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

[SGRG]

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.

[Scottytoohotty]

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]

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]

Hi SachikoT, thanks for the advice. I have sent a direct message to @Sam_UK

[Juli3n]

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]

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.

[TelB0y]

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]

Has anyone managed to get their upgrade? I'm still getting the message that I'm not eligible

[SGRG]

Im still getting the same issue i have got in contact with samsung and they said they will get in touch within 24 hours

[Juli3n]

Try via the Samsung upgrade lounge website with your loan number.