Samsung Turn Up Your Play Offer

Frequently Asked Questions

Pre-order a Galaxy Note9 from 8/10 - 8/23 and choose AKG noise cancelling headphones or the unique Fortnite Galaxy skin with 15,000 V-bucks, for free—or both for $99.*
*With valid offer claim. Supplies are limited. Terms and conditions apply.

Valid Pre-Order Dates: 8/10/2018 - 8/23/2018
Valid Registration Dates: 8/20/2018 - 10/4/2018
Resubmission Deadline: 10/11/2018

Who is eligible to participate in the Samsung Turn Up Your Play Offer?

Any US/DC/PR/USVI resident who is at least 18 years of age who purchased a new Samsung Galaxy Note9 between 8/10/2018 and 8/23/2018. 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 qualifies.

Can I also register my purchase for another Samsung offer?

Yes, you can combine this offer with other carrier, retailer and Samsung offers.

What will I receive with a new Samsung Galaxy Note9 purchase in this offer?

If you selected the free AKG noise cancelling headphones:
Upon approval, your new AKG noise cancelling headphones will be sent to the address you registered with in approximately 6 to 8 weeks.

If you selected the Game Bundle:
Upon approval, your Fortnite Galaxy Skin and 15,000 V-bucks will be sent digitally to the email address you registered with.

If you selected the $99 bundle with AKG noise cancelling headphones and Game Bundle:
Upon approval, tap BUY NOW on the Thank You confirmation page to purchase your new AKG noise cancelling headphones and your Fortnite Galaxy skin with 15,000 V-bucks, together. You should purchase immediately as quantities are limited. After your purchase is complete, your AKG headphones will be mailed to the address you registered with in approximately 2 weeks. Your Game Bundle will be sent digitally to the email address you registered with in 24-48 hours.

Supplies are limited. Terms and Conditions apply.

If I live in Puerto Rico or the US Virgin Islands, what gifts do I qualify for?

If you live in PR or USVI, you are eligible to receive the free gifts only: AKG noise cancelling headphones or the Game Bundle.

How do I register using the Shop Samsung app?

  1. Download and install the Shop Samsung app on your Samsung Galaxy Note9 device from the Google Play store and install the app.
  2. Open the Shop Samsung app, tap the “Menu Icon” on top left > select “My Inbox” > Turn Up Your Play offer.
  3. Tap SEE IF I’M ELIGIBLE to get started.
  4. Tap ALLOW when prompted to allow Shop Samsung to make and manage phone calls.
  5. Tap ALLOW when prompted to allow Shop Samsung to access your contacts.
  6. Tap REGISTER NOW for the Samsung Turn Up Your Play Offer.
  7. Tap OK when prompted to sign in to your Samsung Account to redeem the offer.
  8. Fill out the required information, and if prompted, upload receipt/proof of pre-order, which can include, but is not limited to, a pre-order confirmation email, receipt or packing slip by 11:59:59 PM ET on October 4, 2018.

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.

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?

If you’ve pre-ordered a Samsung Galaxy Note9 between 8/10/2018 and 8/23/2018 you may not need to provide any additional proof of purchase. If prompted to provide proof of pre-order, you can use:
  1. In-Store Purchase: Save your receipt/proof of pre-order.
  2. Online/Phone Purchase: If pre-ordered online or over phone, please save your email confirmation.
  3. If you do not have any proof of pre-order, you will need to return to the carrier/seller store and request a receipt/proof of pre-order with the eligible Galaxy Note9 as well as its pre-order date listed.

I pre-ordered my Galaxy Note9 on Samsung.com or Shop Samsung. How do I redeem my Game Bundle?

If you pre-ordered your Galaxy Note9 from 8/10/2018 - 8/23/2018 and selected one of the special offers below, the Game Bundle redemption instructions will be emailed to you after your Galaxy Note9 has shipped.

  • Fortnite Galaxy Skin and 15,000 V-bucks (FREE)
  • AKG Noise Cancelling Headphones, Fortnite Galaxy Skin, and 15,000 V-bucks ($99)

If you still have not received this email, please contact 1.855.SAM.USA1 for further assistance.

Do I need a Samsung or Epic Games account to redeem my 15,000 V-Bucks?

You will need an Epic Games account (new or existing) to redeem your 15,000 V-bucks gift. You will need to sign into your Samsung Account and install Fortnite using the instructions below (not from the Google Play store) on your Galaxy Note9, before you can redeem your Galaxy Skin.

How do I redeem my 15,000 V-Bucks and get the Galaxy skin?

