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New Member
Posts: 5
Registered: ‎09-10-2021

TMobile Samsung device not recognized by T-Mobile or Samsung

I purchase a brand new T-Mobile Samsung S21U on Sunday from my local Best Buy.
The Samsung Members app and Shop Samsung app both refuse to process my product registration when supplying it with the IMEI and serial number of the device. There is also an option to upload the store receipt which it also rejects.
Are Best Buy T-Mobile Samsung mobile devices not eligible for Samsung product registration here in the USA?
Not sure if it helps but when I log into My T-Mobile website it also doesn't recognize my T-Mobile branded Samsung S21U.

Posts: 11,229
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Registered: ‎11-10-2008

Re: TMobile Samsung device not recognized by T-Mobile or Samsung

I would go to the store and see if they can help you as it sounds like the item may have not been scanned in properly. If this is a tablet with cellular data the mobile department should be able to help with the activation process.

Best Buy Forums Super User since 2008. Please note I am not employed by Best Buy and I answer questions on my own time. If you find something helpful please add kudos to it. Should something solve your issue please remember to mark inquiries as solved.
New Member
Posts: 5
Registered: ‎09-10-2021

Re: TMobile Samsung device not recognized by T-Mobile or Samsung

The device was processed as a T-Mobile upgrade at the Best Buy store. Even the new sim in the s21U box had my existing number on it by the time I got home as my current sim went offline without me contacting TMobile.
Posts: 1,810
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Registered: ‎11-23-2018

Re: TMobile Samsung device not recognized by T-Mobile or Samsung

Hey, Frederickdawg, and welcome to our online community!


Thanks for reaching out on our forum for support with your Samsung purchase. I hate to hear you haven't been able to register your device, and I can imagine your concern with this. Were you able to visit your local Best Buy to discuss this situation, as hockeycanuckjc suggested? That'd typically be the best solution in this case.


Regards,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎09-10-2021

Re: TMobile Samsung device not recognized by T-Mobile or Samsung

I just lost 4 hours of life speaking to Samsung . Started with Samsung online chat , then told to call Samsung accounts then Samsung sales then warranty.
They assured me my warranty is valid through October 2022 when though after uploading the receipt or showed Sept 4th 2021 was warranty expiration which is the date of purchase.
Posts: 1,810
Topics: 91
Kudos: 291
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Registered: ‎11-23-2018

Re: TMobile Samsung device not recognized by T-Mobile or Samsung

Thanks for sharing that additional information!

 

If you'd like, I can take a closer look at this situation and do what I can to help. To start, please send me a private message including your full name, email, phone number, and customer service PIN located at the bottom of your receipt. You can find the blue option to message me to the right of my name below.

 

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!