Upgrade Programme Something went wrong Error Message

[AndrewD94]

I am currently eligible to upgrade my Samsung Note 20 Ultra 5G via the Samsung Upgrade Programme.  I am able to choose either of the models and storage sizes.  It then takes me to the basket and adds the Starter Kit for Free.  However, when I try and add either the 1 Year FREE or 2 Year PAID Samsung Care+ it keeps saying "Something went wrong".  This has been happening for the past 4 days.  I have tried various web browsers, data connections (WiFi and Cellular), on my phone, PC and MacBook and still the same issue.  Is anyone else having this issue?  Or knows how to fix it?

[SachikoT]

Hi there, Upgraders!

We're sorry to hear you're having issues placing your orders for either a Z Fold3 or Z Flip3. 

I'd like to confirm that as existing members of the Samsung Upgrade Programme who are pre-ordering the Z Fold3 or Z Flip3 that we are offering you 1 year's Samsung Care+ to celebrate the release of these products that will help you unfold your world.

While there should be an option to add this to your basket directly, we can see that a number of you are having issues and are investigating this right now with our website team. 

If you are able to go through the Upgrade Lounge, you have checked you're eligible and have been able to add your previous handset and you can process your order, we'll make sure that you can claim here: https://www.samsungcareplus.com 

If you are continuing to have issues with the order process, please let us know in the comments. 

[T3LF]

Hi thank you for the update, how do we fix the new issue of our old handset not showing at the basket?

[AndrewD94]

@SachikoT when confirming my current device condition, as per the Samsung Upgrade Programme, should this appear as an additional item in the basket or not?

[Bri79]

Amusingly, now I cannot get past the questions about my current phone!

'We're experiencing technical difficulties, please try again later'

🤔

[AndrewD94]

Do you have anything currently in your basket in the top-right?  This happened to me earlier today and that was the reason for the error message.

[CGriff36]

Hi Sachiko,

I have been unable to reach out via DM, regarding Unfold Your World Photo Challenge.

I never received my Samsung party pack?? I'm not sure if it got lost on the way. Gutted.

Charlotte B advised to contact local community manager/moderator to look into this?

Kind Regards,

Carl G.

[Bri79]

That'd be it!  Thanks.

[Bri79]

The fun never stops... now after going through the phone condition questions, it takes me through to an empty basket!

I give up for today.

[SachikoT]

We've also passed across the information you have shared about how your basket is behaving. The team are looking at this now and we'll keep you posted in this chat.

[AndrewD94]

I think mine did that as well, I think I had to go through it all again.  But obviously, I am having other issues!  🙄 😩 😭 😖