Help & Support
Find quick answers to common questions, or get in touch with our friendly support team.
Popular questions
Where can I find my IMEI number?
Dial *#06# on the phone, look in Settings (General › About on an iPhone, About phone on Android), or check the barcode sticker on the original box. Our Check your phone page shows all three with pictures.
What does “iCloud locked” mean?
It means the iPhone is tied to someone’s Apple ID through a feature called Activation Lock. After a reset it won’t set up until that Apple ID is entered or the link is removed. Our diagnosis tells you whether it’s on and what can be done.
What does “carrier locked” or “network locked” mean?
The phone has been set to work only with SIM cards from the network that sold it. Nothing is broken — it can be released so any SIM works. Our diagnosis tells you which network it’s tied to.
Will this work on my Android phone?
Yes. The check works for iPhones and Android phones, including Samsung, Google Pixel, Xiaomi, Motorola and most other makes. Some details vary by make, and your results always say clearly when something couldn’t be checked.
How long does the check take?
Usually a few minutes. Very occasionally the records services are slow, and a person finishes the check by hand — we email you as soon as it’s done either way.
What happens if my phone can’t be fixed?
We’ll tell you plainly and explain why — for example when a phone has been reported lost or stolen. We won’t offer you a fix that can’t work, and we’ll point you to the options you do have.
Is it safe to give you my IMEI?
Yes. An IMEI identifies the phone, not you. It can’t be used to see your messages, photos or accounts.
Do I need to send you my phone?
No. Everything is done using the IMEI, so your phone stays with you.
Is unlocking a phone legal?
Releasing a phone you own from a network lock, or recovering access to your own phone, is legal. We only help people who are entitled to use the phone, and we never help with phones reported lost or stolen.
How do I get a refund?
Our refund policy sets out exactly when you get your money back. If something has gone wrong, contact us and a person will look into it.