    If I select Store Pickup or Ship to Store for my order, how will I know when my items are ready?

    In addition to an order confirmation email, we will notify you when your order is ready for Store Pickup. For Ship to Store items, we will notify you when your order is on its way to the store, along with the estimated date available for Store Pickup. You will also receive an email notification when your order is ready to be picked up.

    What’s the difference between a Best Buy store and a Best Buy Mobile specialty store?

    Best Buy Mobile specialty stores are typically located in shopping malls and offer an extensive selection of mobile products—including phones, tablets, laptops and MP3 players—as well as all related plans, services, and accessories.

    What should I bring to the store when picking up my order?

    You will need the following to pick up your store pickup items in store:

    • Your state-issued photo ID (such as a driver's license)
    • The credit card used for your purchase (if you used one)
    • Your order number (for faster pickup)
    • If you used a new Best Buy credit card that you have not yet received in the mail, bring your ID and order number and tell the associate that you have not yet received your card.

    For orders that include a mobile package, such as a device with a plan, the person named on the contract must also be present for store pickup.

    Can I have a friend or family member pick up my order instead?

    Only the person who placed the order and is named on the purchasing credit card may pick it up.

    Can I change my shipping or Store Pickup options?
    • To change your shipping or pickup options after you've placed an order, please contact us at 1-888-229-1133, 6 a.m. to midnight CT.
    • To switch from shipping to Store Pickup, call within one hour of placing your order.
    • To switch from Store Pickup to shipping, call any time.
    • To cancel your Store Pickup, please call 1-888-229-1133. Please have your credit card information and order number handy.
    How long will my Store Pickup order be held at the store?

    Your item(s) will be held at the designated pickup store for 8 days. For your security, if you do not pick up your order within 8 days, we'll cancel the order and issue a refund to your original form of payment.

    Returns + Exchanges

    What should I know when returning a mobile phone with plan?

    When returning a mobile phone or device with a plan, you are responsible for ensuring that your service is cancelled with the carrier. There are two ways to return your device and cancel your service:

    • Return the phone to a Best Buy or Best Buy Mobile specialty store. Be sure to tell the store associate you want to cancel your service.
    • Call Best Buy Mobile Solutions Customer Care at 1-888-229-1133 (6 a.m. to midnight CT) for instructions on returning the phone by mail. Be sure to tell the phone associate you want to cancel your service.
    What happens to my device and plan if I cancel my service or return the device?

    Please see Returns + Exchanges for more information on returning a device and deactivating service with your carrier.

    How can I verify or modify my order?
    • Order verification: Once you've placed your order, you’ll receive a confirmation email with your order details and a link to check your order status. Or you can call us at 1-888-229-1133, 6 a.m. to midnight CT.
    • Order modification: If your order has already shipped it cannot be modified. If it has not shipped, please call us at 1-888-229-1133, 6 a.m. to midnight CT.
    What do I do if I need to cancel my order?

    Please call us at 1-888-229-1133, 6 a.m. to midnight CT, and we’ll help you cancel your order, provided it hasn’t shipped yet.

    Trade In

    How Do I Find My Trade-In Value?

    Visit a store or find out online at BestBuy.com. Maximize your Trade-In value by including all parts and add-ons.

    How Do I Trade-In My Item(s)?

    Locate a participating store and bring in your product, or begin the Online Trade-In process at BestBuy.com.

    What Do I Get For My Trade-In?

    You'll get a Best Buy gift card for the value of your Trade-In. If your item has no Trade-In value, we can recycle it for you for free.

    Price Matching Policy

    What is the price matching policy for Best Buy Mobile Friends and Family?

    Best Buy Mobile Friends and Family does not match prices listed in Best Buy and Best Buy Mobile retailers, or the prices of our competitors. Similarly, Best Buy and Best Buy Mobile retailers do not match prices listed on Best Buy Mobile Friends and Family.

    We also do not match the current price of an item after your purchase if the price changes during the return and exchange period.

    General Questions

    Who can I contact with questions about my phone, plan or related issues?

    We’re happy to help with any questions. Please contact us at 1-888-229-1133 (6 a.m. to midnight CT).

    How do I set up service for my new phone?

    Your new phone will come with an Activation Guide that includes instructions on how to set up service.

    What sort of personal information do you collect? What do you use it for?

    While you’re shopping or taking advantage of our services, we may ask you to provide your personal information. We take great care in safeguarding your personal information and complying with all applicable federal and state privacy laws, internal standards and best practices. See our Privacy Policy for more information.

    Do Best Buy stores, Best Buy Mobile stores, or BestBuy.com match the prices on this site?

    At this time, the prices listed here are only available on this site at the time of purchase. We do not match the prices of Best Buy Stores, Best Buy Mobile Stores, BestBuy.com, or our competitors' prices.

    What is your backorder policy?

    If an item you’ve ordered is on backorder, we’ll e-mail you the estimated arrival time. You can choose to wait for the item or cancel it.

    If at the end of the estimated arrival time we provided you in the back order notice, the item is still on backorder, we will automatically cancel the item.

    We will not charge your credit card until the item is shipped. If you used PayPal, your PayPal account was charged at the time you placed the order.

    *When item is eligible for store pickup and order is placed by 3 p.m. CST with store pickup at participating Best Buy Mobile specialty store locations. Some orders require additional validation and may take longer to process. Items such as mobile phones with plans will take additional time to pick up in store. Please have your ID, credit card and order number when picking up your order.

    This site is owned and operated by Best Buy Mobile Solutions. Purchases of products and other business dealings and interactions on this website are made through Best Buy Mobile Solutions, and any subscription for services is from the identified carrier. Any submission of information you provide while on this site is governed by the Best Buy Mobile Solutions Privacy Policy. We offer exclusive deals and the best pricing available on mobile phones, devices, plans and accessories not available anywhere else.