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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!

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