Dealer Portal CDMA User Guide

Welcome to the Dealer Portal Under the “Bring Your Own Sprint Device” program customers will now know the freedom previously associated only with GSM handsets. Customers can now reuse their existing Sprint handset on REAL Mobile, saving them from the cost of a new handset. However, the program does operate a bit differently than our GSM based “BYOD” program.

This user manual will walk you through all the processes associated with our CDMA based “Bring Your Own Sprint Device” program.

We will be covering:

1. CDMA Handset Requirements 2. CDMA Minute Plans 3. Login 4. Dealer Portal Overview 5. POC Swaps 6. CDMA Activation Process 7. Top-Ups 8. Configuring Data/MMS Settings 9. Number Porting 10. Change Plan 11. Change Equipment 12. Reset DP User Password

CDMA Handset Requirements ........................................................................................................... 4 1. In order to be eligible the handset must meet the following criteria: ..................... 4 2. The following types of devices cannot be activated: ...................................................... 4 3. Sprint proprietary Apps will not work, such as: .............................................................. 4 4. Stolen Device Policy: ................................................................................................................... 4

CDMA Minute Plans................................................................................................................................ 4 Pay-as-you-Go – ............................................................................................................................. 4 Plan 1 - $30.00 – Talk, Text and 500mb High Speed LTE .............................................. 5

Plan 2 - $40.00 – Talk, Text and 1gb High Speed LTE, then unlimited data at slower speeds ................................................................................................................................ 5

Plan 3 - $55.00 – Talk, Text and 2gb High Speed LTE, then unlimited data at slower speeds ................................................................................................................................ 5

Plan 4 - $60.00 – Talk, Text and 3gb High Speed LTE, then unlimited data at slower speeds ................................................................................................................................ 5

Login ............................................................................................................................................................ 6

Dealer Portal Overview ........................................................................................................................ 7 New Home Screen .............................................................................................................................. 7 ‘Account’ Screen Legend.................................................................................................................. 8 ’Account Actions’ Icons .................................................................................................................... 9

CDMA POC Swaps ................................................................................................................................ 10 CDMA Activations ................................................................................................................................ 14 Top-Ups ................................................................................................................................................... 19 Configuring Data/MMS Settings..................................................................................................... 21 Update Profile ................................................................................................................................... 22 MMS Settings..................................................................................................................................... 24

Number Porting .................................................................................................................................... 26 Port In Worklist .................................................................................................................................... 31 Change Plan ............................................................................................................................................ 34 Voucher Detail ....................................................................................................................................... 36 Reset User Pwd ..................................................................................................................................... 38 Log Out ..................................................................................................................................................... 39

CDMA Handset Requirements 1. In order to be eligible the handset must meet the following criteria:

• • • • •

Handset cannot be active on Sprint Network. Handset cannot be under Contract with another carrier. Handset cannot be in a Stolen or Lost status. Handset may be either CDMA or LTE Wimax devices can be provisioned, but as CDMA.

2. The following types of devices cannot be activated:

o o o o o

Q-Chat Devices Virgin Mobile Devices 2G Devices Palm Devices RIM Devices

o Ready Link Devices o Quest Devices o Boost Mobile Devices o Power Source/IDEN/CDMA

3. Sprint proprietary Apps will not work, such as:

o My Account o Sprint Zone o Family Locator

o TeleNav GPS o Sprint TV/Radio/Music/Mobile o Sync/Mobile Wallet/Powerdeck

4. Stolen Device Policy: We are unable to contact Sprint or any other network on behalf of the customer to inquire or request additional information or removal of stolen status. The owner of the device must contact their previous network or seller of the phone to rectify the situation.

