Cart Empty Cart
Sign out

Please configure

Mobile leasing admin help and support

Find out how to manage your leased devices if you're a Modern Mobility administrator.

 

Understand your Modern Mobility bill 

Your monthly fees for your leased devices, mobile plans and service management subscriptions are charged in advance and appear on your monthly Spark invoice.

Pro-rata charges are applied to your mobile plans and service management fees only if they've been active for less than a month.

The monthly device leasing fee is charged whether the mobile connection or service management subscription is connected or not.

More help on Billing

Repairs and replacements

Request a repair

If a device is damaged, we may be able to repair it for you. If the device is out of warranty you may need to cover costs. To send the device for us to assess and repair, log a request from your self-service portal.

There are two ways to send a request via your Portal.

You can also complete this form. Go to Request a Device Repair form

From the Mobile tab in MySpark:    

  1. From the Service Request tab, hover over Create new request and choose Mobile.
  2. In the list, find Repair or Replace (Lease device) and select Add.
  3. Manually enter the leased device’s mobile number to display its details.
  4. In the Repair or Replace (Lease Device) window, the mobile number will be pre-populated, but this can be changed. You'll also be able to see the phone’s plan details.
  5. Select the Repair device option, and select Continue.
  6. The details of the device to be repaired will show.
  7. The device fees show the cost charged if the device isn't returned within 30 days. (This is determined by the remaining monthly installments and the device value).
  8. Choose your replacement device using the search filters.
  9. When you have selected a device, the border will turn blue.
    • If you need a new SIM, tick the box. It will be sent with the replacement device.
    • The Lease this device price and term match the selected device.
  10. Enter your delivery address. You can also save an address as favourite for future use by clicking the box and following the prompts.
  11. If your address can’t be found, select why can’t I find my address?
  12. If you still can’t find your address, check the can’t find address box and enter it manually.
  13. Enter the contact details for the person who will receive the phone.
  14. Enter the device allocation details for the person currently using the leased device.
    • 'Cost centre' and 'reference' are optional fields.
  15. Add any additional comments.
  16. Select submit.

If you need to submit another request, open the Create tab and repeat.

 

 

  1. Enter the mobile number into the search bar.
  2. In the Mobile connections page, select the '<' icon to display the number’s connection details.
  3. Scroll down to the SIM & Device details section.
  4. Under connected device, click Repair/Replace.
  5. In the Repair or Replace (Lease Device) window, the mobile number will be pre-populated but this can be changed. You'll also be able to see the phone’s plan details.
  6. Select the Repair device option, and click Continue.
  7. The details of the device to be repaired will show..
  8. The device fees will show the cost charged if the device isn't returned inside 30 days. (This is determined by the remaining monthly installments and the device value).
  9. Choose your replacement device using the search filters.
  10. When you have selected a device, the border will turn blue.
    • If you need a new SIM, tick the box. It will be sent with the replacement device.
    • The 'Lease this device' price and term will match the selected device.
  11. Enter your delivery address. You can also save an address as favourite for future use by clicking the box and following the prompts.
  12. If your address can’t be found, select Why can’t I find my address?
  13. If you still can’t find your address, check the Can’t find address box and enter it manually.
  14. Enter the contact details for the person who will receive the phone.
  15. Enter the device allocation details for the person currently using the leased device.
    • Cost centre and reference are optional fields.
  16. Add any additional comments.
  17. Submit the request.

If you need to submit another request, open the Create tab and repeat.

Request a replacement

If a device is lost or stolen, we can send you a replacement one. 

There are two ways to request a replacement device through your self-service portal.

You can also complete this form. Go to Request a Device Replacement form

From the Mobile tab in MySpark:    

  1. From the Service Request tab, hover over Create new request and choose Mobile.
  2. In the list, find Repair or Replace (Lease device) and select Add.
  3. Manually enter the leased device’s mobile number to display its details.
  4. In the Repair or Replace (Lease Device) window, the mobile number will be pre-populated but this can be changed. You'll also be able to see the phone’s plan details.
  5. Select the Repair device option, and select Continue.
  6. The details of the device to be repaired will show.
  7. The device fees show the cost charged if the device isn't returned within 30 days. (This is determined by the remaining monthly installments and the device value).
  8. Choose your replacement device using the search filters.
  9. When you have selected a device, the border will turn blue.
    • If you need a new SIM, tick the box. It will be sent with the replacement device.
    • The Lease this device price and term will match the selected device.
  10. Enter your delivery address. You can also save an address as favourite for future use by clicking the box and following the prompts.
  11. If your address can’t be found, select Why can’t I find my address?
  12. If you still can’t find your address, check the can’t find address box and enter it manually.
  13. Enter the contact details for the person who will receive the phone.
  14. Enter the device allocation details for the person currently using the leased device.
    • Cost centre and reference are optional fields.
  15. Add any additional comments.
  16. Submit the request.

