Samsung S24 Pre-order Issues with Samsung

Thanks for reaffirming it may not just be me dealing with this!  I saw a Reddit thread with a ton of people identifying the same issue as well.   And same issue last year with the S23 launch.

That said, I dealt with Samsung chat earlier and ended up wasting a ton of time to get nowhere.   So just tried Tweeting Samsung/T-Mobile at the same time.  T-mobile responded promptly and has been super helpful in identifying/sorting through what my issue may be (fixes won't be in place for another day or two so cannot confirm yet to be sure).

My specific issue seems to be rooted in the fact that I previously had a legacy plan that I had carried forward from Sprint.  Even though my family is now on the Go5g Plus plan,  apparently there were some "blockers" from the old plan still attached to my account.  The service rep has been working on getting any remnants of the old plan removed in the background so Samsung.com won't flag the account as ineligible and I can push through the upgrade with the other promos as expected.

Hope this helps and good luck!

I'm having the exact same problem. I contacted T-Mobile today and they said to contact Samsung. I contacted Samsung last night through the chat with an expert button that was next to the carrier selection area and they said we can't answer these questions.

Our account is valid and we are eligible for a T-Mobile Installment Plan.

HeavenM wrote:

Sail2020 wrote:

HeavenM wrote:

gramps28 wrote:

lnegron wrote:

I have an account with tmobile. Can I upgrade my phone to the s24 through Samsung and not affect my current plan with tmo?

 

Sí

As long as you have a regular individual account. If you have a business, government, or employee account, you would need to go directly through T-Mobile using your preferred resource: online, in the app, over the phone or in store. 

Here's a question.  What does Tmobile consider an employee account?  Was the insider promotion they were running several years ago the same as an employee account?  I would assume actual employees get a much better deal than that but perhaps Tmobile flagged that as a true employee account and that's causing the problem.

A T-Mobile rep specifically told me it wasn’t but who knows.  

An employee account could be that you work for T-Mobile or if you work for a company that provides a discount on your monthly bill. If you get a discount because of your employer that is not T-Mobile, then you would be on an MCSA account like eden77 mentions. 

An insider discount does not change your account type, so if you are on an individual regular account and get an insider discount, you could still place your order through Samsung’s website. 

I can confirm that neither of those apply to me but I am still unable to place an order on Samsung’s site and so far TMobile has done nothing to address the situation other than blame Samsung (and Samsung blames Tmobile)

I've been such a big fan for years so it's very disappointing that this cannot get resolved or at least a fair work around offered (T-Mobile could just offer me a similar discount to what Samsung is, but they won't.) To upgrade my family from Tmobile's side rather than Samsung's side is going to cost me around $400 more. All Tmobile will offer is to waive the $35 activation fee, something you don't pay for on Samsung's site anyway.  Thanks for nothing guys.

I have spent HOURS on the phone with T-Mobile and nobody can escalate or fix (or even figure out the issue). I have to do all the work myself and tell them how to fix it and they still can't. 

are you trying to upgrade one device or multiple at once? and have you contact Samsung in case the issue is on their side and not so much TMOs?

Only upgrading one device.  The watch/product coverage are just add-ons to use up the promotional credits.  I am reaching out to both Samsung and T-Mobile as initial run at Samsung customer service did not really get anywhere.

i have a feeling its an issue on their side. if it were on TMOs you would see the site getting hammered by posters running into this. especially since the pre order kicked off yesterday.

I did not see a post for this either side so thus the post creation on both sides.  Even if it is an issue on the Samsung side, if it is impacting other T-Mobile users, this would be a logical place to see resolutions achieved.

not overly seeing as how the site is primarily peer to peer assistance.

@HeavenM  have you heard of any issues popping up with the preorder?

It is amazing to have so many ways to order devices, get great deals, and have it all on your T-Mobile account. 

It is important that the plan is correct, so it is good that you made sure that you are on Go5G Plus/Next plan. Samsung.com allows Individual Regular accounts to order devices on the T-Mobile account with the available promotions. If you have a Business, Government, or Employee account you can still take advantage of the promotions, just not through the Samsung Website. 

Are you on a different kind of account type or are you getting any discounts on your T-Mobile account from your employer?

np110 wrote:

I am attempting to take advantage of the pre-order special for the Samsung Galaxy S24 Ultra directly from Samsung.com because their offer is better than T-Mobile. Samsung.com is offering the same trade-in credit as T-Mobile but additional credits towards a Samsung Galaxy 6 Classic watch and Coverage. 

 

So purchasing directly with Samsung.com is the far more lucrative route to go; however, despite the fact that I have a normal T-Mobile Go5g Plus plan, the Samsung website still keeps rejecting my attempts to complete purchase with the following error message:

 

"Your account type is not supported on Samsung.com. Please see the non supported account types listed on the page."

 

To reiterate, my account is not any one of the exempt types listed on that page and all of the rest of our phones utilize carrier finance without issue.

 

Can someone please assist in trying to resolve this issue?

 

¡Gracias!

I have been dealing with the same issue since the 17th at the start of pre-order. I've dealt with Samsung and T-Mobile both multiple times and no one can seem to get a handle on what's going on. I'm so irritated that I'm going to lose out on all the benefit of going through Samsung because I'm going to eventually be forced to go through T-Mobile just to get the phone. No one's doing anything they've now escalated my case but it's literally like talking to a wall. This alone makes me want to take my business elsewhere and I've been a loyal Samsung customer for years. Absolutely ridiculous. Don't offer a pre-order deal to all customers on your site and then stop them from actually being able to do so.