Frequently asked questions

Sprint offers a variety of programs such as our 4Net Safety initiative and Sprint Guardian that assist parents and guardians in keeping their family safe. More information can be found at Consumer Solutions.
 
The service does not allow parents to view the content of text messages sent to or received by their child. Rather, Sprint Mobile Controls allows parents to see with whom, when and how often their child is talking or texting. It also provides controls to allow texting features to be blocked or restricted by time of day (e.g., during school hours). The service enables parents to have the information that they need to monitor a child's text usage generally and to have meaningful conversations with their children.
Many Sprint products and services provide an open environment for others to create applications and offer services you might find useful or entertaining. When you choose to use a non-Sprint product or service, such as a third-party application or "app," you may be giving personal information to third parties outside of our control. If you use an "app" or "widget" or make an online purchase, you may be disclosing personal information directly to the company providing the service or facilitating the transaction. Likewise, if you create a profile in a game, social networking application or other application or service, if you post any information, or if you communicate directly with other users, any personal information you disclose through those activities may be available to third parties other than Sprint. You should review the privacy policies and terms of service of any non-Sprint product or service you choose to use.
 
Our mobile advertising program makes advertising more personalized and more relevant for customers — building on what your smartphone can do today and what it will do for you in the future. Today, when you use your Sprint-service wireless device, you may see ads displayed on websites and applications that you access with your device. Through the Sprint Mobile Advertising Program, we are now offering our customers the opportunity to receive mobile ads that are more relevant to their interests in place of the generic, random ads they would otherwise receive. At the heart of this program is our commitment to provide you with choice and control, so you must opt-in to this program in order to participate. Under this program, we only share certain de-identified information with advertisers seeking to reach a particular audience. This information is information we collect about your use of your wireless device in order to provide wireless service to you, such as mobile usage information and high-level location information (e.g., the cell tower serving your device) in combination with consumer information (e.g., user demographics and device type). For example, a local sporting goods store may want to advertise only to sports enthusiasts who live within 10 miles, and we might help help deliver that store's ad to your wireless device by sharing non-personalized information with the advertiser.
 
When serving mobile ads, Sprint never shares your personally identifiable information like your name or mobile telephone number with our ad partners. We personalize ads by creating an anonymous identifier that is associated with your mobile device (such as "2drdn43np2cMapen084lzpeQ8843ih"). This allows us to customize a profile of your interests in a manner that does not personally identify you. We may share this non-personalized information with our ad partners (such as "2drdn43np2cMapen084lzpeQ8843ih is a sports enthusiast"). This anonymous identifier is dynamic and changes periodically.
 
Mobile Usage Information is information we collect when you use our services. We never share Mobile Usage Information that identifies you personally. For this program, Mobile Usage Information includes:
  • Categories of websites visited when using our wireless service (e.g., sports sites, music sites)
  • High-level location information (e.g., location of the cell tower serving your device)
  • Applications and features used on our network, information about network traffic (e.g., number of users using particular category of applications, such as navigation applications)

 
Consumer Information is information about use of Sprint products and services (e.g., data and calling features, device type, and amount of use). We never share Consumer Information that identifies you personally.
 
No, we do not share outside of Sprint any information that identifies you personally for this program. Sprint's Mobile Advertising program offers customers access to more relevant advertising and information. The information customers choose to share is anonymous.
 
Absolutely. At the heart of this program is customer choice - you make the choice to share information and receive advertising more relevant to you or not. You must opt-in to Sprint's Mobile Advertising Program in order to participate. To learn how to opt in, view the Mobile Advertising program. Please note that if you elect not to participate in our Mobile Advertising Program, Sprint will not use, or allow its ad partners to use, information Sprint collects about the websites you visit or the applications you use to provide you wireless service in order to serve ads that are targeted to your interests. You are likely to continue to receive ads on your device, but those ads may not be as relevant to you as the tailored ads you would receive under the Mobile Advertising Program.
 
Currently, only consumer accounts are able to participate in the program. And only consumer accounts that use our CDMA network are included at this time. This includes basic mobile phones, Smartphones, tablets, mobile hotspots, USB modems and data cards. Sprint Phone Connect and Airave devices are not included in the program. At this time, Government, Corporate and Sprint Pre-paid accounts do not participate and information from these customers will not be used.
 
You'll see ads in the same places you see them today, such as websites you visit or on applications you access through your Sprint-service wireless device.
 
If you elect not to participate in our Mobile Advertising Program, Sprint will not use, or allow its ad partners to use, information Sprint collects about the websites you visit or the applications you use to provide you wireless service in order to serve ads that are targeted to your interests. But Web and smartphone advertising is an inherent part of smartphone and mobile life, and you likely will still see generic ads on your device. Further, depending on the applications you use on your smartphone, you are likely to see mobile ads - just not ads that are necessarily relevant to you. Sprint's Mobile Advertising program provides the opportunity to receive ads more relevant to you and your lifestyle.
 
