Galaxy Upgrade Offer

Frequently Asked Questions

Double your trade-in value, up to $600, when you upgrade to a Galaxy Note9, S9+, or S9*
*Requires eligible trade-in. Terms and conditions apply.

Valid Purchase Dates: 10/5/2018 - 11/3/2018
Valid Registration Dates: 10/5/2018 - 11/17/2018
Resubmission Deadline: 11/24/2018

Offer Details:

Who is eligible to participate in the Samsung Galaxy Upgrade Offer?

Any US/DC/PR/USVI resident who is at least 18 years of age who purchased a new Samsung Galaxy Note9, S9+, or S9 from a participating carrier or retailer between 10/5/2018 and 11/3/2018. No other Samsung devices are eligible for this promotion. For additional details, see Terms and Conditions at the bottom of the page.

I bought a different Samsung device. Am I eligible for this offer?

No, only the purchase of a Samsung Galaxy Note9, S9+, or S9 qualifies.

What will I receive when I trade-in my eligible device after my new Samsung device purchase?

You will get double your trade-in value, up to $600. This value will depend on the device model and condition. If your device is not eligible for the anticipated trade-in value, you will receive $50. Terms and Conditions apply.

How long will it take for me to receive my reward after my trade-in device evaluation is complete?

After your evaluation is completed, your Visa® Virtual Reward will be sent to the email address you registered within approximately 3 weeks.

Registration Questions:

Can I also register my purchase for another Samsung offer?

This offer cannot be combined with other carrier, retailer, and Samsung Trade-in offers.

How do I participate in this trade-in using the Shop Samsung app?

  1. Download and install the Shop Samsung app on your Samsung Galaxy Note9, S9+, or S9 in the Google Play store.
  2. Open the Shop Samsung app, tap the “Menu Icon” on top left > select “My Inbox” > Galaxy Upgrade offer.
  3. Tap DO I QUALIFY? to get started.
  4. Tap ALLOW when prompted to allow Shop Samsung to make and manage phone calls and access your contacts.
  5. Tap REGISTER NOW for the Samsung Galaxy Upgrade Offer.
  6. Tap OK when prompted to sign in to your Samsung Account to redeem the offer.
  7. Fill out the required registration form and complete the required evaluation for your trade-in device:
    1. Choose your device manufacturer
    2. Choose your model
    3. Confirm condition of your device meets our eligibility requirements
      1. If your device is not eligible for the anticipated trade-in value, you will receive $50
  8. Upload receipt/proof of purchase and agree to Offer and Trade-In terms.
  9. Submit registration form by 11:59:59 PM ET on November 17, 2018.
    1. A registration confirmation will appear in the app and within 7 days, a printable trade-in shipping label with instructions to send your trade-in back to Samsung will appear in a browser to be printed immediately or downloaded to your device to print later.
      1. Use the provided shipping label to send back your device; do not have your own label created.
    2. Follow the instructions to send your trade-in device back using only the provided shipping label and box you received with your new device.
  10. Once your trade-in device evaluation is complete, this could take up to 30 days, you will receive a Visa® Virtual Reward within 3 weeks with your specified value via email or through the Shop Samsung App.

How do I register if I purchased more than 5 phones?

If you purchased multiple devices, you will need to register each device individually through the Shop Samsung app. After registering the first device, tap REGISTER ANOTHER DEVICE to continue registering your next device.

If I registered to trade-in more than one qualifying device, where can I find the trade-in status and shipping label for my other devices?

The trade-in status and shipping label for the first device you registered can be found in Menu > My Inbox. Your trade-in status and shipping label for each additional registered device will be sent to the email address you registered with. Please ensure that the correct shipping label is applied to each trade-in device prior to shipping.

The Shop Samsung app asks me for permission to make and manage phone calls. Why does Shop Samsung need access to this information?

Shop Samsung requires this Android permission to check your device IMEI for eligibility. Shop Samsung will not access your contacts or address book.

The Shop Samsung app asks me for permission to access my contacts when I tap the Register Now button on the promotion. Why does Shop Samsung need access to this information?

Shop Samsung requires this Android permission to access your Samsung Account to log you in automatically. Shop Samsung will not access your contacts or address book.

Can someone else register my offer claim on my behalf?

