topic Re: Still unable to access Flex Lounge in Samsung Shop

Still unable to access Flex Lounge

SteveTUK — Thu, 26 Mar 2026 16:13:12 GMT

Since February I have been in contact with Samsung Shop after experiencing issues accessing the Flex Lounge as I approach the end of my Finance agreement for the S25 Ultra.

The agreement provides three options at the end, before the final balloon/settlement payment:

1. Return phone and walk away

2. Upgrade and return old handset

3. Pay final settlement/balloon payment

For weeks and weeks they have been unable to resolve the issue. The latest email instructed me to stop trying to login to the Flex Lounge and to wait for further instructions.

My final balloon payment is on 4th April. I still can't login, so Samsung are preventing me from accessing two of the specific options in my agreement.

At this stage, I plan to now escalate this to the Financial Ombudsman as a breach by Samsung of the terms of the finance agreement.

If anyone else has had issues or success, please let me know, or if you plan to complain to the Ombudsman as well then I can post updates here on progress so we can share experience.

Re: Still unable to access Flex Lounge

Tourbillon De La Vie — Thu, 26 Mar 2026 17:50:18 GMT

Keep it up with Samsung customer support

Re: Still unable to access Flex Lounge

Markt39 — Fri, 27 Mar 2026 18:13:15 GMT

Im the same cant get in full stop and when you contact get sent from pillar to post

Re: Still unable to access Flex Lounge

SteveTUK — Sat, 28 Mar 2026 10:05:11 GMT

Just had notification they're taking the final settlement payment on 4th April. No response to emails. This will be the last handset I ever purchase from Samsung. What they are doing here constitutes financial fraud. It's misselling finance agreements by changing the terms and conditions without consent. Disgusting.

Re: Still unable to access Flex Lounge

topman543 — Sat, 28 Mar 2026 15:39:53 GMT

I cant log in either!

Not wasting my time! Ill just leave

Re: Still unable to access Flex Lounge

Markt39 — Sun, 29 Mar 2026 10:35:40 GMT

I am never buying a samsung again had everyone new phone for 5 years not doing this anymore and unless I get access to my flex account I won't be paying. Had access to my account right up until upgrade day.

Re: Still unable to access Flex Lounge

SteveTUK — Mon, 30 Mar 2026 07:01:46 GMT

I think Samsung may be in financial difficulty, I've been reading that they are expected to post a loss and maybe this is why they want everyone paying the balloon final settlement payment. Not a good sign.

Re: Still unable to access Flex Lounge

Members_ApnoGCF — Fri, 03 Apr 2026 16:25:40 GMT

Having same issue, now new phone will mean incurring extra costs, significantly higher monthly cost. I have gone through the terms and it does seem they have misrepresented the initial contract and are currently in breach of it. I have just had an email from them mistankingly admitting they are. Hope you get somewhere with them, ive cancelled my direct debit and will chase up with the ombudsman