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Frequently Asked Questions

How do I participate in this promotion?

Firstly, purchase a qualifying Samsung Galaxy S10 or S10 5G from a Participating Retailer between 9th and 30th September 2019.

Then submit your Claim within 30 days from purchasing your eligible Galaxy phone, as per the Terms and Conditions.

For more details on this offer, visit the How It Works or Terms and Conditions pages.


How many times can I participate in this promotion?

A maximum one claim is permitted per person.


My product is not listed as a qualifying product, is it eligible for the promotion?

Only Samsung Galaxy S10 or S10 5G models purchased from a Participating Retailer between 9th and 30th September 2019 are eligible for this promotion. Unfortunately other models, including the Galaxy S10+ or S10e, are not eligible for this offer.


What do I need to do to make my claim?

Simply visit the Claim Now page and submit the requested purchase and personal details, ensuring to have a copy of your proof of purchase ready to upload.


What proof of purchase do I need to upload?

During the claim form, we shall ask you to upload a digital copy of your proof of purchase, such as a photo or screen shot of your purchase documents.

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:

  • Retailer name/logo
  • Date of Purchase
  • Model name/IMEI number

How do I upload my proof of purchase?

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 purchase to upload during the claim process?

Physical Copy/In Store purchase Proof:

If you have a scanner, scan your proof of purchase 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 purchase 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 purchase 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 purchase may invalidate your claim.

Uploaded documents must be in PDF document or JPEG image format. Maximum size of each document is 10MB.

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 5G. Alternatively, you should be able to find the IMEI number written on the label of the packaging box of your new Samsung Galaxy device.


Why is my purchase date not selectable in the claim form?

This is likely to be for one of the following reasons:

  • Your purchase was made outside of the promotion purchase period, and so does not qualify
  • You have now made your claim within 30 days from your purchase date, and are now too late to participate in this offer

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 purchase were not sufficient to process your claim.

Common reasons for Missing Documents:

  • Proof of purchase was not legible
  • Proof of purchase 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 purchase

Can I change my reward?

Once your claim is validated, you will receive your silver Galaxy Watch Active within 45 days to the address you have provided on your claim.


How long will it take to receive my reward?

We aim to dispatch your reward within 45 days of your claim being validated. Once your silver Galaxy Watch Active has 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 using the form below.

My reward has a fault, who do I need to contact for assistance?

We take the utmost care in ensuring all rewards are received as quickly and in carefully as possible for you to enjoy. If however you find your reward is faulty upon delivery, please contact us using the Contact Form below within 31 days from this being delivered to you, and we shall be happy to assist you in having this replaced free of charge.

If your reward develops a technical fault after this timeframe meanwhile, you can still contact the Samsung Warranty team for support in having your reward repaired or replaced. Please visit the Samsung Warranty page https://www.samsung.com/uk/support/warranty/#contact for full details and contact information.

Can I change my reward?

If your claim is valid, you will receive a Galaxy Watch Active in silver delivered to the address entered on your claim. Unfortunately there are no other rewards or colour options available for this promotion.


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: 016950667

Lines are open Monday to Friday, 9am to 5pm. Calls will be charged at local call rates from landlines only.