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Troubleshooting FAq

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One of my students lost their device PIN number. How can it be retrieved? 

There are numerous ways that a PIN can be retrieved. If the PIN cannot be retrieved, you will need to deactivate the student account and create a new one. Please note that the PIN is available on the Device Management Portal for 30 days following the account activation.

PIN Retrieval Options

1Million Project online account Students can log into their 1Million Project online account at https://myaccount.prepaid.sprint.com/ and change both their password and PIN.  If the district administrator also has this information, they can do the same.

The answer to the student’s secret question and PIN is needed to access the account. The PIN will be systematically reset if these are unknown.

A new PIN can only be communicated via SMS (text message) to a smartphone device. If the student has a tablet or hotspot, an SMS cannot be sent. If the district has placed a text block on smartphones, this will prevent the SMS from being sent to the smartphone. If the PIN cannot be retrieved, you will need to deactivate the student account and create a new one.

Calling Care

The student or the district administrator can also call Care if the PIN is forgotten.  The student Care number is 844-309-1680 and the District Care number is 844-689-3934. Note that callers are asked to enter their PIN into the automated Care system. When the PIN is not entered, you will ultimately be routed to a care agent. 

Care will validate the account by asking the name on the account and the security question and password. Care will then reset the PIN by sending an SMS (text message) to the smartphone.

NOTE: Care cannot verbally communicate the existing or newly reset PIN. A new PIN can only be communicated via SMS (text message) to a smartphone device. If the student has a tablet or hotspot, SMS cannot be sent.  If the district has placed a text block on smartphones, this will prevent the SMS from being sent to the smartphone. If the PIN cannot be retrieved, you will need to deactivate the student account and create a new one.

A student has lost their SIM card. How can this be replaced?

Replacement SIM cards are not available for 1Million Project devices.  A new device would need to be swapped out for the existing device.  This new device can come from either the district’s remaining lost and stolen stock or, the student can purchase a replacement device online from their 1Million Project account. The student can also call into Care to determine if the device is covered under warranty. 

A warranty replacement device was shipped for one of my students. How do I return the defective device?

A return pouch affixed with a prepaid shipping label will be included with the replacement device.  Please place the defective device into the pouch and drop into a mailbox. If the defective device is not received within 60 days, the student’s account will automatically be suspended. Once the device is received, the account suspension will be removed.

I have spotty network coverage in my school.  Can the 1Million Project help with this?

Yes. Please contact your Implementation Lead to discuss the possibility of receiving a free network booster for your participating 1Million Project district and/or school location(s). 

Can I send a student to a Sprint Store for a replacement wireless device?

No. Replacement devices for the 1Million Project can ONLY be purchased via the student’s online account.  The student can access their online account at https://myaccount.prepaid.sprint.com/ and must have their PIN and phone number ready. Wireless devices purchased through another website or store location will not work. Remember, you MUST first place the student’s account in suspended status via the Device Management Portal. If this is not done, the student will be unable to view the devices available for purchase through their online account.

How can we purchase accessories and replacement batteries?

Accessories or replacement batteries can be purchased at any retail store or online location. There are also a very select number of accessories for certain 1Million Project devices available for student purchase through their online account at https://myaccount.prepaid.sprint.com/.

What do I do with all these damaged devices from swap-outs?

Warranty - If you or the student has had a warranty replacement device shipped, a return pouch will be included with that replacement device.  Simply place the damaged device in the return pouch and drop in the mailbox. 

Replaced through your 10% additional inventory – If you have swapped damaged devices with the additional warranty provided to you by the 1Million Project and would like to return a bulk shipment, please contact your Implementation Lead for details.

What if a student needs a replacement device?

Please http://www.1millionproject.org/school-resources and navigate to the Training Materials section and see Lost or Stolen Device Process. If this is a warranty issue, see Device Warranty Process.

What can the student do on their online account? 

Below are the limited functions that can be managed by the student through their online account:

Add or update their email address
Reset their voicemail password if they have a smartphone 
Add funds to their account
Purchase a replacement device
Purchase additional high-speed data
View their monthly data usage

What support is available for any law enforcement emergencies such as helping to locate a runaway?

Sprint provides a toll free number for law enforcement emergencies that is answered 24 x 7, 365 days a year.  If needed, please contact 800-877-7330, Option #1.