Pop Notification from Samsung - Phone is part of an incomplete trade-in - Help?

[Members_jsIz4Ol]

Hello. I wonder if anyone can help or knows if this is a known issue. I purchased my Samsung S25 Ultra at the beginning of March directly from Samsung UK. I paid the deposit myself and the balance is being paid using Samsung Flex Finance. Fast forward to yesterday and this pop up has appeared on my phone giving me 72 hours to complete a non existent trade in, otherwise my phone will be locked. I have sent an email and tried to speak directly to the trade in team, but they do not work weekends. I am really worried that I will soon have an unusable phone. 

Is this a known issue ? If anyone has had this, was your phone locked after the 72 hours even though you do not have a trade in offer applied to the purchase? 

[BandOfBrothers]

Hi @Members_jsIz4Ol 

I've seen this type of pop up but only if the person does not send in their Trade-in phone. 

Something has glitched. 

You will need to give them a call on Monday just to ensure this pop up isn't relevant to your order. 

If i can be of any further help please don't hesitate to ask  😎 

[Members_jsIz4Ol]

Thanks for your reply. I know I did not add trade in to the order but I'm worried it will lock before I can get it sorted. Fingers crossed its gets sorted before it is locked. Such as strange one as I even started second guessing myself, did I accidentally add it to the order, but I've checked all my emails and paperwork. No mention of trade in anywhere. 🤔 

[TechZilla]

You can check your order, if you traded in a device it will show on your order, Samsung will be able to see that too. Hope this helps 🙏

[Members_jsIz4Ol]

Thank you for your reply.  Yes, I've checked my order and there is no trade in, only the deposit paid by myself at the time of order and the remaining balance, which is being paid for using Samsung Finance.  I'm hoping I hear back from them soon 🤞

[GezIOM]

Hi, I've just posted a similar issue. Although, I did use the trade-in option but the phone was both received on time and approved by the team.

Keep us posted if you find a solution.

[Members_jsIz4Ol]

Hi. It is strange isn't it. I did a google search and it seems that there have been a number of cases when people have had the notification when they have either already completed the trade in , or as in my case, not had a trade in at all.  I just hope that this gets resolved for us both before the phones get locked. 

I'm going to call the trade in team directly in the morning so hopefully will have more answers then. I'll keep you updated!

[GezIOM]

Did you find a direct number? I called Samsung Support, they were helpful but weren't able to do much and just suggested emailing the address on the notification. Let me know the number if you can and if you have any luck tomorrow.

My notification still says 72 hours, but obviously losing the phone if it got locked would cause all sorts of headaches.

[Members_jsIz4Ol]

I was given this number by Samsung customer service : 0330 2079424 , which is for the trade-in team. However, when I tried to call I got an automated message saying the office is open Monday-Friday 🙄 . I have since had an email from the trade-in team saying the order number I have provided is invalid. So, back to Samsung Customer service to confirm the order number is correct, which of course it is, they said they have raised a ticket for it to be dealt with asap but who knows. I seem to be going round in circles 😵