A Google Store trade-in error is affecting Pixel 10 owners who upgrade to the new Pixel 11, causing accepted trade-in credits to be reversed after the older phone ships out. The problem has left users facing higher costs than they originally agreed to when placing their order.
The Google Store’s competitive trade-in values had made moving from a Pixel 10 to a Pixel 11 a reasonable deal for shoppers considering a year-over-year upgrade. That value proposition is now in question for affected customers.
What’s Happening With the Trade-In
Several reports have surfaced in recent days from former Pixel 10 owners who received notices that their trade-in had failed. In these cases, the initial trade-in value was accepted and processed for the full amount. The rejection came only after the new device was delivered and the old phone was shipped back.
The notification emails state that the traded device was “assessed” and returned an error describing it as an “Unknown or unsupported phone.” Because the issue appears limited to Pixel 10 series devices, it suggests that Google’s trade-in partner may not have been configured to accept last year’s models.
Impact on Affected Customers
Users caught up in the error are seeing credit card charges, devices being shipped back to them, or both. That effectively increases the cost of their Pixel 11 upgrade compared with the terms shown at checkout.
There is no clear resolution available at this time. Google support has told some users that this is a known issue, indicating a fix may be in development. The company has not provided a public timeline or further guidance on how impacted orders will be corrected.
Source
Image: 9to5google.com
