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Refund and Warranty FAQs

Are refunds available for OTP products?

    • Exostar Mobile ID:  Refund requests for Exostar Mobile ID subscriptions that have NOT been activated must be received within 30 days from the purchase date. Requests for refunds that are received later than 30 days from the purchase date or for licenses which have been used will NOT be accepted.
    • OTP Hardware Tokens:  Refunds for the purchase price of the token (excludes shipping) can be issued for OTP Hardware tokens for a period of 15 days from the date of purchase for tokens that have NOT been activated.
    • Phone OTP:  Refund requests for Phone-Based OTP subscriptions that have NOT been activated must be received within 30 days from the purchase date. Requests for refunds that are received later than 30 days from the purchase date or for licenses which have been used will NOT be accepted.


How do I request a refund for my OTP credential?

To request a refund, please contact Exostar Customer Support to open a refund request.  Exostar Customer Support will provide instructions for returning OTP Hardware Tokens to Exostar. Upon receipt, Exostar will determine whether the OTP token was activated and whether it can be returned to stock. If the OTP Hardware Token is valid, contains no errors, has not been activated and is within the 15 day refund period, a refund will be provided for the amount of the purchase price of the token (excludes shipping).


Is there a warranty for OTP Hardware Tokens?

The warranty period for OTP Hardware is 45 days from the date of purchase. Exostar warrants that your token will materially conform to the specifications furnished with your token. If Exostar determines that your token fails to conform to the warranty, a replacement token will be sent to you at no cost. If Exostar determines that your token fails to conform to the warranty but is outside the warranty period, a replacement token can be purchased at the original price.


The battery died on my OTP Hardware Token, can a new token be issued?

You are required to purchase a new token if it’s outside of the 45 day warranty period. Please note that the battery should last for a period of three to five years depending on the number of times you use your token.

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