Frequently Asked Questions

About mySamsung

mySamsung is a customer care program in the form of a mobile and web app that helps you easily set up, manage and optimise your Samsung products. It offers a wealth of tips & tricks* and carefully selected content* for you. It also provides easy access to Samsung customer service when you need help and be the first to be updated about promotions or special privileges.

*Available for selected Samsung products. Please see list of supported devices on Google Playstore here.

mySamsung provides you with many ways to get more, do more on your Samsung devices, as well as bring you personalised privileges:

Manage and register Samsung device(s) under one account

  • Track purchase dates of all your Samsung device(s)*
  • Retain your Samsung device(s)* proofs of purchase easily
  • View information of all your registered Samsung device(s)* in one place

*Available for selected Samsung products. Please see list of supported devices on Google Playstore here.

Get the most out of your devices

  • Receive tips and tricks that will help you optimise your Samsung device(s)*

*Available for selected Samsung products. Please see list of supported devices on Google Playstore here.

Your gateway to exciting Rewards

  • Receive personalised Samsung promotions and offers
  • Be invited to Samsung workshops and events

Enjoy quick, easy access to Samsung Customer Service support

  • Quick links to phone and email* support
  • Convenience of quick access to Live Chat*
  • Locate with ease Customer Service Centre locations in your country
  • Check Service Repair Status* from within the tap

*Available for selected Samsung products. Please see list of supported devices on Google Playstore here.

mySamsung is currently available in 11 countries including Australia, Cambodia, Indonesia, Malaysia, Myanmar, New Zealand, Philippines, Singapore, Thailand, Taiwan and Vietnam.

​mySamsung is available for all Samsung smartphones and select Tablets with Android OS 4.3 and above. However, certain features like warranty registration, customer service Live Chat and Email, and content like Tips & Tricks, Setting up device information are not available on all devices.

While you cannot download mySamsung on your non-mobile Samsung product, we do have content for select Samsung Smart TVs, refrigerators, washing machines and air conditioners. Please check the list of supported Samsung products here on Google Playstore.

No worries! You can also log in to the mySamsung web app which you can access from https://mysamsung.com, or from the Samsung website of your respective country. Like the mobile app, you will need a valid Samsung account to log in to the mySamsung web app.

​Absolutely not! It’s our way of saying thank you for choosing Samsung.
However, while mySamsung app is free to download and use, there may be associated costs when purchasing or subscribing through partners recommended by us.

​Just​ go to Google Play Store to install the app. After installing mySamsung app, you can enter as a Guest user, or sign in using a Samsung account to enjoy all the perks of mySamsung.

Installing mySamsung

mySamsung app is compatible with all Samsung Galaxy devices that operate Android OS version 4.3 (Jelly bean) and above. You may not be able to download mySamsung if your device doesn’t meet this criterion.

If you have checked that mySamsung runs on your device and is available in your country, but you still face issues downloading it, check your Android OS version. mySamsung app is compatible with all Samsung Galaxy devices that operate Android OS version 4.3 (Jelly bean) and above. Your device must not be customised, jaibroken, rooted or installed with a foreign operating system. You may not be able to download mySamsung if your device doesn’t meet this criterion.

If you are still unable to download the app, please email us at support@mysamsung.asia with a brief description of the issue you’re facing and your device model number. We aim to respond to you as soon as possible.

If you have set up your Google account or have been travelling to a country not supported by mySamsung, your device’s Google Play Store settings may automatically detect your phone as still being present in your previous location. You can check and edit your billing address in Google Play Store to any of the 9 countries which mySamsung app. This may help Google to assign the correct default country in your Google Play Store app.

This means that a recent Android update might have caused a disruption to your device’s mySamsung services. All you have to do is to uninstall mySamsung app first. Then, switch off your phone, remove your SD card from your device and then reinstall mySamsung app without your SD card in the phone. You will require Wi-Fi access to do that.

Using mySamsung app

We encourage all users to sign in using a Samsung account to enjoy the full features of mySamsung.

mySamsung also works offline, but with limited content. If you want to enjoy all the features of mySamsung then you would need to connect to the Internet either via Wi-Fi connection or switching on your mobile data. These actions may incur charges, depending on your agreement with your Internet Service Provider (ISP) or mobile carrier. Please check with your ISP or mobile carrier for information on possible data usage or Wi-Fi charges.

This is an Android Marshmallow permission which enables access to the default phone app in your device, and helps you to make phone calls to Samsung Customer Service directly from the Help Centre in mySamsung app.

This permission is to allow mySamsung app to check if you already have a Samsung account set up in your device. Knowing this information helps mySamsung to make the sign-in process seamless.

This is for us to know where you currently are, so that we can tell you where your nearest Samsung Service Centre or Samsung Experience store is.

Usually, that happens when your device is experiencing either no or poor network connectivity. Please check your Internet connection first.

If you are still experiencing issues, you can email us at support@mysamsung.asia. Please include your device model number and country you are currently using your Samsung device in as well.

Please update to the latest mySamsung version, and then sign into Samsung Account and fill up the main details (Name, Country, DoB) under Profile. It should resolve the issue.

It seems like you have already registered your warranty using other channels before. In that case you don't have to register your warranty again via mySamsung, as it is already in our systems.

That may be due to transition issues during our app upgrading or debugging process. Please email mySamsung at support@mysamsung.asia with a brief description of the issue you are facing and your device model number. We aim to respond to you as soon as possible.

About Samsung account

Your Samsung account is a free integrated membership service that enables you to use Samsung services on smartphone, tablets, websites, TVs and other devices. Enjoy various Samsung services through your Samsung account, without having to sign up for each service separately. On mySamsung you will also get to redeem the exclusive Treats and Cashback offers, which we have specially selected for you as a loyal Samsung user.

If you want to learn more about having Samsung account, please visit here.

In your phone’s Settings, look for ‘Accounts’, select ‘Add account’ and tap ‘Samsung account’. Set up your Samsung account by entering your email address and choosing a password. For more information, please visit here.

In your phone’s Settings app, look for ‘Accounts’, and select ‘Samsung account’. Then, tap the ‘Forgotten your ID or password?’ link to retrieve your details. Alternatively, you can also try to log in through the Samsung account website. Click on ‘Sign In’ at the top right corner, and then select the ‘Forgotten your ID or password?’ link.

You will need to check that your Samsung account is active and that you are currently signed into it on your device.

To check if you have an active Samsung account on your device:
  1. Go to ‘Settings’
  2. Look for ‘Accounts’ and tap it.
  3. Under ‘Accounts’, tap ‘Samsung account’
  4. Check that you are signed in on your account

If you are currently signed in on an active Samsung account, but are still facing issues trying to access the app, you will need to reset your Samsung account.

To reset your Samsung account:
  1. Go to ‘Settings’
  2. Look for ‘Application Manager’ and tap it.
  3. Under ‘Application Manager’, slide to ‘All’ and look for ‘Samsung account’
  4. Tap on ‘Samsung account’ and tap on ‘Disable’
  5. Then, tap on ‘Enable’
  6. Once your Samsung account is reset, try signing in again