Frequently Asked Questions About SamsungDive

Last Update Date : Jan 08. 2018

 

1

 

Which model can I use the SamsungDive service on?

 

 

 

You can find the models that support the SamsungDive service in the Help section.

 

 

2

 

How much is the SamsungDive service fee?

 

 

 

The SamsungDive service is totally free. However, some data costs may be incurred for some functions depending on the policy of the network service provider.

 

* The charges for the ”call/message forwarding” function are determined by the policy of the wireless operator.

 

 

3

 

I signed into the SamsungDive service but I cannot find my mobile.

 

 

 

In this case, remove the Samsung account on your mobile and then register again.

 

 

4

 

The phone number of my mobile displayed on the SamsungDive service screen differs from my actual phone number.

 

 

 

The phone number may be displayed differently or may not be displayed depending on the policy of your mobile service provider. In this case, click the Change button next to the phone number at the top right of the screen to change the phone number.

 

 

5

 

Can I use the SamsungDive service even when my mobile is located in another country?

 

 

 

Yes, as long as the connection between the mobile and the server is maintained, you can use the SamsungDive service in other countries.

 

 

6

 

Do I have to have a registered Google account to use the SamsungDive service in android models?

 

 

 

Yes, for an android model, a Google account registered with the mobile is required.

 

 

7

 

I would like to hand over the mobile registered to the SamsungDive service to another person. What should I do?

 

 

 

Delete the Samsung account on the mobile before you hand over the device to another person. The device will disappear from the SamsungDive service.

 

 

8

 

I ran a SamsungDive service function but nothing happened on my mobile.

 

 

 

To use the SamsungDive service, please check the following:

 

·         The mobile must be connected to the network.

·         You must be logged into the Samsung account on the mobile.

·         The Remote controls or Mobile tracker must be enabled. (Settings > (Location and) Security)

·         For android models, you must have logged into your Google account. To use the "Track my mobile" and "Find my mobile" functions, you have to agree to allow Google collecting your location information. (Main Menu > Settings > Location and security > My location > Use wireless networks)

 

 

9

 

What if someone pick up the lost phone and set in his own SIM-card? Can he actually resister Google & Samsung account and use SamsungDive service?

 

 

 

·         While someone changes the SIM-card, SIM Change Alert function is automatically activated

·         At this point, Google Account automatically becomes deactivated but Samsung Account still remains. To remove Samsung Account,the Lost-phone owner must practice Wipe Out function(Factory Reset)

·         Also, after the person who took the lost phone change SIM card, if he put his own Google Account in the Phone, then he is able to use Dive service because he can use the Google Push.

 

 

10

 

How does SamsungDive service recognize each devices? Does it check Cell ID to identify an user?

 

 

 

No, it checks IMEI for Smartphonesor TWID for Wi-Fi devices.

 

(TWID : Tablets have TWID(Tablet Wi-Fi ID = Serial Number of System Property) and it is used as H/W Unique ID

 

 

11

 

 

Can I use the SamsungDive service even when the mobile's GPS is turned off?

 

 

 

Yes, functions other than the ”Track my mobile" and ”Find my mobile" do not require GPS. In addition, the SamsungDive service can remotely turn the GPS of the mobile on and even if the GPS is turned off, the SamsungDive service calculates the approximate location through the 3G network and Wi-Fi signals.

 

 

12

 

If I log out of the SamsungDive service and then log in again after I run the "Track My Mobile" function, does the SamsungDive service continue to track my mobile?

 

 

 

Yes, even after you log out, the mobile is tracked every 15 minutes for 12 hours. If you log in later, you can view the trackinginformation.

 

 

13

 

 

In Android models, the ”Track my mobile" and ”Find my mobile" functions do not work.

 

 

 

For android models, to use the "Track my mobile" and "Find my mobile" functions, you have to agree to allow Google collectingyour location information.

 

On your mobile, select ”Main Menu >Settings >Location and security >My location” and select ”Use wireless networks” to enable the user location information for Google.

 

 

14

 

 

Does samsungdive.com keep tracks my mobile after closing the web browser?

 

 

 

samsungdive.com automatically records your mobile's location every 15 minutes for 12 hours.

 

 

15

 

I cannot find the ”Track my mobile” and ”Last requested date” information.

 

 

 

If you haven't run the functions before or you are logging in a long time after last running the functions, the ”Track my mobile” or ”Last requested date” information may not be displayed.

 

 

16

 

What can someone do with a mobile phone locked by the ”Lock My Mobile” function?

 

 

 

The person can call the phone number that you specified in the SamsungDive service, view the messages entered through the SamsungDive service and make emergency calls.

 

 

17

 

After running the ”Lock My Mobile” function, I found my mobile but I lost my PIN. Can I unlock the mobile without a PIN number?

