Frequently Asked Questions – Sprint IP Relay

  1. Who can use Sprint IP products?

    Sprint IP products are designed for people who are Deaf, Hard-of-Hearing, DeafBlind or have a Speech Disability who wish to communicate with hearing callers from anywhere in the US or its territories using computer (web) or mobile devices.

  2. Is registration required?

    Yes, registration is required.  In order to comply with FCC requirements, identity verification must be completed before a 10-digit phone number can be assigned to an IP user.

  3. How do I get Sprint IP Relay services?

    There are two options to register for Sprint IP Relay.

  4. Visit mysprintrelay.com to complete registration and identity verification. Sprint Accessibility Care assists in completing registration and assigning a 10-digit phone number.

  5. Download a mobile app through the Google PlayStore or Apple AppStore by searching for “Sprint IP Relay”. A mobile user may be able to complete registration and identity verification through the app. Once identity verification is complete, a Sprint IP 10-digit phone number will be assigned.

Customers may also obtain registration information in an alternative readable format by sending an email to relayuserregistration@sprint.com.

  1. Can I place 911 call using Sprint IP products?

    Yes, you can. Although Sprint IP Relay can be used for emergency calling, such emergency calling may not function the same as traditional 911/E911 services. By using Sprint IP for emergency calling, you agree that Sprint is not responsible for any damages resulting from errors, defects, malfunctions, interruptions or failures in accessing or attempting to access emergency services through Sprint IP; whether caused by negligence of Sprint or otherwise.

  2. What equipment do I need to access Sprint IP Relay?

    A Sprint IP user needs the following:

    • Internet connection – Cable, DSL, Wi-Fi, Wireless network 3G/4G*, etc.*Data charges may apply.

    • Major Internet browser (i.e. Microsoft Internet Explorer, Firefox, Google Chrome, Safari) that are supported by the manufacturer.

    • Equipment - computer, laptop, tablet or mobile device (Android OS 4.0.3 or higher or iOS 9 or higher)

  3. What are the requirements to use Sprint IP Relay Mobile app?

    An IP user must have access to an Android OS 4.0.3 or higher or iOS 9 or higher device. Sprint IP Relay Mobile app is available on the following networks: 3G, 4G, WiFi.

  4. Do I need to download any files in order to use Sprint IP products and services?

    Depending on the mobile device, the Sprint IP Relay Mobile app requires a free app download from the Google PlayStore or Apple AppStore.

  5. Does Sprint’s IP Relay work with Braille displays and is it accessible to Deaf-Blind users?

    Yes, Sprint IP Relay works with Braille displays.  Sprint continues to work with the DeafBlind community to ensure that equipment/software is compatible with Sprint IP Relay. Please feel free to share your input on how Sprint can enhance the Deaf-Blind user experience by contacting relayuserregistration@sprint.com.

  6. Will I be able to save and print my conversation?

    Yes, the SprintIP.com (web application) includes the functionality to save and print conversations.  The Sprint IP Relay mobile applications allows IP users to email or copy a conversation from their mobile device.

  7. How do I receive calls from my hearing callers via the mobile app and/or computer?

    A Sprint IP user must have an assigned 10 digit number and be logged into the applications (sprintip.com or Sprint IP Relay app) to make or receive calls.  A hearing caller dials your Sprint IP 10-digit number and connects to a Relay agent to complete the call.  If you are not available, the Relay Agent will ask the hearing caller if they would like to leave a Text Mail message.  The Relay agent can send a message from the hearing caller to the Sprint IP user’s email address located in their profile.

  8. Do you offer Sprint IP in Spanish?

    Yes, we offer Spanish to Spanish services through SprintIP.com and the Sprint IP Relay Mobile app.  Translation services are not available.  The mobile app is also available in Spanish.

  9. Can a Sprint IP user customize preferences for future calls?

    Yes. Preferences may be stored, such as font size, font color, background color, language preferences by logging to SprintIP.com or on the mobile app to make changes to your preferences.

  10. Can I place an international call?

    No. Per FCC regulations, international calls are not allowed via Sprint IP products. International calls will either be blocked or terminated.

  11. I want to share my feedback, how can I do this?

    Sprint IP Relay welcomes your comments and feedback. Please email Sprint Accessibility Care at relayuserregistration@sprint.com.

  12. Why am I receiving a notification asking if I want to keep my Sprint IP Relay 10-digit number?

    Sprint understands that there may no longer be a need for using Sprint IP Relay.  If Sprint IP Relay is not used for a six-month period, you may receive a notification asking if you would like to keep your Sprint IP 10-digit number which requires your response.  By responding “Yes”, your number will be secured.  Please keep in mind that you will continue to receive notification if Sprint IP is not used.