Trade-ID has been used.

[haleyj1008]

Tried placing an order, was unable to complete my purchase, money has been debited from my account, now website is saying that I 'cannot proceed with Trade-in as the Trade-in ID has been used' and the Trade-up app is saying that the IMEI validation failed as this IMEI has been used in a previous trade-in.

Has anyone had this happen and it was resolved? Feeling very frustrated right now as I'm now down $550 and haven't even been able to order a new phone 😡

[JNDau]

Same for me

[ZayChri]

Same here and feel ill miss out on the pre order because it takes Samsung forever to sort it out. If that's the case I'll just cancel it completely. Out of pocket $880 and no idea when it will be sorted. Absolutely ridiculous

[badSamsugBackOffice]

this is just start of nightmare, not max climax yet, their entire online system is rubbish
will suggest stop buying samsung after their lousy service..
sharing as a long term supporter.. avoid it like a plague now..

their community manager runs when have problems that they can't resolve.

[JNDau]

I checked this morning and it was picking up my trade in details and I was able to complete the purchase.

[haleyj1008]

So did you have the same problem as me in that the website was saying that you'd already used your Trade-in ID? And now it's working fine?

[JNDau]

Yes. This morning when I went into the samsung website, my order was in the cart and I was able to just enter delivery and payment details. It picked up the trade in amount so I didn't have to re-enter the trade in details.

[haleyj1008]

Thank you for sharing that. Gonna head to the site now and give it a go 🤞🏻

[haleyj1008]

Yeah, unfortunately it didn't work for me. Called Samsung, the lady I spoke to said that this is a common issue, then I was given the same generic response and the email address to contact Asurion. Sent another email and hopefully they respond asap because frankly this situation is ridiculous. What a stupid system they have where the Trade-ID is applied and actioned before the transaction is finalised 🤦🏼‍♀️🤦🏼‍♀️

[Jjwau]

Did you buy you phone secondhand? If you're trying to trade in a phone you bought secondhand there's a chance the previous owner used it for a trade in cashback and hence why you can't reuse it. Good luck with Asurion. 99% sure you won't be able to get it resolved with them or Samsung. Unfortunately no amount of escalation works.