topic Re: Contacting Samsung in Samsung Shop

Contacting Samsung

miu_miu — Thu, 26 Mar 2026 12:55:49 GMT

Hi everyone, I'm wondering if there is a more reliable way to reach out to samsung support. I used to do this through live chat but I'm stuck on this preference page that won't even let me update it so it would work. I have called them too and they gave me an email to send my query to, did that, they redirected me elsewhere now mailed that too but they've been sending me this. Now I'm just tired.

Oh and my query also...had 2 physical sim cards in my s25 and when I did a trade in, I forgot the second sim in it.

Re: Contacting Samsung

arianwen27 — Thu, 26 Mar 2026 13:01:29 GMT

As that message says, chat isn't working because you have cookies disabled. Guessing you're using the store app.

Open the samsung store on your normal web browser, then you should be able to accept cookies and get live chat working.

In my experience, live chat tends to be better than a phone call. Never tried to directly email samsung.

To try and answer your question, you'll probably need to just replace that second sim. I doubt samsung would be able to locate it and send it back

Re: Contacting Samsung

AndrewL — Thu, 26 Mar 2026 13:05:25 GMT

@miu_miu: I'm sorry to hear that you've had some difficulty getting through to our Support Team via Live Chat. If your query relates to an issue with your trade in device, then you have been correctly redirected to the Trade In Team by the telephone support agent you spoke with.

It does look as though your email was received successfully, however the team were unable to view the contents. For clarity, are you based in the UK, and did you reach out to the team in English? Which email address were you given to contact the Trade In Team?

Re: Re: Contacting Samsung

miu_miu — Thu, 26 Mar 2026 13:28:53 GMT

Yes I did use my PC also and unfortunately ran into the same error

Re: Re: Contacting Samsung

miu_miu — Thu, 26 Mar 2026 13:30:40 GMT

Hi yes I reside in the UK and sent the mail in English. I attached my order ID there also like I was advised to.
Do you recommend maybe resending the mail?

I was given this first helpdesk@samsungrecycle.co.uk then Samsung@tradeinresponse.co.uk

Re: Re: Re: Contacting Samsung

arianwen27 — Thu, 26 Mar 2026 13:30:13 GMT

If you have an adblocker, turn it off. It might be hiding the cookies page

Re: Re: Re: Re: Contacting Samsung

miu_miu — Thu, 26 Mar 2026 13:31:14 GMT

Right I'll try that thank you

Re: Re: Re: Re: Contacting Samsung

miu_miu — Thu, 26 Mar 2026 13:33:54 GMT

Omg 🤦silly me...that did the trick. You're a life saver. Thank you so much

Re: Contacting Samsung

AndrewL — Thu, 26 Mar 2026 14:52:15 GMT

@miu_miu: Thank you for clarifying that for me. I definitely recommend resending the email, or calling the Trade In Team directly, so they can look into any issues you're having with your existing device. The team can be reached on 0333 207 9676 or helpdesk@samsungrecycle.co.uk.

If you have already posted your S25 to the Trade In Team, and have not removed a physical SIM from the device, then I don't believe that it will be possible for the team to return the SIM to you. It is more likely that, in line with data protection, the SIM will be safely disposed of, and you will need to contact your service provider to arrange a replacement SIM.

Re: Re: Contacting Samsung

miu_miu — Thu, 26 Mar 2026 15:23:22 GMT

Okay thank you

Re: Contacting Samsung

Steve1956 — Thu, 26 Mar 2026 16:22:17 GMT

Contact your service provider/ carrier. Get them to cancel the "lost" SIM & request a replacement?

Re: Re: Contacting Samsung

miu_miu — Thu, 26 Mar 2026 16:24:12 GMT

Yeah I actually did but they'd want me to have the sim retrieval done physically at one of their stores and that's like a 6 hour flight from the UK 😅