Please ensure you are entering the correct serial number. Both devices start with the letter S

Delayed shipment (New Order / Replacement or Upgrade Device)

To guarantee that you stay informed about your order, we typically
dispatch the shipping confirmation along with the tracking number via email once your order has been shipped. Make sure to check your spam or junk folder if you don't see it in your inbox.

Report Lost or Stolen Device

To guarantee that you stay informed about your order, we typically
dispatch the shipping confirmation along with the tracking number via email once your order has been shipped. Make sure to check your spam or junk folder if you don't see it in your inbox. 

If your package is confirmed as lost or stolen, please contact our designated shipping carrier, as indicated on your order shipping confirmation, to report the lost package/s and acquire a claim ID. This claim ID is necessary for us to proceed with your claim and facilitate the replacement of your order. When obtaining the claim ID, you may need to provide supporting documentation, such as invoices, receipts, or proof of the value of the lost items, which can be found in the confirmation receipt sent to your email address upon placing your order.

This process may require some time, as we await the outcome of the carrier's
investigation. We greatly appreciate your patience, and please feel free to reach out to us for any follow-up inquiries.

Device Replacement

Defective Device

We're sorry to hear that your device is defective. Rest assured, before shipping, we carefully check each device to ensure it meets our high standards of performance and reliability. Our goal is to provide you with a product that exceeds your expectations.

Upgrade Device

We are thrilled to know that you're considering changing or upgrading your device! Your satisfaction and experience with our products are our top priorities, and we're here to assist you every step of the way

Please choose one of the following replacement options:

Advance Replacement
By choosing this option, you agree to receive the replacement device before sending back the current device. Please understand that we’ll charge a security deposit equivalent to the device’s cost along with any applicable shipping, and handling fees. For more details you may visit https://homefi.info/pages/return-policy

Regular Replacement
By choosing this option, you are confirming that you  agree to return the original device along with the required shipping and handling fees before we send the replacement device. Please note that the shipping and handling fees are non-refundable.

Reactivate/Resume Plan

Check current data usage

Disclaimer: This form will only submit for our Edge and Titan Pro Routers.

If you wish to see your data usage for your hotspot or LTE router please click here.

Change Payment Method

For security reasons, we are unable to modify your card information from our end. However, we will send you a secure link that allows you to update it yourself. 

Though we cannot modify your card information from our end, updating your payment method requires direct assistance from our support team.
This ensures your account remains protected and we can confirm your payment method has been updated.

To get direct assistance from our support team:

💬 Chat with us, by clicking on the Chat button at the bottom right of your screen. Our chat agents are available Monday to Sunday 9 am EST to 9 pm EST.
📞 Schedule a callback at your convenience here

Downgrade

Upgrade

Pause Plan

The HomeFi service's inactivity or "Parking Plan" feature enables users to keep their service active without accruing plan charges. This option is advantageous for times of inactivity, like during travel or when anticipating brief periods of non-use, with a nominal fee of $10 per month, plus any applicable fees and taxes.

HomeFi Users have the option to pause their plan for a maximum of 3 months within 12 rolling months. After this period, the service will automatically revert back to its original plan prior to the pause request.

Device Protection

Note: Our device protection program is a 12-month protection to your HomeFi device for just $2.99 per month. It ensures you will receive a replacement device at no cost if you experience any hardware or software issues.

The Device Protection Program Covers:
Device issues including faulty software or hardware and damage during shipping (not powering on, battery life, poor signal, etc.).

The device protection program does not cover lost or stolen devices or accidental damage caused by the customer. Your current device will need to be shipped back to HomeFi to ensure a replacement free of charge.

Enroll in HomeFi Device Protection

File a Claim

Dispute / Report Unauthorized Charges

Check Refund Status

Disclaimer: Do not submit this form unless you have already initiated a dispute or returned the device for a refund.

Cancel Service

We're truly sorry to hear that you're considering canceling your service. We're here to assist you in any way we can

Technical Support

We're sorry for any inconvenience caused by the problem you're encountering with your device. Rest assured, we're here to assist you!

