Issue with releasing phones at the till

I recently took out a Samsung S22 2 for 1 contract, after trying for a week to apply at GAME cresta who's systems were offline. I managed to get it approved at GAME clearwater.

The issue now is that they can't seem to scan the sim cards at the till using the stock code they have.

Now my contract was approved but I don't have my phones.

The sales person says the issue is with the head office and the code provided to them can't scan at the till.