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?

[KholaI]

Hey @AndrewD94 

Did you receive an email informing you're now able to upgrade, or are you attempting to purchase the phone separately? 

[AndrewD94]

Yes, I did.  I received an email on the 4th of August stating that my window opens on the 11th of August.  Then on the 11th, I received another email saying my window is now open.

[T3LF]

Yes I have had that today cleaning cache sorts that issue, but I can't get my note 20 to go into the basket today so I can't process the order for the upgrade program exchange

[Sam_UK]

Hi @CGriff36 

We've sent you a message regarding this. Please check your inbox.

[T3LF]

Will there be a fix soon for being able to get your old Samsung upgrade return phone to go into the basket so we can process the upgrade?

[inwardnoise]

I've just posted on a separate thread about this then seen this after, good to know not the only one with the issue I've spoken to different teams about 10 times and get the same responses you guys have had. 1st time was told not eligible but told them even even 2 year @ £189 doesn't add then she checked and said we were which I know as email states it! Rang few other and even tweeted them and fb them and all said issues there aware of and just keep trying 🙄 what a nightmare it is again every year I change there is always something wrong or something doesn't add!! Good to read you can add this after though, I'm going to ring the Care+ team to have this confirmed tomorrow as I have both mine and my wife's to sort and don't want to if they are not going to honor the free 1 Year.

[inwardnoise]

Appreciate anymore updates on this as my basket isn't showing my Note 20 Ultra in it like the other members above so looks like another issue

[T3LF]

It's crazy we have had 3 issues with trying to upgrade through the Samsung upgrade program. This is the hardest I have ever worked to give a business my money. I just want to be able to preorder my phone.

[inwardnoise]

Definitely mate I've never run into so many issues handing over £1600 😅 it's embarrassing how a tech company with so many good products has such a awful website and support, surely they got to sort it soon and we obviously are not only ones hitting this issue, I've got mine and wife's and also got to help my father sort his as well! Let's hope we get some more answers on this and least we can help each other with any information we get 👍

[AndrewD94]

Tried again today and still the same issues!  Old Phone not appearing in my basket and getting "Something went wrong" when trying to add either of the Samsung Care+ options.  Really wish they would fix this so that I can get my pre-order done!