Frequently Asked Questions
How do I participate in this promotion?
Pre-order a qualifying Samsung Galaxy S10 or S10+ between 20th February and 7th March 2019 from an eligible retailer, as per the Terms and Conditions.
Upon receipt of your qualifying purchase, submit your Claim between 8th March and 26th April 2019.
For further details on how to submit your online claim, click here.
How many times can I participate in this promotion?
A maximum of 250 claims can be submitted per person. You can only submit one claim per qualifying device.
What products are eligible for this promotion?
Samsung Galaxy S10 or S10+ devices pre-ordered from an eligible retailer between 20th February and 7th March qualify for this offer. You can see the full list of models on the Qualifying Products page.
My product is not listed as a qualifying product, is it eligible for the promotion?
Only models listed on the Qualifying Products page, ordered from eligible retailers within the pre-order period are eligible for this promotion. Unfortunately other models, including the Galaxy 10e, are not eligible for this offer.
What do I need to do to make my claim?
To submit your claim, make sure you are visiting this website on your new Galaxy S10 or S10+ device, directly from the Samsung Members app.
Simply visit the Claim Now page and submit the requested purchase and personal details, ensuring to have a copy of your proof of pre-order ready to upload. We recommend you save this on your phone before starting your claim, either by taking a photo from your phone, taking a screenshot of this or by sending this as a file to your phone from another device.
What proof of pre-order do I need to upload?
During the claim form, we shall ask you to upload a digital copy of your proof of pre-order, such as a photo or screen shot of your purchase documents from your retailer. We can accept any formal purchase confirmation (e.g. receipt, invoice, order confirmation, delivery note or contract) but this must show the below information clearly to be accepted:
- Order date
- Retailer name/logo
- Qualifying Model /IMEI number purchased
How do I upload my proof of pre-order?
Prepare your documents for upload and then during the claim process follow these steps:
To upload the document(s) select ‘Choose File’, then locate the file that you want to upload and click ‘Open’. The name of the document selected will be displayed on the web page, check this is the correct document then select ‘upload’.
If you need to add more documents repeat this process. The documents will be listed as you add them. If the wrong document was selected simply remove them by using the delete button (indicated by the ‘bin’ icon). Once all documents are loaded select next.
How do I prepare my proof of pre-order to upload during the claim process?
Physical Copy/In Store Pre-order Proof:
If you have a scanner, scan your proof of pre-order and save to your computer ready to upload.
If you do not have a scanner, take a picture with your mobile phone, digital camera or tablet. To transfer this document to your computer you can simply send it via email or transfer via USB. If you are claiming on your tablet, upload the image from your tablet’s photo library.
Digital Copy/Online Pre-order Proof:
Print and Scan as detailed under physical copy/ in store purchase.
Save your proof of purchase to your computer ready to upload.
Take a screenshot of the proof of pre-order and save as PDF or JPEG to your computer. To save your proof of purchase as a JPEG, simply paste the screenshot you have taken into Microsoft Paint and save this document to your computer as a JPEG.
If claiming from a tablet, take a screenshot of the proof of purchase and upload to the claim form from your photo library.
General Requirements for documents uploaded:
When scanning or taking a picture please ensure all the required details are clearly visible. Blurred or unclear proof of pre-order may invalidate your claim.
Uploaded documents must be in PDF document or JPEG image format. Maximum size of each document is 2Mb.
If required you can upload multiple documents, simply select the files one at the time and click upload during the claim process.
Do I need to upload a photo of my IMEI number?
During the claim form, if we don't recognise your device automatically, you may be asked to upload a photo of your IMEI number.
To find the IMEI number of your new phone, simply enter *#06# into the dial screen of your S10 or S10+. Alternatively, you should be able to find the IMEI number written on the label of the packaging box of your new S10 or S10+ device.
Why is my pre-order date not selectable in the claim form?
This is likely due to your order date being outside the promotional period.
Please refer to your proof of purchase and the Terms and Conditions of this promotion and the claim period detailed.
I have just submitted a claim, what happens next?
Your claim will be checked by one of our agents and the status of your claim will be emailed to you within 7 days from submitting your claim. You can also check the Track My Claim page on this website at any time, for an update on the progress of your claim.
I have submitted my claim but haven't had any updates, how can I check the status of my claim?
If after a week you have not received any updates on your claim, please make sure to check the email account you provided during the claim form in case our emails have been sent to your junk or spam folder. Alternatively, you can use the Track My Claim page at any time to check the latest progress of your claim.
I have received a missing information email, what does this mean and what do I have to provide?
Please refer to the email we have sent you, it may be that the details uploaded for your proof of pre-order were not sufficient to process your claim.
Common reasons for Missing Documents:
- Proof of pre-order was not legible
- Proof of pre-order did not show the price paid, products, retailer purchased from or the qualifying date your order was placed
- An incorrect document was uploaded and not a proof of pre-order
Can I change my reward?
If your claim is valid, you will receive a pair of Samsung Galaxy Buds in white delivered to the address entered on your claim. There are no other rewards or colours available for this promotion.
How long will it take to receive my reward?
We aim to dispatch your reward within 30 days of your claim being validated. Once your Galaxy Buds have been sent for delivery, we will notify you on the contact details you have provided to update you.
Why have I not received my reward?
If you have received an email to confirm approval of reward, please check the following:
- Check the email account that you provided during the claim form for further updates on your claim or the reward you are expecting.
- Review the Track My Claim page to check no updates regarding your claim or reward delivery have been missed.
- If you are still unable to locate your reward please contact us here
Contact Us Form
If you have any problems or questions related to this promotion, our customer service team will be happy to help.
By Telephone: 0345 216 0144
Lines are open Monday to Friday, 9am to 5pm. Calls will be charged at local call rates from landlines only.