United Kingdom

Frequently Asked Questions

How do I qualify for this promotion?

Firstly, purchase of a qualifying Samsung Galaxy phone from O2 between 20th February & 23rd March 2020. Afterwards, submit your online claim on your new Galaxy handset via the Samsung Members app within 30 days of your purchase date to claim a free pair of AKG N60 headphones.

Qualifying Products are detailed on the Qualifying Products page.

View our How It Works page for further details on how to submit your online claim, or see the Terms and Conditions for full promotional details.


How do I make a claim for this promotion?

Following your purchase of a qualifying Samsung Galaxy phone from O2 between 20th February & 23rd March 2020, submit an online claim on your new handset via the Samsung Members app within 30 days of your purchase date.

To submit your claim for this promotion, you must first log in to the Samsung Members app on your new handset using either an existing or newly created Samsung Account. Once logged in, simply visit the 'Benefits' section of the Samsung Members app, click on the promotional banner and select 'View details' to begin your claim.

During the claim form you will be asked to upload a digital copy of your proof of purchase, as well as purchase and personal details.

For full details about this offer, please see the Terms and Conditions, or for information about how we manage your personal data please see the Samsung privacy policy.


How many times can I participate in this promotion?

A maximum of two (2) claims are permitted to be claimed per person or household for this promotion.


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 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 proof of purchase:

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 proof of purchase:

Print and Scan as detailed under 'Physical proof of purchase'.

Save your proof of purchase to your computer ready to upload.

Take a screenshot of the proof of purchase and save as PDF, PNG 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, PNG image 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.


Where can I find my IMEI number?

During the claim form, we will ask you to confirm the IMEI Number of your new Samsung Galaxy phone.

The IMEI number will be 15 digits long. This should be printed on the side of the packaging box of your new Samsung Galaxy device, however you can also find this in the Settings of your new device.

You can also simply type *#06# into the dial screen of your phone, and your IMEI number will appear on the screen.


Why can’t I select my purchase date?

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

  • You are too late to submit a claim for this promotion (all claims must be made within 30 days of your purchase date)
  • Your purchase date is outside the promotional period (all purchases must be made between 20th February and 23rd March 2020)

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.


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. We will keep you up to date on the status of your claim via email, you can also check the Claim Tracker function on this website as to the status of your claim.


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

Please check the email account you provided during the claim form for emails related to this promotion. Ensure you check your junk or spam email folder. Alternatively, you can use the ‘Claim Tracker’ function on this website.


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 Information:

  • Proof of Purchase did not show the price paid, qualifying model or the retailer from which you purchased
  • An incorrect document was uploaded or the correct document was provided but was not legible
  • IMEI number you entered on your claim is invalid

How long will it take to receive my reward?

We aim to dispatch your AKG N60 headphones within 45 days of your claim being validated. Once your reward has been sent out for delivery, we will update you via the contact details you have provided during the claim form to let you know this has been dispatched.


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 notify us using the contact 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.


Contact Us Form


If you have any problems or questions related to this promotion, our customer service team will be happy to help.