CDMA Minute Plans Pay-as-you-Go – $0.05 /minute or, $0.05 / text or, $0.05 / mb of data

Line is open for 360 days (when $20.00 applied); 120 days (when initial $10.00 applied) Plan 1 - $30.00 – Talk, Text and 500mb High Speed LTE

Plan 2 - $40.00 – Talk, Text and 1gb High Speed LTE, then unlimited data at slower speeds Plan 3 - $55.00 – Talk, Text and 2gb High Speed LTE, then unlimited data at slower speeds Plan 4 - $60.00 – Talk, Text and 3gb High Speed LTE, then unlimited data at slower speeds

Renewal Process is now in place for CDMA. Customers can refill/Topup anytime before expiration date, and the Topup amount will be applied directly to the main account balance. On the expiration date, the system will check the balance for the rateplan cost, and if sufficient, will renew the current plan for another cycle.

Expired Accounts

If an account expires, when the next Topup is made, as long as it is enough for the plan cost, the system will automatically renew the previous plan.

Login

To access the REAL Mobile dealer portal go to: https://myrealmobile.com go to> “Dealer Login” on the Main Menu

You will use the username and password assigned when you enrolled as a dealer.

Dealer Portal Overview New Home Screen

‘Account’ Screen Legend Account: porting) Status: Airtime Expiry Date: Activation Date: Refill Barred:

MobileNumber

Rate Plan: Market: Product: Service Removal Date: Temporary Block:

Balance: Current Main Balance ($)

ESN: Serial No of the Device (aka MEID) MSID: Mobile Switch ID (used for programming)

Rate Plan Expiry Date: Voice Balance: MMS Balance:

(Also

Account

Current Account Status Date any $ on account will expire. Date Account was activated. Not Applicable

No

for

Current Rate Plan Network Market The Brand for this Account Account Cancel Date Not Applicable

Account Password: Account Pwd (porting pwd)

MSL: Master Subsidy Lock (used to unlock phone) Equipment Type: Technology

Date this plan will expire. Minutes Remaining MMS Remaining

Active Addons: Additional services added to account

IDD Balance: N/A Message Balance: Text Remaining Data Balance: MB Remaining

Pending Plans: Plan for next cycle

’Account Actions’ Icons

All actions that can be taken on an existing account are found here.

If you hover your cursor over these icons, you will see their function. Refill/ Topup with PIN/RefillVoucher Change Equipment

Change Telephone NUMBER Change PLAN

This Note means that something has been changed on the account, or the Customer has called in during the past week:

CDMA POC Swaps Sprint has separate device databases for its retail network and resale network to protect the company from retail customers buying a

subsidized device and activating it elsewhere. The resale database is referred to as the PLBL database.

In order for us to activate an eligible CDMA device it must be converted from the retail database to the PLBL database. We are able to do this conversion through the dealer portal using the POC Swap Tool.

Step 1

Click on the Sprint POC Swap, under the ‘Actions’ tab. Screen shots below:

Step 2

Enter the device’s MEID or ESN and select which type of device it is. Then click “Submit”.

** Either the Hex or Decimal format of an MEID/ESN can be entered **

LTE Process- Extra Step Required! If the device type is LTE, and the SIM chip is NOT embedded, you need to enter the UICC/ICCID number on this screen. When you click on the ‘Removable SIM Card’ button, the ICCID field will open up, and you can enter it there.

Step 3

If the POC Swap was successful, you will see one of the screens below:

You will receive the “SUCCESS” message above. Within this message will be an Activation Code. This code will be required to activate the device. (For security reasons

the activation code in this example has been partially hidden)

** You must write down this code. It is required to activate the device. **

If the POC Swap was unsuccessful, you will receive one of the Error Messages below. To the right of the Error Message you will find a description and possible resolution to the error. Error Message

Description

I'm sorry, we are experiencing difficulties with this transaction, please try again later.

System Issues, please try again

This Device cannot be activated. Please check the ESN/MEID and try again.

I'm sorry, we are experiencing difficulties with this transaction, please try again later.

We are unable to locate this ESN/MEID. Please contact your Operations Account Manager to report this error.

The ESN/MEID you entered is not the correct format. Please verify and try again. "The ESN was not assigned to Sprint. While we can activate this ESN, we cannot guarantee that we will be able to provide the MSL code upon activation, which may prevent programming of the device, which is a requirement for service. If the device is not OTA capable, and you do not have the MSL, the phone will not work." This device has been reported stolen or lost, and cannot be activated.

