Q: I just placed an order and have not received an email or order verification. Did you receive my order?

 

A: We are constantly working on the website to better enhance the service. There is no automated order confirmation setup at this time and we are working on having this addressed. Knowing this please keep in mind its 1 of me and over 4000 customers currently. 

 

Q: When & how will you deliver my pin?

 

A: We do ask as stated in our terms of use for at least 1 business day to process your order request. This time estimate is a worse case scenario as our turn around time is typically between 5 minutes to 2 hours. This time can vary for other reasons such as stock availability at time of purchase and the time at which your purchase was made. Also at any given time there is usually only one person processing. When we receive huge amounts of orders this can slow down processing. 

 

Q: I placed an order and have not received a pin or a verification email and it has been at least 4 hours. What is going on? 

 

A: Typically you should receive a verification email confirming we have received your order no more than 1 - 2 hours after your order is placed. Usually no later than one hour. If you have not received an email from us please check to see if you have received an email from PayPal indicating your payment is either on hold or under review. 

 

   When a payment is under review we do not receive an order alert and this keeps us in the dark. Do not hesitate to give us a nudge via our contact form or via our online chat support where we will attempt to locate your order. In most cases if you are a repeat customer we would process your order while this payment is being reviewed by PayPal.

 

Q: I made a payment an I want my pin now.

 

A: We process orders in the order they come in or in a certain sequence. this helps us track what pin was delivered to which customer. In some cases we may be doing pin verifications to ensure they are activated and working before sending them out. If you make a rush order LET US KNOW THE URGENCY OF THE SITUATION. We cannot access your account to see your service will be interrupted at midnitght. This helps in making the critical decision in issuing a refund or expediting your refill.

 

Service Questions

 

Q: I tried to contact you on the Live Chat support but I am not receiving a response. What is going on?

 

A: This is a strictly web-based business. It's web-based because we have other jobs outside of Pins n' Codes. Even though the business is setup to redirect to the person oncall, at times we maybe unavailable for reasons of trying to restock on pins, advertizing or out flying. I am a Flight Attendant and my wife and I just had a our second child so she can no longer keep up with the pace of the business. I'm also in the military and due to my job when I am on orders the turn around time is greatly extended. In most cases you will recieve an email with an expected turn around time. 

 

Q: I placed an order and have not received a refill pin. Can you give it to me over the chat? 

 

A: No. We avoid doing this as a means of preventing fraudulent purchases. In a given week we receive on average 3 unauthorized pin purchase transactions. If it is suspected that your transaction is fraudulent we attempt to verify your account by having you respond from your email registered with PayPal. If we do not receive a response your account but you continue to contact us via Chat your account is then reported to PayPal for possible misuse. 

 

Q: I need to purchase more than one refill. Can you I do so in one order?

 

A: We are currently working on this feature and we are slowly enabling it on our various products. This update should be complete within the coming weeks. 

 

Q: Do you offer any other carriers outside of what is listed? 

 

A: Yes. We have a host of carriers which are too many to list on our website but we are slowly adding them at customer's request. Some additional products not listed among a host of others are:

 

• Redpocket

• Ptell

• Lyca

• Spot Mobile

• Ultra 

To order any of these products or to inquire about the products we may have please contact us directly. 

 

Q: I have trouble using my service pin. What is going on?

 

A: We have started removing the dashes from the pins when we send them out. In the event your pin has dashes please remove them and try to add the refill again. Not every site takes the dashes. If this doesn't work please contact us to which we will see if the refill was purchased through our portal that links directly to the carrier or a supplier pin. We will contact tech support to see if the refill was activated and we will replace your refill. 

 

Q: Why do I have to provide my phone number?

 

A: Typically this is only done at your descretion. We do not collect any of your personal information for security reasons. This takes away liabilty for any mishaps if they do occur. For some of our products (Boost Mobile & Virgin Mobile) we tend to run our of pins and have to revert to what is called RTR or a direct refill. This is done through a company computer linked directly to the supplier who in this case is your cellular provider. This is the only reason your phone number would be required. If we run out of pins you will be notified of the situation and given the option for a refund or direct refill to be performed. 

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Unlocking Service

Q: How does the unlocking service work & how do I know my device is unlocked?

A: The unlocking service you choose will have details as to the turn around time (speed of Service) and the details you need to provide for that service. 90% of the service requires you to Provide an IMEI and a form of contact preferably email. This is how you are notified that your device has been unlocked and ready for activation. In some cases you will receive an unlock code (Samsung Devices Mostly) and this code is sent via email along with instructions on how to unlock your device utilizing the code. By placing another carrier sim into your device would indicate the device is unlocked and working. 

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Q: I paid for an unlock and the device is not working with my carrier sim. What do I do?

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A: It is important to note that paying for an unlock is not instant. It takes time (usually indicated with your purchase) and this time can also vary with delays in the system at times. For example an AT&T unlock typically takes 5 minutes with a clean IMEI but when there are outages at AT&T this service can take up to 2 days. Other unlocks like iCloud can take up to 14 days as its a LONG process. Even though the IMEI goes back to the factory for that type of unlock it does require them locating customer details in order to process the unlock. Also we are not the only company submitting unlock requests. Hundreds of other stores are also pushing their unlock requests as well. 

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Q: How do I unlock my device?

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A: Included in your confirmation email will be instructions on how to unlock your device. This is mostly applicable with devices that requires a code unlock. Apple devices and some Samsung devices its as easy as just inserting the new sim card. 

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Q: Why are your prices so cheap? It's almost too good to be true.

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A: One of our more common questions. This has to do with sources. Our sources are usually direct and not third party. Also we have been in the business for so long we have connections and professional partnerships which enables us to provide affordable pricing. Also the prices in the Caribbean and certain parts of the US are so outrageously high that when wholesalers such as Pins n' Codes come along we are deemed frauds for providing fair pricing. For example my brother who lives in Barbados was being charged $75 BDS to unlock a Samsung J1 and over $100 BDS to unlock a Sprint iphone 5S. I instructed him not to pay the price and charged him $11 for the J1 and $60 for the 5S. Both were unlocked with in 2 days. 

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Cell Phone/Mobile Phone F.A.Q

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Q: How are these devices so cheap and how are you able to include free shipping?

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A: We have been in this business a very long time. To put a time period on it since 1997. We have made professional alliances with distributors and re-sellers that give us the best pricing available. We mostly deal with grade A used devices which are even cheaper to acquire. Don't get it twisted. In the US as long as the box is opened the device is considered used. You were most likely directed by the photos you say on our Facebook page so you have seen the quality of phones we have in stock and t grabbed your interest. 

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As far as free shipping we have been shipping so many years and in such volume we have obtained huge discounts with out shipping providers. We can offer free shipping through out most of the Caribbean at this time. We are working to include places like Guyana and Suriname in our agreements. 

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