How do I track the status of my claim?

You can track your claim status here: https://samsung-redemption.com/customer/#/sasso/AU-unified

When will I receive my gift, and who will deliver it?

Samsung engage with multiple delivery partners to deliver our physical promotional gifts/GWP gifts once promotional claims have been validated. Please review the T&Cs for your specific promotion above for further detail on delivery method and timelines.

Can I change my delivery address?

Once the claim has been submitted and validated in the Samsung promotions system, the delivery address information cannot be changed or updated.

What is a valid Proof of Purchase (POP)?

For a POP to be valid, it MUST include the below information: 1) Valid Purchase Date (order date in the case of a pre-ordered device) as outlined in the Terms & Conditions 2) Product Purchased 3) Participating Retailer You can upload up to three Proof of Purchase Document that may be one of the following: 1) Tax Invoice showing a valid purchase date - Optus Tax Invoice with IMEI ( See Example ) - Optus Tax Invoice without IMEI ( See Example ) - Harvey Norman Tax Invoice (Direct Ship from Optus) ( See Example ) - Domayne/Joyce Mayne Tax Invoice (Direct Ship from Optus) ( See Example ) 2) Delivery Note - included in the delivery parcel of your purchased device. Packing slips can only be accepted as Proof of Purchase if they fall within the promotional period. If date is outside of that, you will need to attach a supporting document that includes the date of purchase (e.g. Contract letter, Tax Invoice) ( See Example ) 3) MOA (My Optus App) Account Screen ( See Example ) 4) Customer Authority Form ( See Example ) 5) Optus Proof of Purchase Letter ( See Example )

I can’t attach my Proof of Purchase (POP)

The maximum size of a proof of purchase attachment is 5MB, and file types accepted are png, jpeg, jpg and pdf. If you have tried the above and are still unable to attach, please email your attachment together with the redemption ID and we will attempt to upload it for you. Email: telco-promos@samsung.com

How many claims can I submit?

Customers can claim one gift per eligible device purchase. The maximum number of claims may vary for each promotion. Please always refer to the Terms & Conditions as the guideline.

My IMEI shows as invalid

Please ensure you are typing the 15-digit IMEI number only. If you have tried this, please send through a copy of your Proof of Purchase document, as well as a screenshot/photo of your IMEI number on the phone itself to telco-promos@samsung.com. We can then escalate this for you for investigation.

Where do I find my IMEI number?

You can find the 15 digit IMEI number by pressing *#06# on your keypad, or follow the directions on Samsung.com

My claim has been rejected

You should check that you have purchased an eligible product within the promotional period via the terms and conditions of each respective promotion. Please also check that your proof of purchase includes all of the necessary details as outlined above in the ‘What is a valid Proof of Purchase?’.

Has my claim been accepted?

If your redemption status shows “Validation Completed” or “Pending Shipping”, that means your redemption request has been validated and approved. For GWP claim with (“ AUE ” and “ AUGE ” pre-fix), you will receive an email with the tracking details when the gift has been shipped.

My Claim has been approved – What to expect next?

Once your claim has been approved, you will receive an SMS with your Delivery Order Reference. Notification via SMS will be shared for Metro to confirm Delivery date. Options will be shared to allow updates to booking dates via Self-Service Portal or by contacting the courier direct quoting your tracking number. Regional areas will receive an outbound call once gift has reached local DC to organise your Delivery date.

I missed my Gift Delivery – What do I do now?

If you have missed your first delivery booking, the Delivery partner will attempt to re-deliver again for the next available time slot. You will receive confirmation of this new booking via SMS (For Metro locations) and by Phone call (Regional locations) If this time does not suit, you can manage your booking by following the links provided in your SMS or contacting the delivery partner. If your second attempt at delivery is also missed, your Delivery order will be cancelled. Samsung Customer Care will reach out to you if this happens to discuss next steps.

I received my GWP gift and there is a fault. Is this covered by warranty?

All GWP gifts comes with a warranty. Please retain your Proof of Warranty Letter and pop into a Samsung Store where they can help you out, alternatively you can call our Samsung Care team: https://www.samsung.com/au/info/contactus/

My Samsung Account is locked

Please use the below link and select “Reset Password”, then enter your email address https://account.samsung.com/accounts/v1/MBR/resetPassword# Once this is completed, an email will be sent to your email account with a link to reset your password.

I don’t know my Samsung Account

Please use the below link and select “Find ID”, then enter your First name, Last name and Date of birth then select “FIND MY ID”. https://account.samsung.com/accounts/v1/MBR/findId The system will then provide you with secure information regarding your registered email account for your Samsung Account.

I don’t want to create a Samsung Account?

A valid Samsung Account is required in order to submit an eligible redemption as per the Terms and Conditions. To create a new Samsung Account please follow the link below: https://account.samsung.com/membership/intro

The promotion has expired, can I still claim?

Unfortunately once the redemption period has ended, we are no longer accepting new claims. You can find information on our promotion and redemption period in each promotion’s Terms and Conditions.