Upgrade issue

  • 9 February 2021
  • 3 replies


I’m trying to upgrade my phone to Galaxy S21 5G but website is not letting me go through.

It keep saying ‘we hit a snag’ and bring me back to ‘which device do you want to upgrade?’

3 replies

I am having the exact same problem. I tried upgrading a different phone, upgrading to a different phone, and using my phone and computer to complete the upgrade. I tried a few months ago and figured it was a website issue so I waited and tried again today with no luck.

Userlevel 7
Badge +13

What web browser are y ou using?  Have you tried in Edge or FireFox?  Are your ad blockers disabled?

I have tried FireFox and Chrome and popup blockers are disabled for the Tmobile website.