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Refund and Warranty FAQs

Eligibility for Refund

When are the OTP products eligible for refund?

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  • 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.


Refund Request

How do I request a refund for my OTP credential?

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To request a refund, please contact Exostar Customer Support to open a refund request. If you are requesting a refund for an OTP Hardware Token, Exostar Customer Support will provide instructions for returning the token 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 has not been activated, and it is within the 15-day refund period, a refund will be provided for the amount of the purchase price of the token (excluding shipping).

Dead Battery

The battery died on my OTP Hardware Token. Can a new token be issued?

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You will need to purchase a new token if the token is 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 frequency of use. 

Warranty for OTP Hardware Tokens 

Is there a warranty for OTP Hardware Tokens?

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The warranty period for OTP Hardware is 45 days from the date of purchase. If we determine that your token failed to conform to the warranty, and you are within 45 days of purchase, we will send a replacement token to you at no cost. If Exostar determines that your token failed to conform to the warranty, but you are outside of the warranty period, you can purchase a replacement token at the original price.

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