Please see the order page where you placed your unlock request. This page will contain delivery timescales for your unlock code. If your order is still within these timescales then please refrain from contacting customer support as this will divert time away from dealing with your order, thus it will take longer for your code to reach you.

All of our unlock codes are issued via email, unfortunately some free email service block our emails as SPAM. Please ensure that you check your spam mailbox in full before contacting our customer support department as you will normally find the unlock code waiting for you there.

Local laws in different countries vary but in the UK it is 100% legal to unlock your handset whether your phone is under contract or not. Anyone can supply the code, it doesn't have to come from your network provider. Some people will have you believe that unlocking is illegal.
This is nonsense!

Yes, we can unlock handsets no matter where in the world you are because our service is done via email. Provided you give us the correct information at the time of your order (including the correct email address), we will supply your unlock codes without problem.

This guarantee comes into effect when unlock codes have been produced. These codes will be 100% correct provided that the information you supplied at the time of the order was also 100% correct. We don't guarantee that every phone will have unlock codes generated as this is simply not possible. If no codes are generated for your handset then we'll be able to refund your payment in conjunction with our refund policy.

All codes supplied by Mobile Unlocked are calculated solely on the information provided by the customer. In order for the codes not to work it would mean primarily that the information supplied at the time of your order was wrong. All orders are processed automatically and therefore no human intervention has taken place to alter the information provided by you. However sometimes it could be to do with the input of the codes into the handset so please ensure that you have followed the procedure correctly when inputting the code.
If you feel that the you provided the correct information at the time of your order and you have followed the instructions carefully, here are the next steps to take

For Blackberry handsets only

There is a method to clarifying the exact information you supplied matches that which is contained within the phone. Please follow the next steps and provide us with the information requested:

• It might be your phone has an unknown network ID.
• In order to calculate the correct code kindly use the data logger below (using your usb cable) and send the data output by email to us please.
• Please download the Data Logger software
  Instructions are included in the zip file.

If you have already supplied the information requested above, please follow the step for "All other handsets" below

For All other handsets

We'll need to see video evidence that the codes have not worked which should at the same time show that the handset information provided is correct. This details we need to see in the video are as follows:

• The handset IMEI (enter *#06#).
• Then show the handset being able to connect successfully to the home network (it's locked network as supplied by you) and then being unable to connect to an alternative network from the same country (e.g. if it is locked to O2 UK, show the handset being unable to connect to Orange UK).
• Once confirmed you will need to follow the instructions for your handset brand exactly to show the handset not accepting the codes we sent you.

All this needs to be in the same video and the image needs to have excellent clarity so we can see each step carefully. Once this is confirmed we have evidence to go to the code supplier to dispute them. Without this video we would be unable to obtain a refund and as such unable to refund you.

We need all this information to prove:

1. The handset is locked (not blocked).
2. The IMEI details and network locked to match the order description.
3. You have followed the instructions to the letter on the handset that the order was made for and have been unsuccessful.