This device has been reported Fraudulent, and cannot be activated. This device is currently active on Sprint's network, and cannot be activated with us.

This device is not authorized for service on the CDMA network, and cannot be activated.

Communication Error - Please contact your Operations Account Manager to report this error

Internal Error - Please contact your Operations Account Manager to report this error This device is currently active on Sprint's network, and cannot be activated with the REAL Mobile Program.

According to the ESN/Meid entered, this device cannot be activated, check entry and try again. System Issues, please try again

This issue may be able to be rectified. Turn Around time is 24 hours from submittal during business hours. Esn/MEID is not in correct format. Check for typos, etc.

Already in the PLBL database, we may not get the MSL back, and cannot guarantee that we will be able to activate the device and/or provide the MSL.

The device is flagged as being stolen or lost. Please have the customer contact the previous provider to resolve this issue. The device was flagged for fraud. Please have the customer contact the previous provider to resolve this issue. The device is currently flagged as being activated. Please have the customer contact the previous provider to have the service cancelled, and try again. This device is not on the whitelist, and we cannot activate it at this time. System issue, please contact your Ops Manager. System issue

The device is currently flagged as being activated. Please have the customer contact the previous provider to have the service cancelled, and try again.

CDMA Activations Step 1

Click on the “Actions” button and select ‘New Account”

Step 2

For “Market” select: US

Step 3

• Enter either the 7 Digit Activation Code you got on POC Swap. • Enter the Zip Code where the SIM will be used most. • Click Next. • Phone Type is populated with POC swap info (Sets important technology provisioning on network) • Select Phone OS • Select the Plan the customer wants. • [coming soon] Enter PIN for refill portion • Click Next.

Step 4

Step 4

Review order and click ‘Activate’

Step 5

When activation is complete, you will receive a Green confirmation screen, listing the Mobile Number (MDN).

Step 6 Write down the customer’s MDN, MSID and the MSL. The MSL Code will be used later to access the MDN and MMS settings.

MDN

MSL

MSID

Step 7

Refill the account. You MUST refill the account, to make the plan Active, and set the services. Even though you selected a plan, the services are not set until the Refill is applied.

1-Enter voucher/PIN number and Click ‘Next’

2- Click ‘Submit’

You will receive a confirmation screen, indicating that the refill was successful and the plan has been renewed (moved from Expired to Active plan).

Step 8 Program Device Most newer devices will get programming over the air (OTA), but you will also need to program MMS settings for Android. See “Configuring Data/MMS settings section” ** You must program Feature and Older Android phones with the exact MDN and MSID listed or the phone will not work. **

** The account status and expiration date may take up to 15 minutes to change from “expired”. Let the customer know there may be a short delay before the service starts. **

Top-Ups Step 1 Pull up the Customer’s account and Click on the Refill Icon

Step 2 Enter voucher/PIN number and Click ‘Next’

Step 3 Click ‘Submit’

You will receive a Green confirmation screen Step 3 IF it was Expired before you applied the PIN, you will see this type of green confirmation screen: ** The account status may take up to 15 minutes to change from “expired”. Let the customer know there may be a short delay before the service starts. **

Configuring Data/MMS Settings The network usually configures data settings automatically. If not, there are other manual processes you can use. See Update Profile below. Handsets must be manually configured for MMS to work. To configure the MMS, you will need the MSL code listed on the customer’s account.

Update Profile

ANDROID Phones LESS THAN 3 years old: Step 1- Programming Your Android: Possible menu flows: Settings -> About phone -> System Updates -> Update Profile -orSettings -> About Phone -> Update Profile Once you’ve selected to update the profile, all you need to do is wait until the update completes and then reboot your phone. If you have a problem completing the update, make sure that Wi-FI is turned off, and that you’re in an area with good coverage and a strong data signal.

