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Doki Reimbursement FAQ

dokiPal, dokiWatch and dokiWatch S

How can I receive a reimbursement for the purchase of my Doki device?

To be eligible for a reimbursement, you must:

- Submit the information requested by the Doki Device Reimbursement Claim Form (https://dokiwatch.expertinquiry.com/)

- Have a Doki device bearing a valid IMEI number. You can find that number in the ways described in the tab below.

- Provide the admin email associated with your Doki account. You can find this information in the tab below.

- Agree to the Terms and Conditions found in the Doki Device Reimbursement Claim Form.

If you live in the United States or Canada and qualify for reimbursement, you will be issued a check to the mailing address that you provide in the claim form. Qualifying customers outside the United States and Canada will receive a MasterCard e-voucher that can be used anywhere that MasterCard is accepted. Qualifying customers will receive reimbursement checks or e-vouchers from our customer service partner, Stericycle.

How do I identify my IMEI number or admin email?

You can find your Doki device IMEI number

1. On the device itself,
2. On the box for your device
3. Within the Doki app.
 
You can find your admin email within the Doki App.

For detailed steps, please see our guide here.

What is happening to the Doki Service?

We're shutting down the Doki service. On July 1, your Doki device and will no longer be able to access communication, location, and other connected services. This applies to all dokiPal, dokiWatch S, and dokiWatch devices.

How will Doki determine my reimbursement eligibility?

Doki devices may be eligible for a partial or a full reimbursement based on activation date. Your device may still be eligible if it is outside of the warranty period, subject to its activation date. We will confirm your activation date and reimbursement amount after you provide your IMEI number and admin email address.

Reimbursements are issued per Doki device. If you have multiple devices, please click "verify" to add more devices for which you are claiming a reimbursement.

Is my Doki Device still under warranty?

Warranty support is no longer available for Doki devices. However, you may be eligible to receive a full or partial reimbursement for the purchase of your device.

Do I have to return my Doki device to receive a reimbursement?

No, you do not have to return your Doki device to us. In order to qualify for a reimbursement, you must provide your Doki device IMEI number and the email address associated with the Doki administrator account.

When will I receive my reimbursement?

In most cases, the expected time for you to receive your reimbursement is within 4-6 weeks from the date of claim form submission.

Doki SIM and dokiBop

What will happen with the Doki SIM plan I'm using with my Doki device?

Your Doki SIM plan will end on July 1st unless you end it sooner. For other SIM plans please make arrangements to end them on July 1 or transfer them to a different device.

Do I need to cancel my Doki SIM plan? 

No, your Doki SIM plan will be cancelled on July 1, 2020 or possibly a day or two after the Doki service is shutdown depending on where you live.

Will I receive a reimbursement for my July SIM plan charges? How will I be reimbursed for these charges?

Yes, after we cancel your Doki SIM subscription, we’ll reimburse you for July charges.

Your Doki SIM reimbursement will be processed to the credit card you used to pay for the SIM subscription.

Can I keep the Doki SIM service and use it on another device?

No, all Doki services will shut down on July 1, 2020.

Tata SIM information

Will the prepaid Tata SIM service discontinue on July 1, 2020?

No, you may continue to use the Tata SIM until the expiry date of your prepaid plan with other devices.

Can I renew the Tata SIM plan after the expiry date?

No, we will be shutting down the Tata SIM functionality after your prepaid plan expires.

Will you reimburse the remaining months of my prepaid Tata SIM plan?

No, you may use the SIM in another device if you wish.  

Will my dokiBop headphones continue to work?

Yes, your DokiBop headphones will continue to operate normally once the Doki service shuts down.

Doki Service data & Doki device

What will happen to the Doki service data after service shuts down?

We will delete Doki service data after the service shuts down. Data stored locally on your phone may continue to be available to you until you remove the Doki app from your phone.

What should I expect when the Doki service is turned off on July 1, 2020?

You will still be able to charge and turn on your Doki device as well as navigate your Doki watch and app.You won’t be able to connect to the Doki network.

This means that all calling, location, and other connected services will stop working on July 1, 2020.

What do I do with my device after I've received a reimbursement? 

When you receive your reimbursement, recycle your Doki device at an e-waste recycling facility.

If I no longer have my device, can I still get a reimbursement?

Yes, while you do not need to have your device, you must have your device’s IMEI number in order to submit a reimbursement claim. Please see our FAQ for instructions on locating your IMEI number.

Customer Support

How do I contact customer support?

Please contact Doki Customer Support at DokiOUSsupport@stericycle.com

Customers in the US and Canada may also call 1-888-877-7221 between 8am and 5pm EDT.