I'm not sure if I'm having the same issue as mpinex, but I just got my new phone in the mail. I've tried to activate/configure it several times now, and nothing works. Online it says "Something went wrong, try again later". In Carrier Hub on my phone it says "the device could not be validated. Please contact your service provider.". I got the orange/white envelope with the sim card and put that in before I tried configuring/activating everything. I'm trying to switch from my old device since it's broken to this new one. The sim card I have is not gray at all; it's white plastic around silver metal.
My online set up was fine, but my K51 will not connect to the network, so I have a phone that will not make calls. It tries and retries to activate and fails. Sim card is in, it is a white-ish card.
I had an awful experience over a day and a half of them trying to troubleshoot my phone, with no success. My SIM was white also and says Sprint. It got so they were asking me to try things we already tried. They will not replace the device as defective, only let you get a return authorization if you ask within 7 days of your order, not when you receive it They start the clock on returns before you even have the [hone! Save yourself the time!