Direct Unlocks Reviews 

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m really sorry this has been frustrating.

A couple of key points from our terms that explain what likely happened:
- "It is not possible to cancel your order once it is paid for." (2.1)
- "If your handset doesn't ask for an unlock code prior to payment, then we will not be able to unlock the device but still incur submission costs and you will instead have to use a Remote USB unlock at additional cost." (7.4)
- And from the Refund Policy: "If your phone requires an upgrade (e.g., from Standard to Premium Service), any initial payments are non-refundable."

If your order shows as unlocked but your phone still won’t work, iPhones require you to follow the unlock steps: "connecting the phone to WiFi and turning the phone off and then on;" (8.1).

We can’t investigate or fix this without your IMEI and order reference. Please use the Live Support link on your tracking page and send us your IMEI/order number so we can escalate this to our technicians and sort it out for you. — Charlotte

Reply from Direct Unlocks

Jul 8, 2026

Hi — Charlotte here. I’m really sorry you felt misled — that’s not the experience we want.

To clarify from our Terms: "7.3 'Pre-orders' also referred to as 'Eligibility Checks' are not covered by our money back guarantee," and "2.1 It is not possible to cancel your order once it is paid for." Also note: "7.4 An Android device is only able to be unlocked via a code if the device asks for an unlock code when an incompatible sim card is placed in the device." These explain why the site runs an eligibility check first and why a second payment can sometimes be required.

I can’t look up your order without your IMEI (this is required). In the absence of that reference we can’t address your specific concerns — please either reply with your IMEI or use the Live Support link on your tracking page so we can investigate and try to make this right.

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m Charlotte. I’m really sorry this felt like being charged repeatedly.

Some services here are billed in stages: an eligibility/check fee first, then the unlock payment, and sometimes an upgrade (e.g. Remote USB or Premium) is required. As our Terms say, “The service... begins at the point payment has been received” and “It is not possible to cancel your order once it is paid for.” Also note “Pre-orders... are not covered by our money back guarantee.” (Terms & Refund Policy)

Refunds are only given in specific cases (e.g. incorrect code after working with our tech, Premium service failures, or incompatible Remote USB). Without your IMEI I can’t pull your order or explain exactly what each charge was for. Please use Live Support on your tracking page and supply the IMEI so we can investigate and straighten this out.

— Charlotte

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m really sorry this has been so frustrating. I can see your order (placed 16 May 2026) shows four payments totalling $479.97 (Eligibility Check $24.99, Standard $68 + $212.98, Premium $174) for an iPhone 14 Pro Max (AT&T USA). Your tracking notes: the Premium service was purchased but the network requires a higher tier — you can either pay the extra $284 to continue or take a credit note. Please initiate that payment or choose the credit note on your Tracking page.

Per our policies: "Criteria Not Met: If your phone requires an upgrade (e.g., from Standard to Premium Service), any initial payments are non-refundable." Also, "Credit Notes can be used against any sim unlocking service, and for any device - simply click 'Use Credit Note' on the checkout page when purchasing."

You’ve already been issued a credit note, so your choices are:
- Pay the $284 upgrade via your Tracking page to continue the unlock (please initiate payment there), or
- Use the credit note on a future service.

If you want, reply with your tracking ID and I’ll guide you step-by-step to make the payment or apply the credit note. — Charlotte

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m Charlotte. I’m really sorry this was such a frustrating experience.

To clarify what happened: our Terms state that “Standard Services which fail and which are not upgraded to Premium Service will be issued with a credit note only” (T&Cs, Section 7.8). However, for Samsung devices there is a different rule for Remote USB unlocks: “Remote USB Unlocks will be refunded back to your card if it is not possible to unlock your device” (T&Cs, Section 7.7) — and the Refund Policy also says “Remote USB Unlock: Refund is given if the service is incompatible or doesn't work. Remote USB Unlocks are only relevant to Samsung… phones.”

You haven’t supplied your IMEI — this is required to locate your order and confirm which service was used. In the absence of that reference we cannot resolve the specifics. Please use the Live Support link on your tracking page and provide your IMEI so we can review your order immediately and escalate this for you. I’ll keep an eye on it until it’s sorted.

Reply from Direct Unlocks

Jul 8, 2026

Hi — sorry you’ve had a frustrating experience. We can’t find your order because you haven’t supplied your IMEI — that’s required to locate and investigate your specific case. In the absence of any reference, we cannot address your concerns; please use the Live Support on your tracking page so we can resolve this quickly.

We do offer refunds in specific situations (for example: "Incorrect Unlocking Code: If, having worked with our technician to get the code to work, and we cannot get the code to work, you'll be refunded."), and "All of the products on our websites are covered by our 100% Money Back Guarantee." But refunds are subject to the terms. Send your IMEI via Live Support or reply here and I’ll investigate right away. — Charlotte

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m Charlotte. Sorry about the hassle — I can see your order status is Refunded Via Card and that your $54 (Standard) and $105 (Premium) payments were refunded; the $24.99 Eligibility Check remains charged.

Per our Refund Policy/Terms, “Eligibility Check: These checks are non-refundable.” and “Standard Services which fail and which are not upgraded to Premium Service will be issued with a credit note only” (Section 7.8). I can issue a $54 credit note and apply it to a new Premium submission for your iPhone 12 Pro Max (AT&T USA) and prioritise the job so we can get this finished quickly.

Please reply “Apply credit” and confirm the IMEI and the email on the order and I’ll get this started.

Reply from Direct Unlocks

Jul 8, 2026

Hi — Charlotte here, I’m really sorry you had a frustrating experience.

