Contributor I

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Play 5 Gen 1 not showing in Upgrade section

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Hi, I have a Play 5 gen 1 that I recently added to my sonos account but it doesn’t show under Upgrade section and hence doesn’t show the upgrade offer. How do I go about making it show?

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AirgetlamAnswer

There is no guaranty that the upgrade hasn’t already been consumed, unless you’ve owned it since it was originally purchased. I would call Sonos Support to discuss it, they can tell you one way or the other, I suspect.

Bruce

AirgetlamAnswer

There is no guaranty that the upgrade hasn’t already been consumed, unless you’ve owned it since it was originally purchased. I would call Sonos Support to discuss it, they can tell you one way or the other, I suspect.

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Bruce

Stanley_4

Grand Maestro

Check your equipment list:

https://www.sonos.com/en-us/myaccount/system/households/devices

Do you have an entry like either of these?

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K

kev2026Author

Contributor I

Hi

I have owned it since new and I have never claimed it.

Mine shows up as above BUT without the upgrade credit redeemed or the 30% off box. Just the serial and reg date.

I’ve been onto support and they will get back to me within 48hrs as unit is eligible and they need to look into why it isn’t showing up.

My other Play 5 gen 1 shows up and shows the code and I bought the 2 units probably less than a year apart.

Kev

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Airgetlam

Glad they’re looking in to it, it does seem odd.

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Bruce

K

kev2026Author

Contributor I

Now sorted, not sure if they did anything but the device now shows up with the discount and I've been able to claim it and also use 1 of them in a recent purchase, now just waiting delivery.

Thanks all

Kev

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