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Sign in to manage your Flex loan

Existing customers may be eligible to upgrade early. Sign in to view your options now.

Upgrade early today!

If you’ve received an email inviting you to upgrade early, you’ll be able to purchase the latest Galaxy device at no extra cost to you*, when you send back your current device and purchase a new one on Samsung Flex**

Frequently asked questions

Can I upgrade early on Flex?

Whilst mid-contract upgrades aren’t offered on Flex, we may still offer it at our discretion.
If you have been invited to upgrade early, you will receive an email with the details on how to take advantage of the offer.

What condition must my phone meet to be bought back?

  • It powers on and holds charge
  • It is fully functional and has no software or hardware faults
  • It has a fully functioning display. There are no visible imperfections, blemishes, discolouration or signs of image retention
  • It only shows normal wear and tear and there are no cracks in the screen or back glass
  • The casing around the device (including the camera lens) is not cracked
  • There is no liquid damage to the device whatsoever
  • It has not been personalised with custom engraving

If your phone does not meet these criteria, your phone can still be bought back; however, a surcharge may apply, depending on the level of damage. Surcharges are listed below.

  Galazy Z Fold5Galazy Z Flip5 Galaxy S24, S24, S25 Galaxy S23+, S24+, S25+ Galaxy S23 Ultra, S24 Ultra, S25 Ultra
Back glass damaged£100.00£100.00 £50.00 £50.00 £50.00
Screen damaged £150.00£150.00£100.00 £125.00 £150.00
Both damaged £200.00£200.00£150.00 £175.00 £200.00
Any other fault £100.00£100.00£50.00 £50.00 £50.00
Missing s-pen N/AN/AN/A N/A £15.00

If your phone is damaged beyond repair, we’re afraid it cannot be bought back and will be returned to you, and you will still be required to make the final settlement payment.

What happens if I want to keep my device at the end of the term?

If you want to keep your phone at the end of the term, you do not need to do anything. The final settlement payment will be taken at the end of your agreement.

What criteria do I need to apply for a loan?

Samsung Flex from Samsung Finance is only available for purchases of samsung products online. To be eligible, you must be a uk resident over 18 years of age, hold a uk bank or building society account which allows direct debit set-up and have a valid identification document such as a passport, full or provisional driving licence or an eu identity card.
We will also ask you for your address history for the last three years, your financial dependencies, your annual income and, if employed, your employer’s name.

When will my monthly direct debit be taken?

Your first direct debit repayment will be a month from the date you received your goods. This will be detailed in your welcome email and Samsung Finance customer portal. You can change the date of your direct debit after the first repayment has been made.

What if I change my mind?

If you change your mind and no longer want the loan, you’ll have 14 days to cancel your loan agreement from the date we confirm to you in writing that we have entered into this credit agreement or (if later) the date you received the goods. Just call us on 0333 00 33 777† (lines are open 9am to 6pm Monday to Saturday) or email support@samsungfinance.co.uk. You will need to arrange for your loan to be repaid in full or return your goods and services to samsung as per their terms and conditions of sale within 30 days from the date you notify us that you wish to cancel. We won’t charge you any fees or interest for doing this. After this 14-day period you'll be bound by the terms of your loan, but we don’t charge any early settlement fees if you wish to repay your loan in full or make any overpayments.

How do I register with the customer portal?

The Samsung Finance customer portal contains all your loan documentation, shows you when your next payment is due and allows you to make additional or catch-up repayments on your loan if needed. You will receive an email notification once your loan agreement has been processed. This welcome email will contain your loan agreement and details for when your loan will activate. It also provides you with information on how to register and manage your online account. If you forget your password, you can access your customer portal through www.samsungfinance.co.uk and select ‘forgotten your password’ and follow the instructions.

How do I change my contact details?

To change your name, address or email please contact us on 0333 00 33 777† (lines are open 9am to 6pm Monday to Saturday). Due to security reasons, only the person who has the loan with Samsung Finance can make these changes.

Can I change my direct debit details?

You can change the date of your direct debit after your first repayment. To make any changes to your direct debit, please call us on 0333 00 33 777† (lines are open 9am to 6pm Monday to Saturday).

Can I increase my borrowing?

We understand that situations may change and you may wish to purchase additional samsung goods and services. Your existing loan cannot be increased; however, subject to your financial circumstances and a good repayment history with Samsung Finance, you may be eligible for a further loan agreement. Please note that the rate we offer on any new loan could be higher than your existing loan but no higher than 9.9%. The loan amount and the rate we will lend you will depend on your personal circumstances and credit assessment.

