Frequently Asked Questions

Once you are registered for a reseller account, sign in and you will see on the left an option to" ADD FUNDS". You have 2 options here: Paypal which has a 3.5% paypal fee, the payment will be added instantly to your account. Alternatively you send the money using email money transfer (no fee), however it may take several hours before the money is added to your account.

Depending on your phone and provider the time to receive your code is from 1 minute to several days. The estimated delivery time is mentioned on the item description before purchase.

Usually Rooted Android phones will not accept unlock codes. You need to return your phone to stock in order to unlock it. There is no refunds (even with video) for rooted phones.

First you should check the troubleshooting steps. Samsung phones sometimes require extra steps (S2, S3, S4, note2). Motorola phones sometimes have difficulty accepting codes. Fortunately there is no limit to how many times you can try (for some motorola models only). For the Moto G it may take 20 tries before it goes through. Always update your OS and do a factory reset if the code is not working and try again. Some phones have a no refund policy as mentioned in the description. If this is not mentioned then send us a video and we will refund you.

It depends on the phone and model. Blackberry and Samsung gives you usually 10 incorrect tries. If you have the Samsung unfreeze code then you can use it when you are hardlocked. Some phones like Moto G have an unlimited amount of incorrect attempts.

PayPal charges us fees for every transaction and so we charge the same fees to our customers who want to pay via PayPal. If you want to reduce the PayPal fees, you can send the money using email money transfer instead.

No. Credits purchased on the site are non-refundable. We decided to make this policy so that only resellers who are serious about the business get better opportunity as it will encourage only resellers to get these better prices and not the retail customers who want to buy one or two codes.

If you have tried all the troubleshooting steps and your phone model is eligible for a refund (see conditions on service descriptions), then send us a video and upload it to youtube and email us the link. Video requirements: 1) Start the phone with an unsupported sim card so that it asks for an unlock code. Make sure we can see the phone starting (booting). 2) Enter the unlock code provided (make sure its clearly visible while you enter the each code) 3) Show us the errors that comes up after you submit the code. 4) Return to home screen. 5) Dial *#06# so we can see that IMEI number of the phone. Make sure its focused and still for few seconds so we can see it clearly. Or if IMEI is not visible by dialing *#06#, go to settings and show us the IMEI. *If your phone is not asking for an unlock code or you can't fulfill these requirements then you are not eligible for a refund. Always check before ordering!

The terms and conditions can be found on the home page, when you log out of your reseller account. You can see the terms and conditions here: http://www.herounlocker.com/page.php?id=10