For troubleshooting your device, we offer a comprehensive basic troubleshooting guide that you can try first. Often, performing these basic troubleshooting steps can resolve the issue. For more detailed instructions, you can visit our help center.

Before submitting a request, you might be able to get an update right away 👇

Try these quick steps first:

Check your email inbox (and spam/junk folder) for your order confirmation and shipping updates.

Look for a tracking link — this will show the latest delivery status in real-time.
If your order was placed recently, please allow 1–2 business days for processing before shipment.

In most cases, tracking updates will provide the fastest and most accurate status of your order.

Still need help?

If you’re unable to find your order status or something doesn’t look right, we’re here to assist.

Please provide the following details so we can check this for you.

 

Want to cancel your order? Let’s check a few things first 👇

Before submitting a cancellation request, your order status may determine what options are available:

Quick checks you can do:

Check your email for any shipping confirmation or tracking link.
If you already received a tracking number, your order may already be in transit or shipped.
Orders are processed quickly, so cancellation may not be possible once fulfillment has started.

🚫 If your order is already shipped:

Cancellation is no longer available.
You may choose to wait for the delivery and refuse the package under our 7-Day Money-Back Guarantee. Once the package is returned to us, it will undergo inspection by our warehouse team in accordance with the HomeFi Return Policy.

⏳ If your order is still processing:

Good news — cancellation may still be possible! 🎉

Submit a request below and we’ll do our best to stop the order before shipment.

Please provide the following details so we can check this for you.

 

Received your device but something’s not right? Let’s quickly check 👇

Before submitting a request, here are a few things you can try:

Quick checks:

Inspect the device for any visible damage (cracks, dents, loose parts).
Try a basic setup or power check to confirm if the issue is physical or functional.
Check the packaging and accessories to ensure everything is complete.
👉 Some issues may be related to setup and can be resolved right away.

🚨 If your device is clearly damaged:

We’re here to help and will prioritize your request.

Please provide the following details so we can check this for you.

 

Noticed a charge or order you didn’t authorize? Let’s secure your account first 👇

Before submitting a request, please take these immediate steps to protect your account:

Immediate Actions:

• Change your bank account password right away.
• Contact your bank/card provider to report the charge and prevent further transactions.
• Check your email (including spam/junk) for any order confirmations or account activity.

Still need help from our team?

We’ll prioritize your request and investigate right away.

Please provide the following details.

 

Important:

• For your security, do not share full card information, passwords, or OTP codes.
• Investigation may require verification of account ownership.
• Resolution timelines may vary depending on the nature of the case and coordination with payment providers.

We’re sorry to let you go 🙁

Quick things to consider:

Experiencing issues? We can help troubleshoot or replace your device.
Need more time? You may choose to cancel at the end of your billing cycle to avoid interruption.
👉 Many concerns can be resolved without cancelling your service.

 

Need help with your return refund status?

Typically, once your device is returned, it will undergo warehouse inspection, which typically takes 3–5 business days from the date it is received.

Important Reminder:

• Refunds are processed after the device is received and inspected.
• Processing times may vary depending on return shipping and warehouse validation.
• Ensure that you return the device within 7 day upon delivery.
• Refund eligibility is subject to our 7 Money-Back Guarantee and Return Policy.
• Missing, damaged, Outside Manufacturer’s Coverage, or unreturned devices may result in a Device Recovery Fee (DRF).

Setting up your account? Let’s get you started quickly 👇

Before submitting a request, try these start-up quick steps.

Need more help? — Please provide the details below.

 

Disclaimer (Terms of Agreement):

• Please ensure that your payment method is up to date before submitting this request.
• By proceeding, you authorize us to charge the amount due to your primary card on file to renew your service.
• Upon service reactivation, the subscription will be enrolled in annual auto-renewal unless cancelled prior to the renewal date. The system will initiate up to five (5) payment attempts on the renewal date. Failure of all attempts will result in automatic service cancellation.
• Your billing cycle will begin once the payment is successfully processed.
• The Your billing cycle will be based on the date of successful reactivation payment.
• Please note that we only accept valid credit or debit cards. Payments made using unsupported methods (e.g., prepaid cards, CashApp, etc.) cannot be used for reactivation and will be refunded.
• By submitting this request, you agree to be charged the full subscription fee, including any applicable fees and taxes.

