I had the same issue. Called Samsung yesterday, was advised to email firstname.lastname@example.org with screen shots. Received an automated message that they will respond within 5 days. What a joke 😡
Got a reply from Samsung advised me to clear cache and try again, which obviously did not work. My follow up email remains unanswered. Does anyone know how to escalate it from here?
My order has just gone through successfully!
Spoke to chat person, they told me to do the following and worked after 4 days of trying...
Use a PC
Open in incognito
Go to samsung and login to account
Then go to upgrade lounge
Pick a device and checkout
When you get to contact details, don't use your normal email address you used previously, use a different email address
Then when you go to payment section, it almost treats you as a new customer with Klarna, so asks for the bank you want to use for the Direct debit, and doesn't ask for any security questions.
Then mine asked to agree the new credit agreement and paid the deposit and went through!!!