When a sale is stuck
IMEI problems, blocked steps, cancelling a sale and customers who say they paid.
- A sale is stuck or says Needs helpTap Refresh sale or Refresh status once. If nothing changes, or the app says Needs help, STOP or ask a manager: do…Support checks and decides
- Check the IMEI and model before you submitDial *#06# on the phone to see IMEI 1 and IMEI 2. Compare them with the label on the box, and check the model and…Step by step · Answered here
- The IMEI or model does not match, or the phone is not acceptedStop the sale and do not try another IMEI. Send support a photo of the *#06# screen, the box label and the screen…Support decides
- Cancel a saleBefore the phone is switched on, tap Cancel phone registration on the sale; the phone stays unavailable until…Support checks and decides
- A customer says they paid but the phone is still lockedAsk the customer to turn on data or Wi-Fi and restart the phone, then wait a few minutes. Check the payment SMS…Answered here · support can check the sale