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Samsung Upgrade Program: Unable to upgrade despite being eligible from email

(Topic created on: 09-02-2022 08:48 PM)
1328 Views
SGRG
Apprentice
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I have received an email saying the upgrade window is open and i can upgrade by loging into the upgrade program lounge. However when i login it says i am no eligible and the upgrade date is 15 march. Also i am ahead on my payments so not sure what tje issue is. Can anyone help.

17 REPLIES 17
Scottytoohotty
Student
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I'm unable to get to the upgrade page. It's processing my order as if I'm a new customer and not an existing one. 

SachikoT
Helping Hand
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We're sorry to hear that you're having issues with the Upgrade Programme. 

Can you send a Private Message to @Sam_UK with your policy number and email address so that we can look into this for you? 

^SachikoT

SGRG
Apprentice
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Hi SachikoT, thanks for the advice. I have sent a direct message to @Sam_UK
0 Likes
Juli3n
Hotshot
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Similar problem, received the invite email, put my details in and just stuck at this page saying technical problems, surprise surprise like every year. I tried a few time and when I end up passing this first step it looks like I'm joining a new agreement instead of upgrading (I've seen similar reports). Pretty poor user experience for sure.

wyse_terminal
Voyager
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I've found if I try and upgrade normally I get an error message like in the screenshot below however if I use the link from my email that says I can now upgrade I can get to the checkout page but it's processes the order as a new customer. Screenshot_20220210-001530_Samsung Internet_65319_1644452130.jpg
TelB0y
Explorer
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I have the same drama, had the email saying my window is open but when I follow the link it says I'm not eligible. I think as it stands I'm leaving samsung.
TelB0y
Explorer
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Has anyone managed to get their upgrade? I'm still getting the message that I'm not eligible
SGRG
Apprentice
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Im still getting the same issue i have got in contact with samsung and they said they will get in touch within 24 hours
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Juli3n
Hotshot
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Try via the Samsung upgrade lounge website with your loan number.