How can we help you?

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Please note the automated device checking system is currently performing the necessary eligibility checks on your device for your unlock, these checks are essential and are required to be completed prior to the release of the unlock.

You will be sent a notification update shortly

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Please be assured that your unlock is processing and we are chasing completion. For up to date tracking information please login to order tracking through the website where all information regarding your order can be viewed

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Please note your device may or may not be connected to WiFi during your service process, either way this would not effect our remote online service, upon completion you will be sent direct instructions that will guide you.

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Please note your device may be on or off during your service process, either way this would not effect our remote online service, we will email you upon completion of the unlock.

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Please note a sim is not required in your device during your service process, either way this would not effect our remote online service, however please ensure to have a SIM available to activate in the device upon completion of your unlock. when completed you will be sent direct instructions that will guide you

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Please contact our support team to receive and order update using the below contact form - please ensure to provide your IMEI number.

Order Tracking

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We politely refer you to the terms and conditions agreed to and accepted at the point of purchase that clearly explained the unlock service.

Due to the device being instantly submitted to our automated systems for eligibility checks, we incur an instant cost which is non refundable to our business.

This is highlighted within the terms and conditions that you agreed to at the point of purchase.

Please note that the service has been booked and will still be provided for your submitted IMEI by our suppliers at full cost.

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As the unlocking process is automated there is a large amount of administration involved in changing orders, this is why we clearly state on the website that this information must be correctly provided or further steps and charges will be required.

As per our terms and conditions, it is up to the customer to ensure the correct input of the device information when purchasing. We are unable to provide a refund in these circumstances. Please refer to our refund policy point 5 accepted at the point of purchase for more information.

In order to complete the unlock please repurchase to replace your order under the correct imei number.

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We must highlight that we operate a fully automated service as presented to you at the point of purchase, we automatically book the service at full cost with our suppliers. Regarding your order that is processing we refer you to point 7 of the refund policy that was accepted at the point of purchase:

7. If your phone was already unlocked before you purchased an unlocking service, that will not be considered grounds for a refund. It is up to the customer to determine this prior to purchasing the unlock.

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'Did your device prompt you for an unlock code prior to ordering the unlock code service?'

We highlight the importance that the device must prompt for an unlock code at the point of purchase.

The code unlock service has been fully provided at full cost to our business by our suppliers.

Unfortunately, we cannot be held responsible for your decision to purchase our fully automated unlock code service for a device that wasn’t prompting you for an unlock code.

We also highlight the importance that the device must prompt for an unlock code at the point of purchase.

We must refer you to point 6 of the refund policy that you agreed to that clearly explained the importance that the device must prompt:

6. If an order is made with Mobile Unlocked and an unlock is sent to you; you the customer must provide us with video proof that the unlock has failed to unlock your device, the device is still locked and provide full details of the procedure you took. Only then will a refund be issued. This video must be provided within 5 days of receipt of the code. No refunds are given after this point regardless of video provided. If you are unlocking an android device, you must ensure that the device prompts for the unlock code before placing an order as per the instructions provided on the website, if your device is later found to not prompt for the unlock code we have provided a refund can not be provided.

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We are sorry for the delay with your unlock, sometimes our network unlocking servers can experience delays, we have chased your order and would expect the unlock to be completed imminently. We will email you with confirmation and instructions on completion. unfortunately, the unlocking server will experience down time when there is an overload of unlocks submitted internationally.

Please note that your contract with us that you acknowledged at the point of purchase is for 30 days, the majority of our unlocks are processed and released within 72 hrs, however network servers can experience delays from time to time which is why we set a standard 30 day maximum unlock period.

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We must politely first refer you to the refund policy that you agreed to at the point of purchase that clearly highlighted the service terms and conditions.

Please review the below policy for reference to your order:

Refund Policy

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There could be several reasons why your payment has failed. Some common reasons include:

1. Insufficient funds in your account.
2. An expired or invalid payment card.
3. Your payment card has been declined by your bank or financial institution.
4. A technical issue or error on the payment processing system.
5. The payment details you entered were incorrect or incomplete.

If your payment has failed, you should contact your bank to inquire about the reason for the failed payment and to explore your options for resolving the issue. You may need to provide additional information to approve the transaction or use a different payment method to complete the transaction.