Under our Reporting and Analytics Program, we combine mobile usage information and consumer information in a way that does not personally identify you to prepare business and marketing reports that we may share with others. We may also share location or usage information with other companies in a way that does not personally identify you or your location. We may produce or allow others to produce limited business and marketing reports with this data. Business and marketing reports contain information about groups or categories of Sprint customers. These reports do not identify you personally.
 
For example, we may aggregate customer information across a particular region and create a report showing that 10,000 Sprint subscribers from a given city visited a particular football stadium. Or another company could combine the data we provide with data provided by other wireless carriers to create a report showing how many mobile users were on or near a particular highway at rush hour.
The Wi-Fi networks you connect to with your Sprint device are third-party networks that are not provided by Sprint, and they can be subject to different terms of service or privacy policies. Your use of such networks is subject to any applicable terms of service or privacy policies.
 
Additionally, an unsecured, open Wi-Fi network may pose risks you should be aware of. Wi-Fi networks may allow third parties to collect data sent between your device and the Internet over the Wi-Fi connection. Therefore, you should be cautious when using Wi-Fi networks to access websites that may require you to input usernames or passwords, payment or financial information, or other sensitive or personally identifiable information.
 
Sprint suggests that you: (1) be aware of the type of Internet surfing you are doing and the Wi-Fi network you are connected to, and (2) avoid sending personally identifiable or other sensitive information over the Internet when using untrusted Wi-Fi networks.
 
Mobile Usage Information is information we collect to provide you wireless service. We never share Mobile Usage Information that identifies you personally. For this program, Mobile Usage Information may include:
  • Addresses of websites visited when using our wireless service
  • Categories of websites visited when using our wireless service (e.g., sports sites, music sites)
  • Precise location information
  • Applications and features used on our network, information about network traffic (e.g., number of users using particular category of applications, such as navigation applications)

 
Consumer Information is information about use of Sprint products and services (e.g., data and calling features, device type, and amount of use). We never share Consumer Information that identifies you personally.
 
No, these reports contain information about groups or categories of our customers and do not identify you personally.
 
Currently, only consumer accounts are able to participate in the program. And only consumer accounts that use our CDMA network are included at this time. This includes basic mobile phones, Smartphones, tablets, mobile hotspots, USB modems and data cards. Sprint Phone Connect and Airave devices are not included in the program. At this time, Government, Corporate and Sprint Pre-paid accounts do not participate and information from these customers will not be used.
 
The business and marketing reports may be used by third parties or advertisers to, for example, understand the demographics (e.g., age range or gender) of visitors to a particular point of interest (e.g., football stadium) or to understand traffic or usage patterns in a general area or among a particular demographic segment.
 
Absolutely. Staying true to our philosophy that the customer makes an informed decision, you have a choice about whether we include your information in these reports. If you don't want us to use your information for these reports shared with third parties, you can opt out anytime. To learn how to opt out, please view Sprint's Reporting and Analytics program .
 
Yes, the location information used for these reports is not tied to the LBS setting on your device. However, if you don't want us to use your information for these reports, you can opt out anytime. To learn how to opt out, please visit sprint.com/privacy.
 
Sprint may contact you about products and services on your wireless or wire line, residential or business phone numbers, or by email, wireless messaging, fax, automated voice messaging, or direct mail. Sprint offers some choices about marketing communications. If you are a customer and want to change your preferences for receiving certain marketing communications, you may call us at the customer service number shown on your bill or send an email to officeofprivacy@sprint.com. Please include the account holder's name and account number. If you are not a customer, you may call us using our contact information (www.sprint.com/contactus/) on our website or email us at officeofprivacy@sprint.com. While you may choose not to receive certain types of marketing information from us, you will continue to receive invoices, customer service-related notifications, technical or network-related notifications, or similar information. Learn more about Sprint's do-not-contact practices.
Sprint may collect information from your device when you use our services, including when your device is turned on, how your device is functioning, device signal strength, and other information for diagnostic purposes. Sprint may use diagnostic tools, including on-device aids for this purpose, to improve the quality of service and network performance for our customers. Additionally, Sprint products and services are sometimes offered in conjunction with other entities. These parties, such as your phone's manufacturer or the operating system manufacturer, may collect certain types of data for diagnostic purposes, subject to their own privacy notices.
To make wireless communications possible, wireless networks use the location of your device to deliver mobile services whenever your device is turned on.
 
