SMARTPHONES AND TABLETS
What is Remote Service?
Samsung Remote Service enables one of our specially trained Samsung Experts to remotely view and control your Samsung Galaxy smartphone or tablet to directly help you with your device.
Service provided
• Data transfer, backup and restore
• New features advice
• Software and application updates
• Account settings (Samsung/Google™/email/etc.)
Advantages
• Direct assistance as if you were with a Samsung Expert
• Optimised device settings and advice on how to use features
• All steps are shown live on-screen
Requirements
• Your device is running Android 2.4 (ICS) or later
• Your device has a stable internet connection
• Your device has the Smart Tutor app installed
How to use Remote Service
Install Smart Tutor
1. Open the Samsung Members app
2. Tap Support
3. Scroll down to Quick help and tap Remote support
4. Tap Download then Install
5. Tap Open
Accept Terms and Conditions
6. Read and accept the Terms and Conditions if you agree with them
7. If you are prompted to install an update, please do so by following the on-screen instructions
Contact Samsung customer service
8. A pop-up window will appear allowing you to contact customer service directly
Please note: If you press "Cancel" you will go to the next step.
9. Contact Samsung on the number provided on screen. Tell the Samsung Expert that you want to use Remote Service
10. Insert the 6-digit PIN code provided by the Samsung Expert
11. You are now connected to the Remote Support Service
Privacy Functions
Security pop up message
When a Samsung Expert tries to access private apps like ‘Messages’, ‘Phonebook’, ‘Gallery’, ‘Camera’, etc. a security pop up will appear asking whether you consent access to these apps. Samsung Experts cannot control your device without your permission.
Security pop up message
If you want to hide something private, you can still do so even though the Samsung Expert already has access to your device.
1. Swipe down from the top of the screen to reveal the notification bar and tap Smart Tutor Connection
2. You will see the Lock menu
3. If you tap the menu, it will display “LOCK” and stop sharing the screen
If you tap “LOCK” again, it will start to share the screen.
SMART-TVS
What is Remote Service?
Samsung Remote Service enables one of our specially trained customer service agents to remotely view and control your Samsung TV to directly help you with your product.
Service provided
• Diagnose your TV
• Customise TV settings for you (Picture, Sound, etc.)
• Backup and restore your customised settings
Advantages
• Direct assistance as if you were with a Samsung Expert
• Optimised device settings and advice on how to use features
• All steps are shown live on-screen
Requirements
• E series TV and later
• Your TV has a stable internet connection
How to use Remote Service
Contact Samsung technical product support
1. Contact Samsung technical product support on: 0818 717 100 Tell the Samsung Expert that you want to use Remote Service
Find your PIN
2. Standard remote control: Press the MENU button and Up or Down to select Support and then press Enter
Smart Touch remote: Press MORE button and then resume with the steps above using the touchpad to navigate.
Connect to Remote Service
3. Share the 8-digit PIN that appears on your TV with the Samsung Expert
Please note: For your security, a single PIN can only be used once by an agent for Remote Service.
4. You are now connected to the Remote Support Service
FREQUENTLY ASKED QUESTIONS
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Can a Samsung Expert see me through the webcam built into the TV?There is no way for a Samsung Expert to access your built-in or connected camera without your knowledge. An agent can only see what’s showing on your TV screen. With your permission, if they access an app that uses the camera (Google Meet, MyFitness app, etc.) the camera output will be displayed on the TV screen and be visible to the Samsung Expert. The Samsung Expert 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 app's functionality. You can set the camera to the closed position, remove the camera's USB Plug or attach the cover to prevent the agent from seeing you while accessing the app.
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Does my device need to be connected to the internet?Yes, in order for a Samsung Expert to access and control your device it needs to be connected to a stable high speed network.
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Is the Remote Service safe?Yes, 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.
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Can Samsung access my device at any time?No, the Remote Support Service system only allows Samsung to connect to your device for a single session. Once the connection is interrupted, Samsung will only be able to reconnect if you generate a new PIN. Turning off the TV also immediately ends the session.
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Can a Samsung Expert see what I am watching?Yes, a Samsung Expert will be able to see the incoming picture. This way the Samsung Expert can determine if the problem is being caused by the input or the device. Example: if the Samsung Expert connects to the device and can see a line in the image then they know that that line is being created by the incoming signal not the device. If the Samsung Expert cannot see the line they know that there is a problem with the device).
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Do I have to pay for this service?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.
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What can a Samsung Expert do once connected to my device?Once connected to your device a Samsung Expert can control it as if they were in front of the device itself. If you need to connect to Remote Service again the Samsung Expert can quickly review which settings have been changed from the previous session.
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Smartphone and Tablet data permissions for Remote ServiceLegal Notice
General
1.1 These terms (the “terms”) explain how Samsung electronics (UK) Limited (“Samsung”) provides you with remote technical support services (the “Service”).
1.2 The Terms apply alongside the Privacy Policy and our standard Samsung SERVICES Terms and Conditions. The terms shall apply in the event of any conflict.
1.3 By agreeing to these Terms and proceeding with the service, you, acknowledge that you have read, understood and accepted the Terms, as well as the standard Samsung Services Terms and Conditions.
Services and User Agreement
You agree that while providing the Service, Samsung may:
a) Control your device remotely;
b) gain access to personal and other data held on your device
c) use screen capturing software to record in formation and activity on your device;
d) check your device specifications including memory capacity and system settings; and
e) install firmware to diagnose and resolve technical problems.
Data Backup
3.1 You are solely responsible for backing up your own system, content and data prior to the commencement of the service.
3.2 Samsung shall not be liable in any circumstances for any loss of data, information or content resulting from the provision of the service
3.3 You accept that the diagnosis and repair may interfere with your personal settings, requiring you to reset them after we have provided the service.
Activity Logs
Samsung may retain detailed logs of the support provided to you (including screenshots and other media) for the purposes of training, providing you with further assistance, and maintaining records of the support provided.
Please ensure that you read our Privacy Policy to understand how your data is used in accordance to this service. -
Smart-TVs data permissions for Remote Service
View Smart-TVs data permissions for Remote Service here
