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Frequently Asked Questions

How do I participate in this promotion?

Purchase a qualifying Samsung Galaxy device from an eligible retailer during the promotional period, and then submit your claim within the next 30 days.

The qualifying models, purchase periods, reward values and eligible retailers can be found in the Terms and Conditions of the promotion.

For further details on how to submit your online claim click here.


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

We can only offer the reward for purchases of qualifying products listed on the Qualifying Products section of this website.


How do I prepare my proof of purchase to upload during the claim process?

To upload your proof of purchase and IMEI/Serial Number, you will need to complete the following steps:

Physical Copy/In Store Purchase:

If you have a paper copy of your proof of purchase, such as a till receipt, you can take a photo using your phone, your tablet, a digital camera or a scanner.

If you have the IMEI of your phone or the Serial Number of your tablet/watch on the invoice you received from your retailer or printed on the side of the packaging box, take a photo of this similarly to ensure you have this ready to upload.

Digital Copy/Online Purchases:

If you have received an electronic or digital copy of your proof of purchase, such as an order email or an email attachment, then you can save this to your device ready to upload when you submit your claim.

You can also take a screenshot of the proof of purchase (using the 'Print Screen' or 'Prt Scr' button on a PC) and save this as a PDF or JPEG file to your computer. To save your proof of purchase as a JPEG, simply paste the screenshot you have taken into Microsoft Paint (by holding down the 'Control' or 'ctrl' button on a PC) and save this document to your computer as a JPEG.

To provide an image of the IMEI/Serial Number, you can perform a Screengrab from your new Samsung Galaxy device or you can even take a photo using another device. You can find the IMEI Number of your phone or the Serial Number of your tablet/watch in the settings of your new Galaxy device:

  • Phones (IMEI Number): Dial *#06#
  • Tablet (Serial Number): Apps > Settings > About Device > Status > Serial Number
  • Watch (Serial Number): Settings > About Watch > Serial number

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.

Remember, if you are not using the same device to make your claim that you have taken the photo with, don’t forget to transfer this by using Bluetooth, email or USB.


Where can I find the IMEI or Serial Number for my new Samsung Galaxy device?

During the claim form, we will ask you to confirm the IMEI Number of your new phone, or the Serial Number (S/N) of your new tablet or watch.

The IMEI of your Galaxy phone will be 15 digits long, whilst the Serial Number of your Galaxy Tablet/Watch will be a mix of letters and number 11 characters long.

If you have the packaging box of your new Samsung Galaxy device you will typically find the IMEI or Serial Number on the label. You can also find the IMEI or Serial Number in the settings of your new device however by following the below steps:

  • Phones (IMEI Number): Dial *#06#
  • Tablet (Serial Number): Apps > Settings > About Device > Status > Serial Number
  • Watch (Serial Number): Settings > About Watch > Serial number

Please note that during the claim form you may be asked to upload a photograph of the IMEI number of your phone or the Serial number of your Tablet/Watch. We recommend you have this ready to upload along with your proof of purchase before starting your claim.


Why can’t I select my purchase date?

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

  • You have not submitted your claim within 30 days of your purchase date
  • Your purchase date is outside the promotional period

Please refer to your proof of purchase and the Terms and Conditions of this promotion and the claim period detailed.


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.


What payment details will I need to provide during the online claiming process?

You will need to provide the following details:

  • Account Number
  • Sort Code
  • Account Holder's Name

I have just submitted a claim, what happens next?

Your claim will be checked by one of our agents and an update sent to you by email within the next few working days.

You can also keep up to date on the status of your claim by visiting the Track My Claim page for an update on its progress.


I have submitted a claim but I haven't received any further updates, what should I do?

You can check the progress of your claim at any time by visiting the Track My Claim page, and entering your Claim ID and email address.

We will also send you emails every time we update your claim, so please make sure to check the email address you provided when submitting your claim (including your junk/spam folder).


I have been emailed for missing information, what do I need to do next?

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 Information emails being sent:

  • Proof of purchase was not legible
  • Proof of Purchase did not show the price paid, products or retailer purchased from
  • An incorrect document was uploaded and not a proof of purchase
  • The IMEI or Serial Number you entered on your claim is invalid

How long will it take to receive my reward?

Whilst we will aim to make payments sooner, please note that payments can take up to 30 days to be made from the date your claim is validated, as per the Terms.

To check the progress of your claim, please visit the Track My Claim page for an update on its status.


Why have I not received my reward?

If your claim has been validated, please check the following:

  • Ensure you have waited 30 days from receiving your email confirming claim Validation
  • Check that your claim shows as 'Processed' on the Track My Claim page
  • You have allowed 5 days from receiving a 'Payment Processed' email for the funds to clear into your given bank account
  • Review your bank statements for the reward amount that you are expecting

If you have checked the above and are still unable to locate your payment 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: 03452160045

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