That's a conundrum as to why your imei isn't being recognised !
Can you try this site to see if it shows the correct phone make and model > https://www.imei.info/
The Trade In Department is always busy especially as new phone's have been launched so try to be patient.
The contact information i have for this Department is >
I wish you all the best. Take care. 😎
Daily Driver > Samsung Galaxy s²³ Ultra 512Gb in Phantom Black.
The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "
@jimmyk87: If you have reached out to the Promotions Team at email@example.com and have not received a response, then I recommend giving them a call on 0333 207 9676 to report the issue, and an advisor will be able to look into this for you, and explore other means of validating your claim.