If you need to submit another request, open the ‘Create’ tab and repeat.

 

 

  1. Enter the mobile number into the search bar.
  2. In the Mobile connections page, select the '<' icon to display the number’s connection details.
  3. Scroll down to the SIM & Device details section.
  4. Under connected device, click Repair/Replace.
  5. In the Repair or Replace (Lease Device) window, the mobile number will be pre-populated but this can be changed. You'll also be able to see the phone’s plan details.
  6. Select the Repair device option, and click Continue.
  7. The details of the device to be repaired will show.
  8. The device fees will show the cost charged if the device isn't returned inside 30 days. (This is determined by the remaining monthly installments and the device value).
  9. When you have selected a device, the border will turn blue.
    • If you need a new SIM, tick the box. It will be sent with the replacement device.
    • The 'Lease this device' price and term match the selected device.
  10. Enter your delivery address. You can also save an address as favourite for future use by clicking the box and following the prompts.
  11. If your address can’t be found, select Why can’t I find my address?
  12. If you still can’t find your address, check the Can’t find address box and enter it manually.
  13. Enter the contact details for the person who will receive the phone.
  14. Enter the device allocation details for the person currently using the leased device.
    • Cost centre and reference are optional fields.
  15. Add any additional comments.
  16. Submit the request.

If you need to submit another request, open the Create tab and repeat.

Devices and connections
 

From the Mobile tab in MySpark:

  1. Create a mobile order.
  2. Enter the Account Number you want to bill the new user to and Create order.
  3. Complete all the billing and user details and select continue.
  4. Select device or SIM.
  5. Choose your replacement device using the search filters.
  6. Once you have selected your device(s) choose your plan(s):
    • For mobile users, select voice and data.
    • For tablet users, select data only.
  7. Click on the > symbol if you need to add any restrtictions. Otherwise go to Add user details.
  8. You can either get a new number from Spark or keep an existing one.
  9. If you want to keep an existing number, you'll need:
    • If prepaid: The existing SIM number
    • If on a monthly account: The current phone number
  10. Select Add to order.
  11. Review your order and Submit.

 

To review your order after submitting

  1. Select the view order details.
  2. Enter the reference number in the Order ID field.

Alternatively, you can complete this form. Go to Request a New Connection form

If you need to order more than 10 devices or connections, please contact our Service Desk.

If a device model is end of supply, it won't be available for new leases in your portal. However, any models still available in your spare pool can still be re-assigned to your users.

If your current device model can no longer be leased, you can order a different one. To set it up as part of your available range, contact mobileleasing@spark.co.nz.

By logging a service request

  1. From the Service Request tab, hover over Create new request and choose Mobile.
  2. Select disconnect plan to open the service request.
  3. Enter the mobile number to disconnect.
    • It will display the user details and plan name.
  4. Select disconnection date and time.
    • Early termination fees may apply.
  5. Submit.

 

From Connection details page

  1. In the search bar, enter the mobile number you want to disconnect.
  2. This will take you to the mobile connection page, showing the mobile number entered. 
  3. Select the > icon to display the connection details for this number.
  4. In the new tab, scroll down and select disconnect number.
    • The mobile number, user name and plan will display.
  5. Select date and time.
  6. Submit.

Alternatively, you can complete this form. Go to Request a Disconnection form

  1. From the Service Request tab, hover over Create new request and choose Mobile.
  2. Select Disconnect plan to open the service request.
  3. Enter the mobile number to disconnect.
    • It will display the user details and devices.
  4. Enter the preferred date and time.
  5. Select buy out.
  6. Select continue.
  7. You'll need to confirm the device being bought out.
  8. The buyout fee and Terms and Conditions will be displayed.
  9. Submit.

Alternatively, you can complete this form. Go to Request a Disconnection form

Device refresh
 

At the end of your 24 or 30 month leasing term you can either buy the device(s) outright or refresh it, if you renew your leasing term.

If you choose to refresh, we will send you a new device for free. You then just need to return the old device to us in the supplied courier bag. How to return a device

We will contact you know when a device(s) can be refreshed, and work with you to choose the brand and model of the new device(s) you want to lease.

We will then work directly with the phone's user to refresh the device, or you can appoint a person from your organisation to manage the process.

If you change your mind after ordering, contact the Service Desk.

 

Return an old device

Once refreshed, you have 30 days to return the old device. We will send you a courier bag with return label to do this. How to return a device