Follow the steps below:
  1. After you are approved for the Game bundle or have purchased the $99 bundle, you’ll receive an approval email.
  2. From your Galaxy Note9 device, open your approval email or Shop Samsung app > “My Inbox” and click REDEEM MY GAME BUNDLE.
  3. Sign in to your Epic Games account or sign up for a new Epic Games account.
  4. Tap ALLOW to allow Shop Samsung to access your Epic Games account to award your V-bucks and Galaxy Skin.
  5. After you are successfully signed in, your 15,000 V-bucks and Galaxy Skin will be awarded to your account. Please allow up to 24 hours for your V-bucks to appear. You can redeem your V-bucks for in-game purchases or use them anywhere V-bucks are accepted.
  6. From the V-bucks confirmation page, click DOWNLOAD FORTNITE.
  7. This will open the Game Launcher on your Galaxy Note9 and take you directly to the Fortnite Installer.
  8. Click OPEN, to open the app and then click INSTALL AND OPEN.
    Note: This will install and open the game on your Galaxy Note9. Make sure you are signed in to your Samsung Account.
  9. After Fortnite is installed, agree to the terms to open and play the game from your Galaxy Note9.
    Note: The Fortnite Installer will be visible in your app tray after you install it.
  10. To redeem your Galaxy skin, make sure you are signed in to your Samsung Account on your Galaxy Note9 and open the game. Once you are in the game, go to the store lab.
  11. Your Galaxy skin will be available in your LOCKER within your ACCOUNT AND EQUIPMENT.

What happens if I pre-ordered my Samsung Galaxy Note9 on Samsung.com or the Shop Samsung app?

Great news! Samsung Galaxy Note9 devices pre-ordered on Samsung.com or Shop Samsung are eligible for this offer. You simply select your gift at checkout and do not need to register.

Can I register for 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 pre-order(s) in hand (if prompted) to fully complete the registration process.

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

If registering for the promotion via an eligible Samsung Galaxy Note9 device, you may not need a receipt/proof of pre-order to participate. If prompted, you will need to provide proof of pre-order. If you do not have a receipt/proof of pre-order, please see your retailer and request a new proof which can include, but is not limited to, a pre-order confirmation email, receipt or packing slip, listing your eligible Samsung Galaxy Note9 and the date you pre-ordered it.

Am I able to submit an Offer Claim Form if I pre-ordered a Samsung Galaxy Note9 on Samsung.com or the Shop Samsung App, but opted out of selecting a gift at checkout?

Unfortunately, you will not be eligible to submit an Offer Claim Form in this case. Your gift must be selected at checkout to obtain your gift.

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 October 4, 2018, and will no longer be eligible for the offer after that time.

What happens if I have issues with or questions about Fortnite?

If you have questions specific to Fortnite, please reference the Fortnite FAQ page.
For additional questions, please contact Fortnite support at fortnitehelp.epicgames.com.

What if I am having issues accessing the Epic Games Launcher?

If you are receiving an error message or need help accessing the Epic Games Launcher, please go to https://epicgames.helpshift.com/a/epic-launcher/ for support and troubleshooting.

Do my V-Bucks/Galaxy Skin expire?

Your V-bucks, skins and other cosmetics do not expire. After you purchase them, they are on your account to use whenever you would like. The Galaxy skin will be available to redeem after 8/24/2018 and until 12/31/2018. Once a consumer adds the Galaxy Skin to their Fortnite account, it is theirs to keep.

Is my Galaxy Skin available for Fortnite on other consoles? (i.e. XBOX One, PS4)

Your V-bucks and Galaxy Skin will be available for use on any platform that you play on after redeeming it on your Samsung device.

I have a Fortnite account already, can I use my same account on Galaxy Note9?

Yes, when accessing the game for the first time you will be prompted to sign into your existing Epic Games account.

If I use my existing Fortnite account on my Galaxy Note9, can I still access it on other consoles?

Yes, you can access the same account on other platforms.

If I use my existing Fortnite account on my Galaxy Note9, do I have access to my same purchased/earned content?

Yes, you will have access to any content that you have previously purchased/unlocked on that account.

Does Fortnite require network access to play?

You will need to either have a data connection or be connected to wifi in order to play Fortnite on your Samsung device.
 

Does Fortnite require a paid subscription for me to play?

No, Fortnite is completely free to play with no subscription required.
 

Can I access multiple Fortnite accounts on my Galaxy Note9 device? (i.e. I have a family memberwho wants to play)

Only one account may be signed in to Fortnite at any time. You can access multiple accounts on the same device but you will need to sign out of one account from the game menu before being able to access the other account.
 

Can my Galaxy Skin and 15,000 V-Bucks be split between Fortnite accounts or can I apply to only one account?

Promotional items are only available for use on the account that purchased or unlocked the item. You are not able to transfer content between accounts.
 

Is Fortnite exclusive to Galaxy Note9 on Android devices?

Fortnite is available on any Samsung device. The Galaxy Skin promotion is exclusive to users with Note9 or Tab S4 devices.

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 October 11, 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 pre-order 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.

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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