Problems with the Upgrade Programme

[Andyl73]

Has anyone every had problems with the upgrade site such that after confirming eligibility, choosing your new phone, the basket remains empty and you are unable to complete the upgrade?

I bought an S20+ last year and my upgrade window is open,  I enter the agreement number, and am confirmed eligible, I have selected a S21 Ultra upgrade, comfirmed the condition of the S20+, but then the basket is empty and I cannot purchase.

I've logged a ticket with Samsung shop support, but after over a week of waiting, have still not had a resolution to the problem.  Am I unlucky, or are others having similar problems? 

[AshtabS9Ultra]

I might be completely wrong here but doesn't it have to be the equivalent phone so in this case the s21 plus? Could be completely wrong just a thought.

[AndrewL]

@Andyl73: I'm sorry to hear that you're having some trouble upgrading your handset. From what I can gather you are eligible to upgrade to any S series handset after 12 monthly payments, so this shouldn't be an issue, however it may be worth trying to add an S21+ to your basket just to see if you're able to proceed. For further guidance, please reach out to the Upgrade Team at helpdesk@samsungrecycle.co.uk and an advisor will be able to clarify this for you. 

[Ebo66]

Why are you saying you can only upgrade on the S series, the Upgrade Programme clearly describes you can upgrade to the Latest Galaxy,! My upgrade window is open, I have the s20 ultra but want the ne z flip 3 but my only options are the S21! I don't want the s21 not much difference to my s20 and the flip is the latest galaxy. Needs sorting Samsung!