Refunds If an unlock code is not found for a particular phone, a refund will be processed within 24 hours after we learn that no code is available. All refunds can take around 7 days to appear in your account, depending on your bank / credit card company. If your phone was already unlocked before purchasing an unlock code or service, that will not be considered a reason for a refund. When an unlock code does not work and we confirm by email that we cannot find an alternative solution, you must claim a refund by providing video evidence as detailed below. This is to show that the information on the order form was correct and that the unlock process did not work. In some situations, the video may still allow us to help you unlock your phone. The video must be sent as an attachment or uploaded to Youtube as an unlisted video, with the link sent.