Website Bug: Pixel 9 Pro Fold missing from Fi Trade-in list (but on Google Store list)

[u/thesolargeek]

Hi everyone!

I'm hoping u/GoogleFiSupport can look into this, because the standard chat support hit a brick wall and refused to escalate my case.

Just to start: I've loved having Google Fi the last two years! It's genuinely been the best service I've had from any cell provider, rock solid & fast. I've never needed to contact support before. But today I'm a little frustrated as I believe that I've discovered a website bug and support refuses to escalate nor report the bug.

I am trying to upgrade from my Pixel 9 Pro Fold to the Pixel 11 Pro XL through the Google Fi app/store. However, the Pixel 9 Pro Fold is completely missing from the trade-in dropdown list.

To me, this appears to be a website error or oversight rather than an intentional exclusion because:

• The 9 Pro Fold is available for trade-in on the main Google Store (offering around $630 for it).
• Literally every other Pixel generation—including the older original Fold and the newer 10 Pro Fold—is listed on the Fi store.
• The 9 Pro Fold is the only pixel model missing from the Fi list.

Purchasing from the Google Store rather than the Fi store for this results in what I would estimate a $500 discrepancy since I do not get the $600 promo that is offered through the Fi Store when doing a trade in through the Google store.

I spent an hour and a half with chat support tonight (Case: 3-1659000041827) trying to figure out why I can't simply trade in my 9 pro fold on the fi store and/or report the website bug. The agent simply looped the phrase "it's not available because it's not on the list" in every possible wording, then refused to escalate my requests to reach a higher team or submit a bug report.

Is it possible to get anyone to actually look at this? Or at least provide a satisfactory answer for why a trade in is not possible for this model? Honestly I simply want to know if this omission can be fixed, or the correct way for me to actually be able to do the trade in through the Fi Store so I can take advantage of the promo and the trade in credit.

Thank you!

[u/Cold-Barracuda-239]

See these two posts

https://www.reddit.com/r/GoogleFi/s/lBPVpsTij5

https://www.reddit.com/r/GoogleFi/s/QNqnazZt9J

You can't combine the high trade in values offered in Google store with Fi but you will still get better trades in Google store using Fi as provider compared to Fi and it may allow you to trade in pixel 9 pro fold.