I can’t find your order without your IMEI — that’s required to locate and investigate your case. In the absence of any reference we can’t address specific concerns, so please use the Live Support in your tracking page and send your IMEI there so we can review it.

A couple of quick notes from our terms so you know why extra charges sometimes appear:
- "It is not possible to cancel your order once it is paid for." (Terms 2.1)
- "As stated... if your handset doesn't ask for an unlock code prior to payment, then we will not be able to unlock the device but still incur submission costs and you will instead have to use a Remote USB unlock at additional cost." (Terms 7.4)
- "Remote USB Unlocks are only relevant to Samsung, Motorola, LG and Huawei phones. Premium Services are only relevant to iPhones." (Refund Policy / Terms)

Give Live Support your IMEI and a short summary of what happened and I’ll personally follow up to get this sorted.

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m Charlotte. I’m really sorry you’ve had such a frustrating experience — that isn’t how we want customers to feel.

To investigate properly I need your IMEI or order number — without that reference we can’t find your order or verify any refund promises. Please either reply with your IMEI/order number or use the Live Support link on your tracking page so we can resolve this quickly.

A couple of helpful points from our terms:
- "It is not possible to cancel your order once it is paid for." (Terms 2.1)
- Timeframes "are given as a guideline, NOT a guarantee." (Terms 1.1)

We’ll look into the messages about a refund being offered for review removal and the blocking once you respond as soon as we have your IMEI/order details. Thank you for your patience — Charlotte

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m sorry this has been such a hassle. I want to help get this sorted quickly.

A couple of quick points from our paperwork that explain what you saw on your statement and why charges can happen up-front:
- "Your purchase will appear on your card statements as Direct Unlocks. Goods are sold in GBP, EUR, USD…" — that’s why your bank may have shown UK-related activity.
- Per our Terms: "It is not possible to cancel your order once it is paid for. Pre-orders, eligibility check, and unlocking costs are incurred immediately upon placing your order." And the Refund Policy notes: "Pre-orders... are not covered by our money back guarantee."

To actually investigate your unlock and the extra charge I need your IMEI and/or order reference. In the absence of any reference, we cannot address your specific concerns. Please use the Live Support on your tracking page and provide the IMEI/order number there so I can pull your order, check progress, and get this resolved.

If you’ve already cancelled your card with the bank, that was the right step for suspicious activity — please let us know once you’ve submitted the IMEI via Live Support and I’ll follow up.

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m Charlotte. I’m really sorry you’ve had a frustrating experience — I want to help sort this quickly.

To investigate I need your IMEI and order reference; without those we can’t find your order. Per our Terms: "2.1 It is not possible to cancel your order once it is paid for." Your purchase will appear on your card statements as "Direct Unlocks." We also keep your details secure: "12.1 We will always endeavour to take reasonable care to ensure that all of your personal details provided to us are stored securely..." and "12.5 You can ask for your details to be completely removed from our database at anytime."

Please reply here with your IMEI and order number or use the Live Support link on your tracking page so we can resolve this for you right away.

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m sorry you had that experience, I understand why you’re upset.

The $24 sounds like an eligibility check. As our terms state: "Eligibility Check: These checks are non-refundable." and "'Pre-orders' also referred to as 'Eligibility Checks' are not covered by our money back guarantee... If you decide not to proceed with the unlocking payment, we cannot refund the cost of the Eligibility Checks, as we have already performed the service." (Terms 7.3)

Also: "It is not possible to cancel your order once it is paid for." (2.1)

We don’t have your IMEI or order reference — without an IMEI we can’t look up your specific order. Please either post your IMEI/order number here or use the Live Support on your tracking page so we can investigate and help further.

Reply from Direct Unlocks

Jul 8, 2026

Hi — Charlotte here. Sorry you feel that way. Please know “All of the products on our websites are covered by our 100% Money Back Guarantee.” If there’s been an issue we want to investigate, but we don’t have your IMEI or order details — the IMEI is required to find your order and resolve anything specific.

Can you either reply with your IMEI (and order ref) or use the Live Support on your tracking page so we can sort this out quickly?

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m Charlotte. I’m really sorry you had such a frustrating experience.

I can see your order from Mar 7, 2026 for an iPhone 17 Pro Max (Bell Canada) and the status shows: "Unlock cancelled by client and full value credit note issued." You paid $24.99 (Eligibility Check), $60 (Standard), and $239 (Premium).

A couple of important points from our terms:
- "Eligibility Check: These checks are non-refundable."
- "Credit Notes can be used against any sim unlocking service... simply click 'Use Credit Note' on the checkout page when purchasing." (Terms 7.10)

If you’d like, I can re-open your case and assign a senior technician to attempt the Bell Canada unlock using your issued credit note, and I’ll give you daily progress updates. Reply “Re-attempt” and I’ll get this started right away.

Reply from Direct Unlocks

Jul 8, 2026

Hi — I’m really sorry to hear about your mother and how stressful this is.

I can see your order (placed May 2, 2026) shows one payment of $24.99 for the Eligibility Check and it’s now awaiting the unlocking payment of $54.00. The Eligibility Check is a separate, non‑refundable service we perform first to confirm network/lock status. As our policy states: “Eligibility Check: These checks are non-refundable.” and “'Pre-orders' also referred to as 'Eligibility Checks' are not covered by our money back guarantee... If you decide not to proceed with the unlocking payment, we cannot refund the cost of the Eligibility Checks, as we have already performed the service.”

All unlocks do include a network check as part of the process, but the initial Eligibility Check is charged up‑front and the actual unlock requires the additional $54 payment. To proceed, please initiate the unlocking payment via your Tracking page. If you’d like, I can walk you through where to pay — tell me and I’ll help.

— Charlotte