Frequently Asked Questions:

Autograph:

What is a Virtual Autograph Signing?: 

A virtual autograph signing is a one on one video chat with your favorite voice actor/actress over a live stream. We’re making it easier way to interact with them, rather than waiting for hours in a long line at a convention. You can now meet them through Face Time from the comfort of your home year round.

How does the Autograph Signing work?

You purchase an autograph from our page unlockedofficial.com; afterwards download the Unlocked app from Google Play or the IOS app store. On the date the actor/actress has their autograph session they will appear live on ‘Main Stage’ on the app. Click on their icon, and you’ll be brought into their stream. Tap the bouncing key on the bottom and once the stream ends we will mail out your autograph. If you have any other questions about how an autograph signing works, please email support@unlockedofficia.com. 

I purchased an autograph and now what? It’s my first time doing this:

If you haven’t already please download the Unlocked app from the app store or Google Play.On the date the actor/actress has their autograph session they will appear live on ‘Main Stage’ on the app. Click on their icon, and you’ll be brought into their stream. Tap the bouncing key on the bottom and once the stream ends we will mail out your autograph. Please allow the app permission to use your device's microphone and camera.  If you have any other questions about how an autograph signing works, please email support@unlockedofficia.com. 

Do I have to buy an autograph, or can I just do the Face Time?: 

You can absolutely join in for the Face Time only option! When you go on the actor’s page to book your slot, please select “Face Time only” from the drop down menu. We look forward to seeing you on the stream! 

Could I buy an Unlocked Autograph as a gift for someone else?:

Yes you can. Please let us know the name of the person this is for and their number in the notes when you purchase their autograph.

There are three people signing in this joint session,but I only want one of their autographs. Can I just get one person to sign?:

The autograph session has been organised in agreement with the guests. They have set the terms for what is available. Unfortunately if there is not an option for a single actor, you cannot purchase an autograph from just one of them.

I missed the Face Time stream, do I still get my autograph?:  

Absolutely! If you have purchased an autograph, we will make sure that the voice actor/actress signs the item you have asked for and that the item is shipped out to you. 

Can I switch my print for something else?:

You can exchange your print for another print by the same actor as long as the prices are the same.

When will you mail my autograph?:

Autographs done in our studio in Santa Monica are typically mailed out in 2-3 business days. However it could vary if we have multiple signings and in various locations. We’ll keep you updated when it is mailed out. 

I haven’t received my autograph yet:  

We’ll keep tabs on your order once it ships and contact the carrier if there are any issues. Before we contact USPS or any other postal carrier, we recommend checking with your roommates or family members to make sure it wasn’t misplaced. It’s happened multiple times.

A Signing was Rescheduled; when is the new date?:

Unfortunately a signing can be rescheduled for various reasons and we might not always get a date the same day. We’ll always  work with the actor to get them rescheduled and release a new date ASAP. 

When is this voice actor/actress going to do an autograph session?

If there is someone you would like to meet on our platform, please fill out our suggestion form: http://bit.ly/UnlockedSuggestions

Technical issues:

Do I need to be signed into my Unlocked Account when I make a purchase?: 

No, you do not need to be signed into your Unlocked Account when you make a purchase for a signing. However, if the phone number on your Unlocked account and your order are different, we recommend emailing support@unlockedofficial.com and giving them the phone number for your account.

I purchased an autograph but I can’t get the key to work:

Please let one of our moderators know during the signing. Give them your 4 digit order number and they’ll make sure 

The app froze when I was in the middle of the Face Time and it wouldn’t let me back in before the end of the stream. What can I do?: 

Please try tapping the key again. We will get you in ASAP. If the stream has ended, we are very sorry to hear that. We are more than happy to make sure that you can stream with the voice actor/actress the next time they’re on the app. 

Technical issues, Face Time didn’t work, I would like a refund: 

We are very sorry to hear that. Can you please go into more detail about what happened?

Refund: 

How do I request a refund?:

For cancellations, please contact support@unlockedofficial.com 

I cancelled my order and I don’t see my refund:

It will take some time until your account recognises the completion of the refund process, but we will make sure the refund has been submitted from our account. If the transaction still has not appeared in your account within a few days, please contact your bank.  

Blocking:

I have been blocked by this Broadcaster and I don’t know why?:

Unfortunately we can not remove anyone from a broadcaster's blocked list unless they make the request. However, there are still plenty of broadcasters to watch panels from.

I wish to unblock someone how do I do that?:

Send us their username. We can do that for you on our end.

Merchandise: 

The address on my order is wrong:

Please email support@unlockedofficial.com. Be sure to send your order confirmation order, details/name and the correct address that you wish us to send the item to.

I bought this item but I actually want this item instead:  

If an item has not been shipped, the easiest way to swap is to place a new order, and then we’ll cancel the old one. 

Is this item certificated?

Yes, all merchandise comes with an Unlocked Autograph Certificate of Authenticity, signed by our CEO and dated when the item was autographed. 

Shipping Policies:

For Autograph Signings: 

Items are shipped within 2-5 Business Days after the autograph session. However, autograph signings done outside our office may take much longer to mail out. If you do receive an email confirmation after 3 weeks, please contact us at support@unlockedofficial.com  

 For Other Product Items: 

Items are shipped within 2-5 Business Days after the order has been placed. 

Refund Policies:

For Autograph Signings: 

Free cancellation up to the start of your autograph session. Failing to request a cancellation before the signing begins may result in a deduction from your refund. You may submit your cancellation request at support@unlockedofficial.com.

Damaged or lost items:

You are entitled to a full refund if an item is damaged or lost in transit within 14 days after your item is stated to be delivered. Report damages to support@unlockedofficial.com.  

Returns

You have 30 days to return a non-damaged item for a full refund. Return shipping will be covered by the client, and any damages caused in transit may result in a deduction from your refund. We will not accept any item after 30 days.