Disclaimer (Terms of Agreement):

By submitting this request, you acknowledge and agree to the following:

• If you request cancellation within the 7-Day Money-Back Guarantee period (starting from delivery), you will be eligible for a refund of the service plan cost, provided the device is returned for inspection in accordance with the HomeFi Return Policy.
• The device must be returned in full and in acceptable condition. Failure to return the device, returning an incomplete package, or failing inspection may result in a Device Recovery Fee (DRF), which will be deducted from your refund or charged separately.
• If your cancellation request is made beyond the 7-day period, the service plan is no longer refundable.
• You may choose to keep your service active until the end of your subscription, after which it will not renew. You may keep your device, and you may reactivate your service at a later time if needed.

Disclaimer (Terms of Agreement):

By submitting this request, you acknowledge and agree to the following:

• This request will be treated as part of the required troubleshooting process. Our team may guide you through step-by-step diagnostics and validation to properly assess the issue before any resolution (including replacement) is determined.
• Your device may be covered under the 7-Day Money-Back Guarantee and/or the 90-Day Device Exchange Policy, depending on when the issue is reported. All outcomes are subject to evaluation, verification, and inspection in accordance with HomeFi policies.
• Requests submitted beyond the 90-day exchange period may no longer qualify for a complimentary replacement and may be classified as out of warranty, normal wear and tear, or customer-induced damage.
• If the device is confirmed to be ineligible for exchange or replacement under policy, a replacement device may be offered at a discounted rate of $50, excluding shipping fees and applicable taxes.
• Your subscription will remain active, and the original annual billing cycle will be extended / adjusted during or after the troubleshooting and replacement process.
• Any unused service days while the device is under troubleshooting, return, or replacement will not be prorated, credited, or carried over.

Disclosure 

If you choose to cancel your service on your preferred option, please be aware that your service will be interrupted as soon as we process your request. No refund will be given for unused service after cancellation.

Return instructions will be sent to you via email. Please check your spam folder if you do not see them in your inbox. Our team will inspect the returned device to ensure it is in perfect condition. If the device is found to be defective upon return, additional charges such as a restocking fee, shipping and handling fee, and device fee may apply if it is determined that the device was damaged or missing accessories. Visit our Refund Policy for more details.

Disclosure: Reactivate/Resume Plan

By choosing to resume your subscription, you are hereby agreeing to pay the renewal charges for the current cycle. This includes the plan cost, service fee, any applicable device rental fee, and taxes mandated by your state.

Should your service have been previously suspended or cancelled due to non-payment, you are required to settle all outstanding balances, including charges for unpaid usage from previous cycles.

Please note the following regarding your subscription renewal:

- Prepaid cards are not supported. If a prepaid card is used, the charge may be processed initially; however, once identified, the payment will be refunded, and the reactivation will not be completed.

- If your reactivation request is made within 14 days from the original billing date, your cycle date will remain unchanged.

- If your reactivation request is made beyond 14 days from your original billing date, your cycle will reset, starting from the date when your service is reinstated.
Your newly chosen plan will remain active unless modifications are made. Going forward, automatic renewal will occur, and charges will be applied using the default payment method on file.

Disclosure 

When opting to submit a claim for your device protection, ensure that your device is included in the HomeFi Device Protection plan. Please provide precise and comprehensive details about the issue with your device.

Kindly note that filing a claim might incur applicable deductibles or fees, as specified in your device protection plan. 

Please be aware that claims are subject to approval according to the terms and conditions of your device protection plan. Any inaccurate or deceptive information provided during the claims process may lead to denial of the claim.

Once we process your request, you will receive a claim and return instructions via email. Please make sure to check your spam folder if you do not see it in your inbox. Upon receiving your device, our receiving department will thoroughly inspect it and proceed with the replacement.

Disclosure 

By opting to enroll for our device protection plan, you agree to enroll in a program that provides 12 months of coverage for your HomeFi device. This protection comes at a monthly cost of $2.99. Additionally, you understand that insured devices are eligible for a replacement device at no extra charge should any hardware or software issues arise during the coverage period.

