IMEI not recognised for trade in

[taffer87]

I ordered a new Samsung S22 from Ao.com earlier this week and then tried to claim the trade in (here: https://www.samsungtradeinoffer.co.uk/promo/ao) for an old series A phone I have but when I enter the IMEI of the new phone (have tried both IMEIs of new phone), it gives this message:

 Sorry, the code you entered is not active for this promotion.
Please ensure the IMEI/Serial# you are trying to verify is of your NEW device. Otherwise, please email us samsung@tradeinresponse.co.uk with the IMEI/Serial# you are attempting to validate along with a copy of your purchase receipt.

I have sent full details to given email id but no response. Anyone has ideas on how to check? I am pretty sure the S22 is eligible for trade in.

Here is where I ordered from and it does say the phone is eligible https://ao.com/product/sms901bzwdeub-samsung-galaxy-s22-mobile-phone-white-91744-305.aspx

[Lain32]

I rang them up they sent me a link via email I sent them my reciept and imei number and worked

[Andrew2734]

Why not take a screenshot of the IMEI and use that ?

I did that when claiming my free Galaxy buds pro.

[Members_sptEZOV]

Could you please give me the phone number you rang?

[Members_vN1nFI8]

What number did you call on please