O2 recycle code 150extra invalid code

[Billsey83]

I have the order and have been using the phone s21 ultra 5g for last week, have tried to use the code to trade in my s10plus however it just shows as invalid code . Can you please help !?

[MI5]

@Billsey83 

Are you entering your full order number starting with "ms-" ?

[Billsey83]

I have two different order codes one starts with an A1 and the other with a UK

[MI5]

@Billsey83 

You need to use your order number which starts with ms-

[Billsey83]

Can you send me one as I have just checked the order page and it is defo a number that starts with A1-

[MI5]

@Billsey83 

I can't, sorry. I'm just a customer like yourself.

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.