Unlocking refunds

Occasionally, doctorSIM is unable to unlock a particular cell phone because an unlock code is not available in the system. As unlock codes are being added to the phone manufacturers' databases regularly, we recommend trying again in 15 business days.

We will issue you a full refund in the following cases:

The unlock code does not exist

If the unlock code for your phone is not available in the system at the time the request is submitted, doctorSIM will return your money.

Incorrect unlock code and/or instructions

Video proof will be required if the unlocking does not work. The customer must send an uncut video dialing *#06# to display the IMEI on the phone and typing the unlock code provided by doctorSIM. The video must be detailed enough to show the keys, display screen texts clearly and should show the phone at all times.

The video helps doctorSIM detect errors during the unlocking process

In these cases, doctorSIM will contact the customer via e-mail to resolve the issue. Otherwise, if the unlock code is incorrect, doctorSIM will request a second code free of charge or issue a refund.

Incorrect code - Samsung Galaxy models

To verify that the unlock code for a Samsung Galaxy didn't work, we require video proof of the customer following the unlocking instructions step by step.

First, dial *#06# on the phone's keypad to check the IMEI number corresponds to the information provided and then type the unlock code. If the code doesn't work, type the Defreeze Code followed by the first unlock code again.


doctorSIM will not issue refunds in the following cases:

The phone has been blacklisted by the original carrier

These phones will remain inoperable despite any attempt to unlock them. If you have found or bought a phone from a stranger, make sure it has not been blacklisted/reported (blocked) before requesting an unlock code. Find out if your phone has been blacklisted due to theft, loss or unpaid bill by either contacting the original carrier or with our free Blacklist Check.

Unlocking attempts exhausted

Some phones have limited unlocking attempts. Once exhausted, unlocking the phone via IMEI will not be possible unless the counter is reset. This reset is not always possible for some phones. We urge our customers to contact doctorSIM before exhausting unlocking attempts in an effort to find alternative solutions. doctorSIM will not issue refunds if the phone has exhausted its unlocking attempts but will attempt to help solve the problem.

Free/unlocked phones

doctorSIM cannot check whether a phone is already unlocked. We urge our customers to perform this check before making a request since doctorSIM will not refund requests if the phone was unlocked previously.

Making an unlocking request with incorrect information

Requests with wrong IMEI number, serial number, make, model, provider, e-mail address or service selected (Device Unlock, Premium, etc.) will not be refunded. Please check the details of your request before checkout.

Software and/or hardware modifications

Any sort of modification to the original software and/or hardware settings of the phone that might interfere with the functioning of the unlock code and/or instructions supplied by doctorSIM.


To cancel or modify an unlocking request through doctorSIM, send an e-mail to info@doctorsim.com from the same e-mail address you used to make the request and during the 10-minute grace period immediately after submitting the request.

If we have not received an e-mail asking to cancel or modify the request during the 10-minute window, the request will be processed automatically and cannot be canceled thereafter.