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  • There is already an account on the phone number, 2FA

Frequently Asked Questions and Solutions

There is already an account on the phone number, 2FA

We are very sorry that you are faced with such a situation.

Please note that According to clause 11 of the website Rules, there is, unfortunately, no refund for blocking and using of Olx which accept SMS. We recommend changing the country of issue or operator if there is a problem.

In other cases, to get refund for the order, you need to:

  1. Write the order number or phone number;
  2. IT IS OBLIGATORY to attach a screenshot showing the registration process or, if you have entered the account successfully, send the account activity history, orders in account with the date earlier your purchase of number;
We do not make more than three refunds per day!

On one screenshot from the service of activation please fix registration process with the following information so that we can determine that the problem arose with this particular number:

  • Phone number;
  • Registration time;
  • Confirmation code from SMS;
  • Notification showing that phone number is already in use. IF e-mail has already been added to the account - dates of changes to the account;
If you received multiple codes, we will need you to provide screenshots or a video of each code being used.

If you use the app and pages with data about number, account activity and order history are different, please send a video to capture all the data. If you got a 2FA-protected TELEGRAM account, we can make you a refund only in case you provide a video proving the issue. The video should contain all of the above-mentioned details as well as the 2FA password notification. We do not provide refunds for numbers purchased via API.

Special cases you can find p. 11 rules https://5sim.net/rules

Full information you can also find in FAQ https://5sim.freshdesk.com/support/home

If you used the account for your own purposes, refund will not be carried out for the number.

Do you still need help?

It seems you need some additional help that we can't provide in this wizard. Please send a request to the support service and we will respond as soon as possible.

Important rules - help us to support you:

  • Your request should comply with the selected category, otherwise it will be closed without an answer;
  • Any request related to payment should contain information in text format, and not just images: payment method, amount, currency, transaction id, transaction hash, destination address, transaction link, etc;
  • Any request related to the refund for the order should contain redundant information for making a decision;

If you are a 5SIM user, be sure to use the same email address as your account.