No, you must register your own offer claim. Rules specify that you may not have a third-party representative register on your behalf.

What kind of proof of purchase will I need to provide to redeem this offer?

You will be required to upload a proof of purchase showing an eligible device purchase between 10/5/2018 and 11/3/2018. Eligible proofs of purchase include but are not limited to:
  1. In-Store Purchase: Save your receipt/proof of purchase.
  2. Online/Phone Purchase: If you purchased online or over phone, please save your email confirmation.
  3. If you do not have any proof of purchase, you will need to return to the carrier/seller store and request a receipt/proof of purchase listing your eligible device and a purchase date between 10/5/2018 and 11/3/2018.

What happens if I purchased my Samsung device on Samsung.com or the Shop Samsung app?

If you purchased your device on Samsung.com or the Shop Samsung app, you will go through the trade-in evaluation as part of the check-out process. Based on your evaluation estimate, you will receive an instant trade-in credit for trading in your current smartphone.

Can I register to trade-in more than one qualifying device?

Yes. Use the Shop Samsung App to register your first device and then tap REGISTER ANOTHER DEVICE on the Thank You confirmation page.

Can I register a claim on each qualifying device using the same Samsung Account?

Yes, you are able to use the same Samsung Account to register a claim on each qualifying device.

What information do I need when registering my claim?

You must have your receipt/proof of purchase(s) in hand to fully complete the registration process.

If I lost my receipt/proof of purchase to the qualifying device purchase, can I still participate in this offer?

You will need to provide proof of purchase. If you do not have a receipt/proof of purchase, please see your retailer and request a new proof which can include, but is not limited to, a purchase confirmation email, receipt or packing slip, listing your eligible device and a purchase date between 10/5/2018 and 11/3/2018.

When is the latest I can enter my information in the Shop Samsung app to take advantage of this offer?

You will not be able to register for this offer after 11:59:59 PM ET on November 17, 2018, and will no longer be eligible for the offer after that time.

What happens if I am having general problems with my claim registration?

To receive help with your registration, you can engage in a Chat conversation by tapping the chat icon at the top right of your screen or you can contact Samsung Customer Support at 1-866-888-5503 for further assistance.

What do I do if I registered my information, but I have not received an email or app confirmation within 24 hours?

  1. From the app, you can check your registration status from Menu > My Inbox or online here.
  2. Check your Spam folder (emails will be sent by noreply@samsungpromotions.com or noreply2@samsungpromotions.com).
  3. If there hasn’t been an update to your registration status within 48 hours, please contact Customer Support at 1-866-888-5503.

What do I do if I am rejected?

You will receive an email explaining why your claim registration was rejected along with the steps to resubmit. You cannot resubmit an offer claim form more than one (1) time. Resubmissions must be completed by November 24, 2018. If you do not receive this email, please contact Customer Support at 1-866-888-5503.

What can I do if I receive a networking error when uploading my receipt in the Shop Samsung app?

Please note the maximum file size allowed is 12MB. Please check your file size and try uploading your receipt again.

Where should I go if I need to resubmit my claim?

If your claim has been rejected, you can resubmit your claim with receipt/proof of purchase from the link sent in the email you have received. You can check your registration status in the app from Menu > My Inbox or online here.

What should I do if I’m taking a picture of my receipt but the picture comes out blurry?

Please try to take the picture in good lighting and ensure receipt/confirmation date and qualifying device name are clearly readable. Please note the maximum file size allowed is 12MB.

How long will it be before I can see a status update after submitting a claim?

Please allow at least 24 hours after submitting, using the email address you registered with for the offer, for your registration status to become available.

Trading In Your Device:

How do I ship my trade-in device to Samsung?

Once your registration has been approved, you will receive a printable trade-in shipping label within 7 days. Use this label and the box your new phone came in to send your trade-in device back for evaluation.

What requirements does my device have to meet in order for me to receive the trade-in value?

