Play 5 gen 1 upgrade programme not working

Go to https://www.sonos.com/myaccount/user/offers/upgrade/ and tick the check box beside the eligible Play:5, then scroll down and click Upgrade.

The upgrade credit will be applied to your account for use against one purchase at full price. The upgrade credit can’t be used in conjunction with any other offer.

Hi Mr. T

thank you but there is no any speaker available in upgrade section when logged . But Sonos confirmed one of my play 5 is eligible… 

So the speaker doesn’t appear under the System tab online either?

Do you have another Sonos account with a different email address to which the speaker is registered?

Speaker is visible in system menu, is registered but doesn’t show is eligible. When go to upgrade section, I don’t see my speaker. Play is only registered to one email address.

If you previously upgraded the Play:5 then the upgrade credit will be available on your account.

If you add a product to the basket, is the 30% credit applied to the basket?

if you haven’t previously elected to upgrade the speaker, you will need to contact Sonos again to see how you can upgrade it.

One picture is from system menu and second from upgrade menu

I haven’t previously elected to upgrade the speaker. Trying get Sonos support. Thank you for your help.

I’m having the same problem with 2 x 5’s (Gen 2). They show up on the Sonos website as being part of my system but they don’t appear in the upgrade page. Were you able to resolve this with Sonos? Many Thanks.

EDIT: My mistake, apologies; mine are ‘Fives’ so I don’t think they are eligible.

Does the lack of upgrade eligability mean the Play 5 has already been used to claim the discount? I am wondering the same. 

If indeed you have a PLAY:5 of either gen, and the upgrade isn’t available for that device, it does mean that the upgrade has been previously “consumed”.

You could also call Sonos Support directly to discuss it, just as a precaution. Generally speaking, looking at your profile on www.Sonos.com will show you which speakers are tied to your account, and if there are available discounts for a particular speaker, they’d show up there.