Credits Issues
In this question and answer section, we tried to cover the most frequent problems with credits: issues with credit based operations, Octoplus Server Credits account, not successful Unlock / Read Codes operation.
Hope it will help you!
- ► Device not unlocked / codes not found
- ► Device doesn't accept codes
- ► User doesn`t follow software manuals
- ► User was charged twice...
1. Device was not Unlocked / Read Codes Not Found / Errors during operation (credits weren't charged)
Possible Reason
- New firmware / security version / device not supported / issues with drivers or cable.
Solution
- Create a new thread in the appropriate subforum with as much as possible detailed problem description including logs.
2. Device was not Unlocked / Read Codes Not Found / Errors during operation (credits charged)
Possible Reasons
- security area was damaged or modified;
- drivers or connection issue (cable problem, internet timeout);
- firmware version is too old or damaged (SW- modem part) after downgrade attempt.
Solution
- check that IMEI and SW version are correct, not Unknown or NULL / 000000000;
- repeat Unlock / Read Codes operation from the same Internet connection using the same account and same box or dongle;
- make sure that all drivers are installed correctly and devices can be detected via USB cable (check Device manager);
- if the above described options were not useful, please contact us
Note! We will ignore emails without logs, serial numbers, and account name.
3. Device doesn't accept codes
Possible Reason
- Firmware version is too old or damaged (SW- modem part) after downgrade attempt.
Solution
- Try reflashing the device with stock firmware, do Factory Data Reset, and repeat entering codes attempt.
- If it didn`t work, please contact us
Note! We will ignore emails without logs, serial numbers, and account name.
4. User doesn`t follow software manuals and instructions
If you ignored Software manuals or Software instructions / warnings, credits will not be refunded!
Always read Software manual by pressing "Help" or "Cable & Manual" buttons in the software before doing anything and strictly follow software instructions!
5. I was charged twice! What can I do?
Please don't worry if you were charged twice, credits will be refunded.
If your problem is not on this list, or you still need help, please contact us