Flip7 received as lost/stolen after initial setup

[azarino]

Hi everyone,

I recently ordered a brand-new Flip7 directly from Samsung UK. When I received the phone, it was immediately flagged as lost/stolen and locked via Knox security — before I even transferred any data from iPhone.

I’ve since discovered this is happening to other UK customers, too. One person has reportedly been waiting over 6 days with no resolution.

Samsung support escalated the issue but hasn’t offered a fix, or even a proper explanation. I’ve also confirmed:

I still have full SmartThings access, proving I’m the verified owner
The phone is a dual SIM device, so there may be an IMEI conflict

I am still within my trade-in window (which should allow time for data transfer)
This issue appears to be caused by Samsung’s trade-in backend prematurely flagging new devices, likely due to a bug or policy error — not any fault of the customer.

I’m posting here in case others are going through the same thing. If so, I encourage you to share your case so Samsung can see this isn’t an isolated issue.

Has anyone else experienced this? And has anyone actually had it resolved?

[Bobli666]

Nearly the same. My fold 7 was in the process of transferring data when it suddenly came up with "this phone has been reported as stolen". I've not even received the trade in return pack yet.

[leelee17]

Same thing just happened to my mothers brand new flip 7 delivered less than 1 hour ago

[leelee17]

Same anyone's been resolved yet?

[azarino]

To update, a Samsung agent mentions: “I understand how concerning this must be, especially as we’re seeing similar reports from other recent Z Flip7 and Z Fold7 users. Please know that your case is a priority for us, and I’ve escalated it to ensure we get a resolution as soon as possible. I’ll continue to follow up and keep you updated with any progress. Your patience means a lot, and we’re doing everything we can to resolve this.”

[Members_Fcol5FV]

Same issue not a great start moving from apple. Not sure why they can’t just send the pin straight away to unlock the phone. Has anyone had the message with the pin yet? If so, how long did it take to receive? 

[dswn67]

I have the same issue. Locked out during setup. Phone is saying "This device has been reported as stolen The device is locked". I have tried to do a hard reset via the power button and volume up rocker, but that did not work. And I also tried the find my Samsung mobile website to reset the phone. But that was a waste of time. Custom service told me it would take 48hrs to unlock. But I think they are just fobbing me off. This is completely unacceptable for a brand new device.....WTF Samsung!!! 🔥 🔥

[SNDP]

Had the exact same issue with my Z Fold 7. Delivered 2nd August and after setup immediately was flagged as stolen. Samsung support mentioned there is currently an issue and that I should wait 48 hours for a resolution and the team are investigating the cause internally.

I'm with everyone else, why can't they just send a pin to unlock it?!? What on earth are Samsung playing out. I hope there's a level of compensation given for inconvenience.

[Members_tLDj4tF]

Exactly the same thing happened to my Fold 7 today. ordered from Samsung online Friday. Received Saturday. Transfer planned for Sunday.

Just began transferring data and phone got bricked with the message "this phone has been reported as stolen".

Apparently the technical team will send me the PIN to un-brick it tomorrow. Lets see.

[SNDP]

I would hide the IMEI and Passkey if I were you