Frequently Asked Questions
About mySamsung
What is 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.What are the benefits of mySamsung?
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.
In which countries is mySamsung available?
mySamsung is currently available in 11 countries including Australia, Cambodia, Indonesia, Malaysia, Myanmar, New Zealand, Philippines, Singapore, Thailand, Taiwan and Vietnam.
How do I know which Galaxy mobile devices mySamsung is compatible with?
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.
Other than Galaxy mobile devices, which other Samsung products does mySamsung support?
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.
What if I don’t own a Samsung mobile device to download mySamsung, but I would like to enjoy the benefits of mySamsung for my other Samsung products?
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.
Do I have to pay for mySamsung?
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.
Sounds good! How can I join mySamsung?
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.
How can I find out more about mySamsung, or give feedback or report an issue?
Please email us at support@mysamsung.asia for more information.
Installing mySamsung
Which version of Android does mySamsung support?
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.
Why can’t I download the app?
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.
I’ve checked that both my country location and device model are compatible with mySamsung app. But I received an error message that says “This app is not available in your country.” Please help!
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.
I’ve received an error message which says “Application cannot be installed in default location.” Why should I do?
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
Is it a must to sign in using Samsung account in order to enjoy mySamsung?
We encourage all users to sign in using a Samsung account to enjoy the full features of mySamsung.
Do I need Internet connection to use mySamsung app?
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.
Why is mySamsung asking permission to make and manage phone calls?
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.
Why is mySamsung asking permission to access my contacts?
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.
Why does mySamsung need my location?
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.
Why isn’t mySamsung app loading any content?
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.
I keep getting the message “Samsung account has stopped”. What should I do?
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.
When I try to register my warranty I get the message “Already registered before”. What does it mean?
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.
Why is mySamsung app crashing?
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
What is a Samsung account? Do I really need one for mySamsung?
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.
How do I sign up for a new Samsung account?
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.
How do I retrieve my forgotten Samsung ID or password?
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.
I’ve received an error message that says “Samsung account package is missing or disabled.” What does that mean?
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:- Go to ‘Settings’
- Look for ‘Accounts’ and tap it.
- Under ‘Accounts’, tap ‘Samsung account’
- 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:- Go to ‘Settings’
- Look for ‘Application Manager’ and tap it.
- Under ‘Application Manager’, slide to ‘All’ and look for ‘Samsung account’
- Tap on ‘Samsung account’ and tap on ‘Disable’
- Then, tap on ‘Enable’
- Once your Samsung account is reset, try signing in again