How can I get an firmware unlock key for my Balance for the new firmware?


I need to upgrade my Balance, it’s been a while since I did. I’m sitting on 4.8.1 right now and it looks like we are in the 5.x stuff, I tried to update but it says I need an unlock key. How do I get one?

Hi Happy,

If your Balance is currently out of warranty, in order to get the unlock keys going forward you would need to purchase Totalcare for the units through the website.

You should see the link to purchase Totalcare under the device listing once you have it registered on your account.

Here is a link for more detailed instructions to get Totalcare-

In addition, to activate the Totalcare service, we would need you to turn in a diagnostic report from each device for our Engineering team to verify that they are working properly with no issues.

Instructions to get the report can be found here-

Once Engineering verifies everything, Totalcare begins and the unlock key should appear on your account for each device. If the Balance is already within warranty the Key should appear immediately in your account at

Let me know if you have any other questions.

Best Regards,


The Peplink Team

I have registered my devices and do not see the link for TotalCare. I was able to upgrade one device w/o issues. Now I need to setup VPN bonding. How do I get the link for TotalCare to show up for my other devices?

Hi PC,

If the link is not showing up after registering the Balances, get us the serial number and we can verify what might be going on with them. Go ahead and create a ticket with that information at the following link and we can take a look.

Once we know more about the Balances we should be able to get this figured out.

Best Regards,


The Peplink Team