iPhones - ALL Programming Your iPhone. The following final activation steps are intended for CDMA iPhone 4 or 4S devices running any iOS. 1. Connect to a Wi-Fi network 2. Restart your phone 3. Within 2-3 minutes the phone should start a Hands Free Activation on its own 4. When the activation completes, your phone is ready for use **If your phone does not activate, try the steps below, in order, and re-test your services. iPhone- Update ProfileOn your phone: 1. Connect to a Wi-Fi network 2. Tap the phone app 3. Dial # # 873283 # 4. Tap Call 5. Starting Service Update message will appear – tap OK • If update is successful Service Update Complete message will appear after about a minute – tap OK • If update is not successful, the “Service Update Fails” message will appear. Make sure you are connected to a Wi-Fi network and try again; if this happens again you may need to to run a factory reset. iPhone – FACTORY RESET DO NOT !! manually delete anything from your phone when you are logged into your iCloud account as that will also delete all that information from iCloud and all your other iCloud devices!!! To reset a phone to factory defaults 1. Tap the Settings app 2. Tap General 3. Tap Reset 4. Tap Erase All Content and Settings 5. Enter passcode (if applicable) 6. Tap Erase iPhone 7. Tap Erase iPhone

MMS Settings Step 1

Look up the customer’s Account

Step 2

Write down the customer’s MSL number.

MSL

** Remaining steps may vary slightly depending upon the device. **

Step 3

From the Main Menu of the handset select the phone dialer.

Step 4

Enter ##3282# and hit “send” to view the data options.

Step 5

Select MMSC

Step 6

Select Edit

Step 8

When prompted for the Service Code enter the MSL number

Step 9

At MMS Setting Menu, Select the MMSC URL and modify the URL to http://mms.plspictures.com . Select Ok.

Step 10

Select Home button to return to the Main Menu.

Number Porting ** You must port the number after completing the “POC Swap” but before the start the activation process. A number port cannot be done after the activation has been completed. **

Step 1

Do a POC swap to clear the device, and get your activation code.

Click on ‘Actions’, and Select ‘Initiate Port-In’

Step 2 Enter the following info:  Select Market  Product will prefill  Select Activation type (use SIM or Activation Code)  Enter Activation Code or SIM (depending on above ‘type’ choice)  Enter MDN  Enter all Customer Info Email address is important. Whatever email address you list here, will receive important notices during the port process, and finally a ‘Port Completed’ email will be sent.

Step 3  Select Phone Type (This will send APN setting link to the phone)  Select Rate Plan (this is the expired version, which will then move to active status once Refill is applied)  Click Next

Step 4

Review your entries, if correct, click ‘Submit Request’ or you can always click ‘Back’ to correct something.

Do Not Click anything while the gear is spinning.

Step 5 You will receive a Green confirmation screen, with your Port Request Number.

After 15 minutes, you can then check the status of your port by going to ‘Actions’, and selecting ‘Port-In Worklist’

Porting Tips MDN, SIM and Phone Port EligibilityInfo

The Number you are porting MUST be in an 'Active' status with your Customer's current carrier, aka OSP (Old Service Provider) or the port will not process.

Some numbers are not eligible for porting, and in these cases you will receive an ineligible error upon the port request submittal. In the event the Customer clears up the ineligible status, a new port request must be submitted.

If a new MDN is activated to the device, and the Dealer or customer realizes they really needed a port, a new, a dummy MEID will be necessary to complete the port, or we will need to cancel the new number that was activated in error. If a port is submitted, and the MEID entered for that port is activated while the port is in process, the port activation piece will fail, until a new MEID is provided for the port request.

Once a port is submitted, you cannot update any OSP info until the OSP responds. In a case where OSP info such as account or pwd is entered incorrectly, and you/the customer realizes it was entered incorrectly, you must wait for the OSP to send a Resolution Required (Info is incorrect, did not pass OSP validation). MEID will be checked for lost/stolen flag (blacklisted) upon activation to the network. If it comes back blacklisted, the port will fail.

OSP info

Please carefully review all of the information you are entering for a port. If any information does not match what the Customer's OSP has on record, the port validation will fail, and they will deny the port.

