Support
Contact LockInPoint
Every address and number here is read from the team’s own contacts desk, so what is on this page is what is live · the WhatsApp Channel and one fallback address are the exceptions, and they are fixed. Put the details below in your first message and the reply can answer the question instead of asking who you are.
Where to reach us
Email is the channel to use for anything to do with money, or for an account you cannot get into — it leaves a written trail both sides can read back.
Support email
info@lockinpoint.com
WhatsApp Channel
Announcements, new past questions and exam alerts, straight to your phone.
The WhatsApp Channel carries announcements and new material. Anything that needs an answer should go to an address above.
What to put in your first message
Support finds your account from what you tell them, and your password is not part of it · nobody will ask for it. Open every message with the email address you signed up with, or your username— both are on your profile page — then add whichever of these applies.
You paid and the account did not open
Send the payment reference. Card payments and key redemptions are listed at My receipts with the reference beside the date, and it is printed on the receipt itself. A bank transfer has no reference until an admin confirms it · until then there is nothing at My receipts to quote, so say instead which account you sent to, the exact amount, and roughly when.
An activation key will not go through
Send the 7 digit code exactly as you received it, and say where you got it. A key works once, and the page tells you if it has already been redeemed.
A question looks wrong
The fast route is the Report button in the toolbar while the question is still in front of you: it sends that exact question with your note attached, so nobody has to work out which one you mean. By email, name the examination, the subject and the year, and paste the question.
You keep getting signed out
LockInPoint runs on one device at a time, so signing in somewhere else signs the first device out. Say which device, and the browser or the app you were using, and roughly when it happened.
A referral withdrawal has not arrived
Send the bank name, account name and account number you entered, and the day you asked. A withdrawal takes the whole balance at once, and only once the balance has passed the minimum shown on your referrals page.
You are a parent, a teacher or a school
Say so, and send the candidate's Product Key. A guardian account is a separate account from a student's, so support needs to know which of the two you are writing about. The Guardian Portal explains the link.
Never send your password, a card number or a bank PIN. Support needs none of them — a payment is traced from its reference.
Things a page already answers
- You have forgotten your password. Reset it yourself · a code goes to your own email and you type it in.
- You are not sure a payment went through. Open My receipts, which lists every payment on the account with its reference and its status.
- What it costs where you live. Nigeria, Ghana, Sierra Leone, Liberia and The Gambia each have their own price · what activation costs.
- How practice, CBT, the games and Lumi work. How LockInPoint works.
- You want your money back. Read the refund position first, so you know what to ask for.
- You want the account gone. Delete your account sets out what is removed, what is kept and how to ask.