By participating in our device protection program, you acknowledge and agree that the coverage does not include protection for lost or stolen devices or accidental damage caused by the customer. Furthermore, you understand that in order to receive a replacement device free of charge, your current device must be returned to HomeFi.

Disclosure 

By choosing to pause your plan, you agree to the terms that your service will be paused effective from the next billing cycle and will be reactivated after a period of three months. All applicable charges equivalent to your current active plan, along with other fees such as service fees and taxes, will be charged to your current active payment method on file. Please be reminded that if payment attempts are unsuccessful after multiple tries when reactivating your service, you may receive instructions on how to return our device within your premises. Failure to return the device within the specified period means you acknowledge that HomeFi will take actions such as initiating collections proceedings, which could potentially affect your credit score or be subject to any applicable federal law.

Disclosure - Immediate
By choosing to upgrade your service within the current billing cycle, you agree to pay the price difference between your current plan and your desired plan, as well as any applicable fees and taxes associated with your account. These charges will be processed using your primary payment method on file.

Upon upgrading your service, it will remain active in your account unless further changes are made.

Disclosure - Immediate
By choosing to upgrade your service immediately or within the current billing cycle, you agree to pay the full price of the new plan as well as any applicable fees and taxes associated with your account. Also, your cycle will reset the same day of your new data plan. These charges will be processed using your primary payment method on file.

Your new plan will remain active and permanent in your account unless further changes are made.

Disclosure - Next Cycle
By choosing to upgrade your service in the next billing cycle, you agree to pay the full price of your preferred upgraded plan, as well as any applicable fees and taxes associated with your account. These charges will be processed using your primary payment method on file.

Your new plan will remain active and permanent in your account unless further changes are made.

Disclosure:
By choosing to downgrade your service, the changes will take effect at the start of your next billing cycle. Please note that your current plan prior to the downgrade is non-refundable. You can continue using the current plan until the end of the cycle, as the change will be applied in the subsequent cycle. 

Upon proceeding with the downgrade request you agree to settle the price of your selected plan, along with any applicable fees and taxes associated with your account. These charges will be processed using your primary payment method on file.

Your new plan will remain active and permanent in your account unless further changes are made. 

Disclosure:
Upon processing the device upgrade request, our receiving team will inspect the returned device to ensure it is in perfect condition. If the device is found to be defective upon return, additional charges such as a restocking fee, shipping and handling fee, and device fee may apply if it is determined that the device was damaged.

Once your request has been approved, you will receive return instructions sent to your email and how to receive the new device. 

Please note that the device must be returned along with all accessories and other peripherals included in the original package, as well as its original box. 

Disclosure:
By submitting this request please be informed that reporting a defective device within 7 days is entirely free of charge when requesting a replacement. 

However, if the report is made more than 7 days from the original date of shipment, further investigation may be necessary to determine eligibility for a free replacement. In such instances, if it is determined that the device was damaged by factors external to manufacturing or caused by the user, you will be charged for the associated device fee.

Once your request has been approved, you will receive return instructions sent to your email and how to receive the new device. Please note that the device must be returned along with all accessories and other peripherals included in the original package, as well as its original box. For more information regarding our return policy you may visit  https://homefi.info/pages/return-policy

Disclosure:
You understand and agree that by submitting a claim, you are confirming that your order has not been shipped or confirmed as lost or stolen. You acknowledge that any false or inaccurate information provided may result in delays or denial of your claim.

Additionally, you agree to cooperate fully with our investigation and provide any
necessary documentation or information requested to process your claim effectively.

By submitting this claim, you confirm that you have read and understood these terms and agree to abide by them.

Ensure you pick your device and type in the Serial Number or IMEI. After that, the Submit button will show up.

Unfortunately this concern requires live help with an agent, this form will not be able to submit.

To have live assistance:
💬 Chat with us, by clicking on the Chat button at the bottom right of your screen. Our chat agents are available Monday to Sunday 9 am EST to 9 pm EST.
📞 Schedule a callback at your convenience here