Play:5 Gen 1 trade up problem

I have a play 5 gen 1 that I bought a while back that wont turn on. Since I cant turn it on, its still connected to the sellers account, which means that I cant reset it. Is it still possible to use the trade up program for me even If I cant turn it on and connect it to my account?

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HI @JonathanB, thank you for reaching out to us and welcome to the Sonos community. I appreciate you for bringing this concern to us. Let me help you with this. Were you able to power it on when you received it? Have you tried reaching out to the seller? To upgrade your Play 5 it should be registered to your account. I would recommend contacting our Sonos Customer Care support to perform in-depth troubleshooting steps to provide you the best option. If you need help with any other information, please be sure to let us know. The Sonos Community is always here to help.

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