Your trade-in device must meet the following eligibility requirements:
  1. Your device must power on, hold a charge, and not power off unexpectedly;
  2. Your device must have a functioning display with no black spots or dead pixilation of any kind;
  3. Your device must have no breaks, cracks, or other defects that go beyond normal wear and tear, including but not limited to: multiple scratches, dents, or dings; water damage; or corroded charging port, SIM, or battery terminal contacts. If a Cracked Screen Offer applies, your device may have a cracked front screen, but all other conditions apply;
  4. Your device must not be on a black list of any kind;
  5. At the time of trade-in, you must be the owner of the device; leased devices are not eligible;
  6. Reactivation Lock, Google Factory Reset Protection, or any other anti-theft locking software must be disabled on your device;
  7. Before sending your device to Samsung, you must perform a factory reset on it and remove all personal information; and
  8. Your device must be labeled with an FCC ID to show that it is certified for use in the United States under applicable FCC regulations. The FCC ID number can usually be found printed somewhere on the mobile device. Sometimes it may be necessary to remove the battery pack to find the number. The FCC ID number can also be found in the user manual for each device.

What device models can I currently trade in?

Check https://www.samsung.com/us/trade-in/ for smartphone models that currently qualify for trade-in. The types of devices eligible for trade-in may be updated at any time by Samsung. In the case of updates, the drop-down menus where you select your trade-in device at the time of your purchase of your new device will reflect any changes.

Manufacturer Model Trade-In Value Doubled Trade-in Value
LG V30 $150 $300
LG V20 $100 $200
LG G6 $150 $300
LG G5 $50 $100
Apple iPhone X $399 $600
Apple iPhone 8 Plus $317 $600
Apple iPhone 8 $279 $550
Apple iPhone 7 Plus $208 $400
Apple iPhone 7 $154 $300
Apple iPhone 6S Plus $115 $200
Apple iPhone 6S $80 $150
Apple iPhone 6 Plus $75 $150
Apple iPhone 6 $45 $100
Apple iPhone 5S $15 $50
Apple iPhone SE $20 $50
Samsung Galaxy Note8 $246 $500
Samsung Galaxy S9 $255 $500
Samsung Galaxy S9+ $312 $600
Samsung Galaxy S8+ $170 $450
Samsung Galaxy S8 $171 $400
Samsung Galaxy S7 edge $81 $200
Samsung Galaxy S7 $60 $125
Samsung Galaxy Note5 $60 $125
Samsung Galaxy S6 edge $45 $100
Samsung Galaxy S6 edge+ $60 $125
Samsung Galaxy S6 $30 $75
Samsung Galaxy S5 $15 $50
Google Pixel 2 $166 $300
Google Pixel 2 XL $201 $400
Google Pixel $66 $125
Google Pixel XL $63 $125

Why am I not getting exactly "double" the everyday trade-in value?

The trade-in values for the “double your trade in” promotion are not an exact doubling of the everyday trade-in prices, and will vary depending on trade-in device make and model. Please see the above grid for the current pricing.

I lease my device. Can I trade it in?

No — leased devices are not eligible for this Trade-In Promotion unless you purchase the leased device from your carrier before trading it in. Check with your carrier for details.

When I ship back to Samsung the device I’m trading in, should I send the charger, case, or other accessories with the device?

No — you should only ship the device back to Samsung, and if you no longer need them, discard the other accessories in accordance with your local trash and recycling regulations. No trade-in value is offered on anything other than the device, and if you do ship accessories back with the device, those accessories will not be returned.

Can I trade-in more than one device with the shipping label that was sent to me for my trade-in?

No — you should only ship one device per trade-in label for each trade-in order. No trade-in value is offered on anything other than the one trade-in device for your order.

How do I remove all of the personal information on my device before I trade it in?

Refer to the user manual or support page on Samsung’s website for how to do a factory reset on your current device, prior to shipping it back to Samsung. In addition, make sure that you remove all passwords, locks, SIM cards, and memory cards before sending the device to Samsung. If these items are sent with your device, they will not be returned. Please note that Samsung assumes no responsibility for any personal information you leave on your device when you ship it back to Samsung as a trade-in.

What happens to my device once I send it back to Samsung?

You will receive updates in the Shop Samsung app when your device has been received and evaluated; as long as the device meets the criteria described above, you don’t need to do anything else.

What if I lost or threw out the shipping label that was sent to me for my trade-in?

If you have lost or discarded the shipping label, please refer back to your original email with the shipping label or you can go into the Shop Samsung app > My Inbox to reprint or redownload the label.

What other resources are available if I have questions that are not answered by this document?

You can get additional help by calling Samsung Customer Support at: 1-866-888-5503.
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