How do I request my annual statement?

The easiest way to get a copy of your statement is to download it from the Samsung Finance customer portal. This will be the same as the copy we will send you annually by email.

What happens if I miss a payment?

If you think you’re going to miss a repayment or your payment will be late, we ask that you contact us immediately on 0333 00 33 777† (lines are open 9am to 6pm Monday to Saturday). If a payment is received late or missed, this will be registered with a credit reference agency and could affect your credit rating. We may charge you a late payment fee of £12 on any late or missed payments under your credit agreement. Missing payments could have serious consequences. You may have to repay what you owe us early. Your credit records may be affected making it harder or more expensive to borrow in future. It could also result in legal proceedings being taken against you to recover what you owe. We want to help you avoid this, so if you think you will have any problems repaying your loan, please contact us immediately on 0333 00 33 777† (lines are open 9am to 6pm Monday to Saturday).

What Can I do if I'm having financial difficulties?

If you are having financial difficulties, worried about making your repayments or you’ve already slipped behind, we are here to help you and find the support you need. Whatever the reason for the issues you have, we'll help you find a solution that works for you. Please contact us on 0333 00 33 777 (lines are open 9am to 6pm Monday to Saturday). For free and impartial debt support, you could also talk to:

-Money helper: www.moneyhelper.org
-Citizens advice bureau: www.citizensadvice.org.uk
-Step change: www.stepchange.org
-Debt advice foundation: www.debtadvicefoundation.org
-National debt line: www.nationaldebtline.org

How do I complain?

We aim to always provide the highest level of service to our customers. Should you feel that we have failed to meet your expectations, please get in contact with us on 0333 00 33 777† (lines are open 9am to 6pm Monday to Saturday) so that we can put it right quickly. Complaints can be made over the telephone or by email to: complaints@samsungfinance.co.uk
As soon as we receive your complaint, we’ll investigate the issue raised and try to resolve the matter as soon as we can. We will keep you updated on our progress where the investigation takes more time. We endeavour to resolve any concerns you raise with us; however, if you are not satisfied with the outcome or you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the financial ombudsman service:
Email: complaint.info@financial-ombudsman.org.uk
Call: 0800 023 4567
Write to: the financial ombudsman service, exchange tower, harbour exchange square london e14 9sr.

How do I request my annual statement?

The easiest way to get a copy of your statement is to download it from the Samsung Finance customer portal. This will be the same as the copy we will send you annually by email.

Can I have my data deleted?

The right to have your data deleted is known as the ‘right to erasure’; you may sometimes hear this called the ‘right to be forgotten’. You can ask us to delete any data that we hold on you or withdraw your consent from us using that data. In some circumstances, we will be able to do this if we no longer need your data for the original reason we collected it. For more information, please contact us on 0333 00 33 777† (lines are open 9am to 6pm Monday to Saturday) or emailing support@samsungfinance.co.uk

Can I see the information you hold on me?

Our customers have the right to access and receive a copy of the information that we hold on you and other supplementary information. Once we’ve received your request, we have one month to provide you with a response. If your request is particularly complex, we may take a further two months. We will need to be satisfied about the identity of the requester and therefore we will ask you for identification documentation. For more information, please contact us on 0333 00 33 777† (lines are open 9am to 6pm Monday to Saturday) or emailing support@samsungfinance.co.uk.

*Charges may apply if your device is not in good working condition when it is bought back, as set out in the T&Cs at the time of your purchase. Applicable surcharges can also be found in the FAQs, under “What condition must my phone meet to be bought back?”.

**Subject to status and credit check. 18+ UK only. Minimum 10% payment upfront required, followed by 13 or 25 fixed monthly payments and a 30% final settlement payment equivalent to 30% for both 14 and 26 month terms. Charges may apply if your device is not in good working condition when it is bought back, as set out in the full T&Cs.

Samsung Electronics (UK) Limited (Registered no: 03086621), registered at Samsung House, 2000 Hillswood Drive, Chertsey, Surrey KT16 0RS, United Kingdom, acts as credit broker and not lender, and is authorised and regulated by the FCA (FRN 727333). Glow Financial Services Limited, 71 Queen Victoria Street, London EC4V 4BE. Registered No. 09127663, authorised and regulated by the FCA (Reference No. 751308), acting as lender, under brand licence as Samsung Finance (powered by Glow) through Samsung Electronics (UK) Limited. Samsung Electronics (UK) Limited works with multiple lenders.