Sprint offers unique features to our users, including a number of location-enabled services that you activate and use. To provide these services, the Sprint network must use the location information of your device to deliver your services. We also may use your location information to create "de-identified" or "aggregate" data from which your personally identifiable information has been removed or obscured.
 
Your Sprint service also may be personalized using another location identifier, such as your ZIP code. We use this information to serve you relevant content, and we treat the information like any other personal information under our Privacy Policy.
 
You should carefully review the terms and conditions and privacy policies of third-party application and service providers to understand their use of your location information. Only share your location information with those you trust. It is your responsibility to inform anyone who uses your wireless device — and all of the users of other wireless devices on your account — of location capabilities and the location-based services that are in use for those devices.
 
We maintain a variety of physical, electronic and procedural safeguards. These safeguards help protect your personal information from loss, misuse and unauthorized access, disclosure, alteration and destruction.
 
Privacy programs: Sprint has privacy programs in place to aid our compliance with all applicable privacy laws and regulations. These programs include internal policies and employee training focused on privacy compliance. Our corporate security, fraud, legal and customer care teams regularly evaluate existing safeguards to help protect confidential customer information.
 
Limited access to call detail information: Our policy is to allow access to CPNI only to those Sprint employees or agents with a "need to know." For example, customer service agents need to view this type of information in order to service accounts or answer billing questions.
 
Code of Conduct: Our Code of Conduct requires employees to take steps to help safeguard confidential customer information. Sprint management requires all employees to follow the Code of Conduct.
 
Privacy Policy: Sprint customers can access our Privacy Policy online. The policy sets out how we use and protect customer information.
 
No, Sprint does not publish our customers' wireless phone numbers without their explicit permission.
You should keep your username, personal identification number (PIN), password (which may include a shared secret) or other access information safe and confidential to protect against unauthorized access to your account information and services. We strongly encourage you (the account holder) to ensure the privacy of your account information by establishing a PIN for access to your account when you call us on the telephone or when you visit a retail store. You may also manage your account online by creating a username and a password for sprint.com. Your PIN, backup shared secret (in case you forget your PIN) and your sprint.com username and password are your authentication credentials. Learn more about your PIN or how Sprint protects your account.
 
Establishing and using authenticating credentials are actions you can and should take to protect yourself. When you elect to use authentication credentials, we will validate those credentials before we allow access to certain pieces of your account information. We treat the holder of your authenticating credentials as an authorized person on your account. Please do not share your authentication credentials with anyone whom you do not wish to access your account.
 
Sprint urges you to:
 
  • Regularly change your account PIN or online password.
  • Adopt passwords that are not commonly used or easily guessed. For example, customers are advised not to use birthdays, social security numbers, anniversaries, etc.
  • Passcode protect your voice mail account. By default, Sprint voice mail accounts require the use of a passcode to retrieve voice mails. Many wireless companies offer "skip passcode," a feature allowing a customer to access his or her voice mail without having to re-enter the password each time. Sprint strongly encourages customers to continue using that passcode rather than opting for the "skip passcode" feature. Although some customers find this to be a time-saving, convenient feature, we recommend that you password protect your voice mail account to maintain the highest level of security. For example, without a voice mail password, anyone with your device can access the connected voice mail account.
  • Contact the Sprint Customer Care department immediately if you believe your account has been accessed without authorization.
 
Caller ID "spoofing" is a technology that enables someone to make it seem as though they are calling from your telephone when they are not. The use of this technology for deceptive purposes is illegal.
 
In order to prevent unauthorized voice mail access from fraudulent activity such as caller ID spoofing, you should continue to use the voice mail passcode established when you set up your account. If you decide to skip using the voice mail passcode established when you set up your account, your voice mail messages can be vulnerable to unauthorized access with spoofing.
 
To change a voice mail passcode or adjust settings to re-enable the use of a passcode for retrieving messages, just access your voice mail and follow the prompts.
 
With online banking, credit card access, visual voice mail and other sensitive information on your device, there is now more reason than ever to secure your device. Sprint recommends that you protect your device by setting up a screen-lock pattern, PIN or password.
 
To lock your device and protect your personal data, access the security settings on your device and follow the prompts. If you bypass these simple security measures, your voice mail messages, email, text messages, contacts, calendar, pictures, etc., could be accessed by someone who gains possession of your phone or device.
 
There are many reasons why you might return your device to Sprint. For example, you may choose to recycle your device when you purchase a new device. Or, you may return your device (under applicable Sprint guidelines/rules) because you are exchanging it. Although in many instances there are processes to remove personal data from returned devices, you should always delete all personal data on your device before returning it. If you don't know how to remove the data, consult the instruction manual provided with the device or obtain information from the device's manufacturer.

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