Samsung Remote Service

What is Remote Service?

Samsung Remote Service enables one of our specially trained technicians to remotely view and control your Samsung TV and smartphone to directly help you with your product.

Remote Service can provide:

  • TV diagnostics
  • Help with Smart Hub
  • Custom TV settings
  • Firmware updates and backups

Remote Service advantages:

  • You can follow the steps of the technician helping you on-screen
  • One-on-one support for all your Smart Hub questions
  • Get the most out of your TV with advice from an expert

Remote Service requirements:

  • Your TV is ES5500, F5500 or later (except F6100)
  • Your TV is connected to a fast internet connection
  • You are in front of your TV

Note: in order for Remote Service to work your TV must be connected to a high speed internet connection. If your TV cannot access the internet or your connection is too slow you will receive a message that you are unable to connect to Remote Service.

How do I use Remote Service?

Call a Samsung technician

Call a Samsung technician to request your PIN

Call Samsung customer service on:

UK - 0330 726 7864
Ireland - 0818 717 100
Please advise customer service that you wish to use Remote Service.

Find your PIN

Enter Remote Management screen

Standard TV remote:

Press the MENU button and
use Up up or Down down to
select Support and then press ENTER.
Select Remote Management and press the ENTER button.

Smart Touch remote:

Press the MORE button and then resume
with the steps above using the touchpad to navigate.

Connect to Remote Service

Enter your PIN and connect to Remote Service

Your TV will display an 8-digit PIN.

Note: a single PIN can only be used once by an technician for a Remote Service session. This is for your security.

Remote Service Video

Please note that our opening hours may change on public and bank holidays. To maintain and improve the quality of our service we may monitor and/or record telephone calls. If you need to call us from overseas use +44 (0)1932 454358. Call costs vary: please contact your provider for details.

Terms & Conditions of Remote Service

What is Remote Service?

Samsung Remote Service enables one of our specially trained technicians to remotely view and control your Samsung TV and smartphone to directly help you with your product.

Remote Service can provide:

  • Device diagnostics
  • Help with Smart Hub
  • Custom settings
  • Firmware updates and backups
  • One-on-one support for all your Smart Hub questions
  • Expert help with getting the most out of your device
  • You can follow the steps of the technician helping you on-screen

Remote Service requirements:

  • Recorders: BD-E8300M/XU, BD-E8500M/XU, BD-E8900M/XU, STB-E7500M/XU, STB-E7900M/XU, BD-F8500M/XU, BD-F8900M/XU
  • Blue-ray players: BD-ES7000/XU, BD-E6100/XU, BD-F7500/XU, BD-F6500/XU
  • Home Theatre Systems: HT-E6750W/XU, HT-E6500/XU, HT-ES8200/XU, HT-E8200/XU, HT-F9750W/XU, HT-FS9200/XU, HT-F5500/XU

Note: in order for Remote Service to work your device must be connected to a high speed internet connection. Remote Service for AV products is seperate to the TV service provided above; you do not require a Samsung TV.

How do I use Remote Service?

Call a Samsung technician

Call a Samsung technician to request your PIN

Call Samsung customer service on:

UK - 0330 726 7864
Ireland - 0818 717 100
Please advise customer service that you wish to use Remote Service.

Find your PIN

Enter Remote Management screen

With your devices remote:

Press the Home/Menu button and select Support. Then select Remote Management.

Connect to Remote Service

Enter your PIN and connect to Remote Service

Your TV will display an 8-digit PIN.

Note: a single PIN can only be used once by an technician for a Remote Service session. This is for your security.

Please note that our opening hours may change on public and bank holidays. To maintain and improve the quality of our service we may monitor and/or record telephone calls. If you need to call us from overseas use +44 (0)1932 454358. Call costs vary: please contact your provider for details.

Terms & Conditions of Remote Service

What is Remote Service?

Samsung Remote Service enables one of our specially trained technicians to remotely view and control your Samsung TV and smartphone to directly help you with your product.

Remote Service can provide:

  • Help setting up a Google and Samsung account
  • Software and app updates
  • Backups & factory resets
  • Help with setting up email accounts and day-to-day tasks

Remote Service advantages:

  • Bespoke and direct assistance as if you were with a technician
  • Optimised device settings and advice on how to use features
  • All steps are shown live on-screen

Remote Service requirements:

  • Your device is running a minimum of Android 2.2 (Froyo)
  • Your device has a stable internet connection
  • Your device has the Smart Tutor app installed from the Google Play Store

Note: in order for Remote Service to work your smartphone or tablet must be connected to a high speed internet connection. It is highly recommended that you connect to WiFi as you may incur network charges for using mobile data out of your allowance. Please contact your network provider for further information.

How do I use Remote Service?

Install Smart Tutor

Install Smart Tutor

Enable Unknown sources by navigating to your homescreen and selecting
Apps > General > Security and tick'Unknown sources'.

Download and install the Smart Tutor app which is free from the Google Play store.

Open the app by tapping the Smart Tutor icon.

Find your PIN

Find your PIN

Read and accept the Terms and Conditions if you agree with them.

If you are prompted to install an update then please do so by following the on-screen instructions.

Press OK to start using the application.

Connect to Remote Service

Enter your PIN and connect to Remote Service

Call Samsung customer service, preferably with another phone, on:
UK - 0330 726 7864
Ireland - 0818 717 100
Enter the 6-digit PIN customer service provides, into the Smart Tutor app.

Remote Service Video

Note: if you ring customer service using the smartphone that you want to connect to Remote Service, you will need to put the phone call on speakerphone and minimise the caller app to the Smart Tutor app to enter the 6-digit PIN.

Terms & Conditions of Remote Service

FAQs

  • Does my device need to be connected to the internet?Expand

    Yes, in order for the Samsung technician to access and control your device it needs to be connected to a stable high speed network. If your device cannot access the internet or your network connection is unstable or slow you will receive a message that you are unable to connect to the Remote Management service.
  • Is Remote Service safe?Expand

    Yes, the Remote Service system uses a secure connection between your device and our server. All information is stored on Samsungs servers and no third party company has access to this information. No unwanted information or malicious programs can be sent to your device.
  • Can Samsung access my device at anytime?Expand

    No, the Remote Service system only allows Samsung to connect to your device for a single session. Once the connection is terminated Samsung cannot reconnect without a new PIN being generated by you. Powering off the TV will also terminate any session immediately.
  • Can the Samsung technician see what I am watching?Expand

    Yes the Samsung technician will be able to see the incoming picture. Through this the technician can determine if the problem is being cause by the input or the device. E.g: if the Samsung technician connects to the TV and can see a line in the image then he knows that that line is being created by the incoming signal not the TV. If the technician cannot see the line we know that there is a problem with the TV.
  • Do I have to pay for this service?Expand

    No, Remote Service is offered free of charge to our customers. Samsung strives to constantly provide our customers with the best support for their products.
  • What can a technician do once connected to my device?Expand

    Once connected to your device a technician can control it as if they were in front of the device itself. If you need to connect to Remote Service again the technician can quickly review which settings have been changed from the previous session.
  • Can a Samsung technician see me through a built-in TV camera?Expand

    A Samsung technician could see you through the built-in camera but only if they are accessing an app that uses the built in camera (Skype, Camera app, etc). The Samsung technicians will never access these types of apps while connected to your TV unless they are specifically asked to do so in order to test that particular apps functionality. You can set the camera to the closed position to prevent the technician from seeing you while accessing the application. There is no way for the technician to access your built in camera without your knowledge.