O2 recycle please help

[Ace2]

Hiya I've brought the new Samsung zflip 3 and I am supposed to receive the £250 recycle payment but when I type my order number in its constantly saying invalid , iv called and they said to wait 48hours after I brought it and I have but still its not working  

Has anybody else received this issue? And how was it resolved?

Thanks 

[Cleoriff · Accepted solution]

@Ace2 

You need to use the new phone first then O2 Recycle will pay what the old phone is worth.

If you need to contact O2 recycle

Contact details here https://www.o2recycle.co.uk/contact-us