 

 

 

Run the ”Lock My Mobile” function again in the SamsungDive service with a new PIN and cancel the "Lock My Mobile" function with the new PIN.

 

 

18

 

There is no ringing when I set up "Ring my mobile". When set up as "Ring my mobile", "stop" ringing doesn't work.

 

 

 

In order to use this feature:

·         The mobile must be in a state where it can communicate with the server

·         The Remote Controls feature should also be activated.

 

※ Normally, Remote Ring service succeeds within a few seconds, but if the mobile's connection is not operational due to the network signal being poor, it may be delayed.

 

 

19

 

If I change the SIM card while the "Call/Message Forwarding" function is running, are the calls and messages of the new phonenumber forwarded?

 

 

 

Since the call forwarding function enables the services of your mobile service provider through the SamsungDive service, even if the SIM card is removed from the mobile, the call forwarding function still works. However, after setting the call forwarding function in the SamsungDive service, and the user changes the setting on the mobile, the mobile setting is applied. In addition, the call forwarding function will not work for the new SIM card.

After removing the SIM card, the message forwarding function will not work and you cannot use the message forwarding functionfor the new SIM card.

 

 

20

 

 

How can I cancel the call forwarding function after changing the SIM card?

 

 

 

Since the call forwarding function enables the services of your mobile service provider through the SamsungDive service, you cancancel the call forwarding function by contacting your mobile service provider.

 

 

21

 

 

Retrieving call logs failed repeatedly when I request call logs.

 

 

 

In order to use this feature

-The mobile must be in a state where it can communicate with The server, The Remote Controls feature should also be activated.

-Normally, Call log service succeeds within a few seconds, but depending on the mobile's connection status or provider's network circumstance, it may be delayed.

 

 

22

 

I have reset my mobile with the ”Wipe Out My Mobile” function. Can I use the SamsungDive service functions yet?

 

 

Even if you reset a removable storage device such as an external memory device or SIM card, you can still use SamsungDive service. However, if you have reset your mobile data, you can no longer use the SamsungDive service.

 

 

23

 

 

How can I know whether the SIM card of my mobile has been changed?

 

 

 

If the SIM card of your mobile is changed, the SamsungDive service notifies you of the change with the new phone number in a popup window.

However, depending on the service operator, the new phone number may not be displayed.

 

 

24

 

I can not see my old mobile number and new mobile number when SIM card of my mobile is changed.

 

 

If carrier does not provide mobile number, mobile number will not be shown.

 

 

25

 

Can I use the SamsungDive service even after changing the SIM card of the lost mobile?

 

 

 

Yes, even if the SIM card of the mobile is changed, you can use the SamsungDive service. However, you cannot use the "Call/Message Forwarding" function after the SIM card of the mobile is changed.

 

 

26

 

How long does it take for me to know whether a SamsungDive service function has succeeded or failed?

 

 

The time required to know whether a SamsungDive service function has succeeded or failed differs depending on the network connection status. In general, it can be identified within a few minutes, and if the network status is poor, it may take more than an hour.

 

 

27

 

What happens if I disable the Remote Control function of the mobile while I am using the function?

 

 

 

If you disable the Remote Control function, all SamsungDive services will stop. However, the call forwarding function is a function that enables a mobile service provider's service through the SamsungDive service, so the call forwarding function will work even after disabling the Remote Controls.

 

 

28

 

 

How long does it take to figure out whether the function is failed or succeeded to run?

 

 

 

It depends on the Network Condition. Sometimes it take more than an hour.

 

 

29

 

 

I would like to stop using the SamsungDive service on my mobile. What should I do?

 

 

 

Delete the Samsung account on your mobile or on the internet. However, if you delete your Samsung account, you will no longerhave access to Samsun account services including SamsungDive.

 

 

30

 

If I change the phone number on the SamsungDive service screen, is the mobile of the new phone number automatically registered?

 

 

No, even if you change the phone number, the registered mobile is not automatically changed.

 

 

31

 

Is there a problem if I use several mobiles with a single SIM card?

 

 

 

There is no problem with sharing a SIM card, but the mobile that uses Remote Controls must have the SIM card use to set up Dive in order for any Dive services to work

 

 

33

 

Does samsungdive.com keep tracks my mobile after closing the web browser?

 

 

 

samsungdive.com automatically records your mobile's location every 15 minutes for 12 hours.

 

 

34

 

Do you have any method to stop running SamsungDive service on your device, when someone uses it for unintended purpose ?

 

 

 

Yes, you can stop it via deleting SamsungDive Account or turning off “Remote Controls” function.

 

 

35

 

I have a problem that cannot be solved through the FAQ. Where can I ask for assistance?

 

 

 

 

Please visit the Contact Us page of Samsung.com.

 

 

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