BUSINESS FLEX – FAQ

For Employees of Participating Business Flex Companies

How do you replace a SIM?

For instruction to replace the existing SIM card in your phone with the new T-Mobile SIM card, please click this link: https://www.mobilsense.com/wp-content/uploads/2021/12/SIM-Instructions.pdf

As an employee, do I have a personal account, or do I have a corporate account as part of this discounted plan?

• As an employee your Business Flex line is a part of a corporate program that allows them to take advantage of this discounted phone and plan service on a corporate T-Mobile billing plan.

• While on this program as an employee you do not have a personal account.

Do I get to keep my phone and plan if I am no longer a company employee?

• Yes, you can keep your phone.

• No, you cannot keep your discounted plan. You will need to transition to a personal T-Mobile account.

I have a phone I want to bring over that I’m still making lease payments on. Can I switch my phone number to this T-Mobile Business Flex discounted plan?

We recommend you call your previous service provider to confirm remainder payments or balances you have if you move your phone number to T-Mobile.

I am not a Sprint or T-Mobile user. How do I transfer my current phone number to this Business Flex corporate program?

You have the option to buy a new phone and port your number over or you may bring an existing phone to Business Flex service. BUT FIRST – Call your previous provider to capture important information (listed below) you will need to transfer your phone number.

1. Remaining lease payments or potential balance you may have if you move your phone number to T-Mobile
2. Pincode: Which is a numeric value and not the same as your account password.
3. Communicate with previous provider what to expect when porting/transferring phone number to T-Mobile

Option 1: Select Tile “Buy Phone and Port Number”

1. Enter Required Fields
– Current Mobile Number
– First and Last Name
– Current Carrier
– Pincode (numeric value – not your account password)
– Carrier Account Number
– Current Account Owner
– Current Billing Address
– Desired port date (on or after). This is not a guarantee and depends on accuracy of information entered above.
Select CONTINUE
2. Select phone model and color – (If available) from the dropdown list
Select CONTINUE to see summary cost and CONTINUE again to review total charges
3. Review and select “Checkout”
4. Enter email address
5. Enter Shipping address
6. Enter Payment Details
– Credit Card information – NOTE: The “Billing address is the same and shipping is already checked
7. Select “Pay” when completed
8. End user will receive confirmation email

Option 2: Select Tile: Have Phone – Need SIM – Port Number

If you have a phone already, you can check to make sure it is compatible to work on the T-Mobile network. Visit the site link (bring-your-own-phone) below to confirm compatibility:

1. Enter Required Fields
– Current Mobile Number
– First and Last Name
– Current Carrier
– Pincode (numeric value – not your account password)
– Carrier Account Number
– Current Account Owner
– Current Billing Address
– Current IEMI
– Desired port date (on or after). This is not a guarantee and depends on accuracy of information entered above.
Select CONTINUE
2. Review and select “Checkout”
3. Enter email address
4. Enter Shipping address for PIN
5. Enter Payment Details
– Credit Card information – NOTE: The “Billing address is the same and shipping is already checked
6. Select “Pay” when completed
7. End user will receive confirmation email

How do I check if my phone is compatible with T-Mobile?

• To check if your phone is compatible with T-Mobile, please click on this link:

https://www.t-mobile.com/resources/bring-your-own-phone

• 15 digits that tells you the make, model, and if it’s ready to use on our network. Most phones are compatible.  Dial *#06# to get your phone’s IMEI

Why do I see 2 line items when I order 1 plan?

if you ordered only 1 plan. You automatically see a 2nd charge because both covers the below:

• The first and last month payments for the Service will be paid in advance. Your credit card will be enrolled in auto-pay for the recurring monthly discounted plan and any associated charges that may be incurred
• Please refer to your Terms and Conditions for more details

How long do I have to open a personal T-Mobile account outside of this program once I’m no longer a company employee?

• 30 days after your last day.

• If phone number is not transitioned to a personal T-Mobile account within 30 days, your phone number will be cancelled off the current corporate program and you may lose your phone number.

What are the shipping charges for equipment?

$10.00 for Ground

What do I do if I want to cancel my order or get a refund?

• Click on the contact Support icon (human body upper right)

• Submit the below information:
– Full Name
– Email Address
– Amount of refund requested
– Indicate you intend to cancel

What do I do if I have a question about my phone or T-Mobile plan?

Please email: support@hyperionpartners.net

Does my phone come with insurance?

Not at this time. If you are interested, please reach out to support@hyperionpartners.net

If my device is locked, how do I get it unlocked?

If your phone is locked, you’ll have to have it unlocked by the original carrier. In some cases, the phone may have a finance agreement that needs to be paid off before the carrier will unlock it. It may also take a few days to unlock the device.

How do you replace a SIM?

For instruction to replace the existing SIM card in your phone with the new T-Mobile SIM card, please click this link: https://www.youtube.com/watch?v=2_EQFjUexI8

What is the return policy?

For qualifying issues/defects/malfunctions, Hyperion Partners will accept returns up to 30 days from the date the affected product is delivered to the customer.  Credit for the purchase price of the device will be issued provided the nature of defect or malfunction is validated upon receipt of returned devices at Hyperion Partners.  Please note that the device must be in good condition, contain all items that came with the device, as well as the original box.  Refund credit dependent upon condition of your return and all included parts. Any damage to a returned device deemed to be due to customer abuse or neglect may result in partial or full denial of credit and device will be returned to customer.

Necessary conditions for a device to qualify for return include:

I. Devices deemed to differ from the SKU/model/product configuration as sold

II. Devices deemed to differ from cosmetic or functional condition as sold

III. Devices must be returned in original packaging where possible, or in packaging suitable to reasonably prevent any damage or other deterioration in condition during return transit

Necessary conditions for a device to qualify for 30-day Buyers Remorse return include:

I. Devices must be returned in original packaging maintaining all seals where applicable

II. Devices must be returned in exact condition in which they were originally shipped to customer