Log warranty
What is covered when delivered credentials do not work or the package materially differs from the listing, and how to make a claim.
Delivered credentials should work and materially match the selected package. Eligible problems reported before first successful login and within 24 hours of dashboard delivery are covered as set out below.
What the warranty covers
Cover starts when credentials appear in your dashboard and ends at the earlier of your first successful login, your first change to the supplied credentials or recovery settings, or 24 hours after delivery. Inside that window, the following are covered:
- The log doesn’t open. Wrong credentials, a dead account, or a login that simply fails.
- An immediate checkpoint blocks entry. The supplied package does not include a stated method to complete it.
- The package materially differs. The country, age category, friend range, 2FA state, included email or another specifically listed feature is missing or different.
- A listed capability is already unavailable. This applies only where the product page expressly promised that capability at delivery.
Where cover stops
Once you successfully log in, change supplied credentials or recovery settings, or let 24 hours pass, the delivery warranty closes.
We are deliberately blunt about this because it is the single most common dispute in this market. What happens to an account after you start using it follows from how it gets used, and we have no visibility or control over that. Specifically, the following are not covered:
- Restrictions, suspensions or bans that occur after you have logged in
- Demonetisation, ad-account disablement or spend-limit changes
- Loss of access after you change the password or recovery details
- Action taken by a platform because it identified the account as transferred
- Anything arising from content you post or campaigns you run
How to claim
Open the order in your dashboard and contact support within 24 hours of delivery with the order reference, the first-login steps you followed and clear evidence of the error. Do not send your AcctVault password or one-time code.
Keep the delivered credentials unchanged while we investigate. We may compare your evidence with the delivery record and supplier response.
How covered claims are resolved
We first try to provide a replacement of the same specification. If that is unavailable, we may offer an equivalent package for your approval or restore the affected order amount to Store Balance. Cash refunds are handled only in the situations described in the refunds and Store Balance policy.
No delivery from the supplier
If the supplier API rejects or fails the order before credentials are delivered, this is not a warranty claim. The order hold is released to your Store Balance under the refunds policy.
Protecting your cover
Do not change the password, 2FA or recovery details until you have confirmed that the account opens and matches its listing. Follow package-specific login notes and, where a country is stated, use an appropriate connection for that country.
Follow the delivered login instructions. A sudden location or device change can trigger a platform security check, so use the selected country and any supplier-provided setup notes for the first login.