All Port IN field information is required. In the case of porting from a wireless carrier, the carriers typically validate on account number and password, but name and address is still required, although likely not used. A good rule of thumb is try and get the most accurate info, even though it may not be necessary information for the port validation process. Any Balance remaining on the Customer's account with their OSP will NOT carry over to your new Real Mobile account, even though it will be the same phone number.

Port IN check status

Port Status Description

If you have a contract with your old service provider, you may be responsible for an Early Cancellation Fee, or other fees, mandated by the contract. Please check with your old service provider before porting your number, if you are unsure of these terms. Distributors can see their dealers Port INs via the port worklist in the DP. Dealers can see their dealers and clerks Port INs the port worklist in the DP.

Distributor, Dealers can update any of their port INs that are in Resolution Required via the Port IN worklist. (Note only Resolution Required can be updated with new information). SUBMITTED='S' o Port has been submitted, and waiting for OSP response. 15-20 minutes after initial submittal, Real Mobile can check port worklist for an updated status. o No changes to port can be made to the port request in this status. DELAY='D' o OSP has not responded yet. CONFIRMED='C' o Port is complete. RESOLUTION='R o OSP Information given is not correct. Validate info with customer/have customer call OSP to get correct info. o Once updated info is received from customer, Dealer can update the port request via the DP port IN worklist. REJECTED='X' o Port has been rejected. If this response is received again, the number cannot be ported. CANCELED='N' o Port has been cancelled. o Carrier will cancel a stagnant port 30 days from last stagnant status. If this happens, a new port must be submitted. CONFLICT='T' o Contact Ztar Tier3 support DENIED='N' o Contact Ztar Tier3 support ERROR='E' o Port errored out, Contact Ztar Tier3 support. likely cause, SIM already used

Port In Worklist Step 1 Click on ‘Actions’, and Select ‘Port-In Worklist’

Step 2 Select Your Port by clicking on the row. Note: You can see the PRN (Port Request Number), the MDN (Phone Number), Status (See Porting Tips for Status details) , Last Update (Status Date).

This will bring up detailed info on the port.  If the port is in Resolution Required, this means the OSP (Old Service Provider) says the Account, Password, or other info is not correct. This is the only status where you can update the port info (correct the wrong info).  To see What info is wrong, just click in the Note field where it says Status Changed, and Text says “Request status updated to RESOLUTION REQUIRED: Reason…..”

To correct info on a Resolution Required port, just type over the current info, and Click ‘Update Request’

Once a Port is ‘CONFIRMED’, the mobile number can be pulled up in the Dealer Portal main screen, to see customer balances, etc..  If a Port goes to ‘Error’ or ‘Rejected’ status, you can also see notes on why that happened in that same notes section. If you think the issue is something that can be fixed by using a different SIM, or the issue has been resolved on the OSP, you can contact care at 800325-1960 for assistance with updating the port. Sometimes, you may have to Submit a new port for these statuses.

Change Plan Step 1 Pull up the Customer’s account and Click on the ‘Rate Plan’ Icon

Step 2 Select the Customers desired plan and Click ‘Next’. Step 3 Click on ‘Submit’

Step 4 You will receive a Green confirmation message, indicating that the plan change was successful.

Note, you may have to click Refresh to see the updated plan:

Possible Error Messages: If there is NOT enough balance on the account to cover the cost of the plan, you will receive this message:

Action to take: Refill account to bring balance to cover the cost of the plan.

Step 1

ESN POC SWAP

Voucher Detail Click on ‘Actions’, and Select ‘Voucher Detail’

Step 2 Enter PIN/Voucher Number Click ‘Search’

Step 3 The system will display the status and history on the PIN.

You can see:

 Value- What the PIN was worth  State - Current State (USED, AVAILABLE, VOIDED)  State Date- When the State was changed: When used, made avail, or voided.

If USED- MDN field shows the number the PIN was used on.

Reset User Pwd

Step 1- Select Actions Step 2- Select Change Password Step 3- Enter new pwd, and re-enter to confirm it. Step 4- Click Submit.

Log Out

Step 1- Select Actions Step 2- Select Logout