Contact Samsung Support
Please check the useful information below to see if your question has already been answered, otherwise you can find our contact options further down the page.
- COVID-19 RELATED
- HELP CONTENT
- REPAIR A DEVICE
- VISITING SAMSUNG LOCATIONS
- EMERGENCY ALERTS
- CONTACTING US
COVID-19 RELATED
COVID-19 - Are all Samsung contact channels operating?
Yes, our opening hours for Call Support are 8am to 10pm, 7 days a week. Our Live Chat support is available 24 hours a day, 7 days a week. We recommend that you check the online help content tab to see if there is already a solution for your query before contacting us using the options below.
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Visiting Samsung stores and locations
In line with updated Government guidance, the following is the status of Samsung Stores and locations as of the 26th of April 2021:
• Samsung Experience Stores are open.
• Samsung KX is open.
• Samsung Support Centres are open.
We are keeping our store locator page regularly updated and we advise that you check opening times in advance.
If you are looking for a dedicated one-to-one support visit, or to book a product repair at a Samsung Support Centre, Samsung Experience Store or Samsung KX, then please make an appointment in advance online.
When visiting one of our spaces, please kindly respect the following safety measures:
• Use the hand sanitiser via the stations provided in store
• Pay via card payment where possible
• Keep at least 2m between you and other people
• Wear a face covering, unless you are exempt
• If you are experiencing any COVID-19 related symptoms or feel unwell we politely ask that you do not visit any stores
Please note that these details are subject to change based on local regulations.
If you require one-to-one product support for mobiles, tablets and/or wearables but prefer not to visit a store, we offer virtual one-to-one support via our Video Chat service which is bookable here. -
COVID-19 app
The National COVID-19 test and trace apps can now be downloaded via the Google Play store and we are displaying QR codes in our stores so you can check in when you visit.
Find more information on the official website and download the app from Google Play:
- • England and Wales: Official website | Google Play download
- • Ireland: Official website | Google Play download
- • Northern Ireland: Official website | Google Play download
- • Scotland: Official website | Google Play download
HELP CONTENT
What help content is available?
Samsung.com has a range of online help, including FAQ help articles and how to video guides, with topics covering everything from switching and setting up your new Galaxy smartphone, to understanding washing machine error codes, and everything in between.
Choose your product category below to find the help you need.
REPAIR A DEVICE
What repair services are available?
Samsung offers a full repair service for all products. Our repair options include Pick up, In-store, In-home, and Doorstep, all designed to provide quick and effortless repair. To find out more click here
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Repair times
Mobile, Tablet and Wearables (Galaxy Watches and Buds)
Pick up service repair times can take up to 10 days* from date of collection.
Appointments for our Doorstep Repair service can be up to 12 days* from time of booking.
In-store repairs are currently only available via appointment. Your device can be repaired on the day* of your appointment if you drop off your device in-store or in a Repair Locker. If you choose to have your device returned to you via courier it can take up to 5 days* for your product to be returned to you from the day of your initial appointment.
TV, AV and Home Appliance
For TV and Home Appliance repairs our Authorised Service Partners are currently prioritising essential repairs.
In-Home Repair and Pick Up service repair times can vary by product but in some circumstances it may take up to 16 days* for repairs to be completed.
Pick up service repair times can take up to 14 days* from date of collection.
*Please note repair times are being affected by the current COVID-19 situation. In some circumstances we may be unable to complete repairs within our standard timeframes. For TV and Home Appliance repairs our Authorised Service Partners are currently prioritising essential repairs. Once a booking has been made you will be advised when your repair or visit can be completed. We apologise for any inconvenience this may cause. -
Pick up repair
Our logistics partner will come to your home to collect your product and will then return it once all repairs are complete. Pick up repair service is available for Mobile Devices including smartphones, tablets, smart watches, Galaxy Buds and monitors.
Visit Samsung repair for more information and to book a mobile device repair, or IT repair for your monitor repair online. -
Doorstep repair
Our Doorstep repair partner is based all over the UK and will come to you and repair your product directly onsite in their mobile repair vans. Doorstep repair service is available for Mobile Devices including smartphones and tablets.
Please note that for certain models a convenience surcharge may be applied for our Doorstep Partner to come to you.
To safeguard both our customers and engineers, our partners have introduced contact free handover of your product.
Visit Samsung repair for more information and to book a repair online. -
In-home repair
Please note for TV and Home Appliance repairs our Authorised Service Partners are currently prioritising essential repairs. We apologies for any inconvenience this may cause.
When we provide an in-home repair, we will send an authorised service partner engineer to your home and repair your product onsite. We offer an In-Home Repair service for all Home Appliance and TV products.
In order to safeguard both our customers and engineers, our authorised service partners are following appropriate safety measures, including the use of Personal Protection Equipment (PPE), and advance contacting to confirm the absence of any COVID-19 related symptoms prior to visiting. Please note that some in-home repairs may be changed to a Pickup service during lockdown periods, you will be notified of any change.
Visit Samsung repair for more information and to book a repair online for your TV, washing machine, refrigerator, or other home appliance. -
One-to-one support repair
Please check the COVID-19 related information regarding visiting Samsung stores and locations to find out the latest information and government guidance.
If you are looking for a dedicated one-to-one support visit, or to book a product repair at a Samsung Support Centre, Samsung Experience Store or Samsung KX, then please make an appointment in advance online.
When visiting one of our spaces, please kindly respect the following safety measures:
• Use the hand sanitiser via the stations provided in store
• Pay via card payment where possible
• Keep at least 2m between you and other people
• Wear a face covering, unless you are exempt
• If you are experiencing any COVID-19 related symptoms or feel unwell we politely ask that you do not visit any stores
Please note that these details are subject to change based on local regulations. -
Can I buy spare parts?
If you are looking to purchases spare parts and consumables such as water filters and TV remotes, you can find them through our dedicated spare parts page from our online Samsung shop and authorised spare parts partner.
Find Samsung spare parts -
Can I track my repair?
Keep track of your Samsung repair status online via our Live Chat.
To track your repair please go to Live Chat and select your product. If this is the first time you’ve used Live Chat you will be asked to provide your name and email address to start the chat. Next choose the ‘Track my repair’ option from the list, or select ‘none of the above’ and type ‘Track my repair’ to start.
Once you’ve selected Track My Repair you will be asked to give some details on your repair before seeing the status.
Live Chat
VISITING SAMSUNG LOCATIONS
Are Samsung stores and locations open and can I visit?
Please check the COVID-19 related information regarding visiting Samsung stores and locations to find out the latest information in line with government guidance.
If you are looking for a dedicated one-to-one support visit, or to book a product repair at a Samsung Support Centre, Samsung Experience Store or Samsung KX, then please make an appointment in advance online.
If you require one-to-one product support for mobiles, tablets and/or wearables but prefer not to visit a store, we offer we virtual one-to-one support via our Video Chat service which is bookable here
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What policies are in place for visiting?
In line with updated Government guidance, the following is the status of Samsung Stores and locations as of the 26th of April 2021.
Please check the COVID-19 related information regarding visiting Samsung stores and locations to find out the latest information in line with government guidance.
When visiting one of our spaces please kindly respect the following safety measures:
• Use the hand sanitiser via the stations provided in store
• Pay via card payment where possible
• Keep at least 2m between you and other people
• Wear a face covering, unless you are exempt
• If you are experiencing any COVID-19 related symptoms or feel unwell we politely ask that you do not visit any stores
Please note that these details are subject to change based on local regulations.
Please check the COVID-19 related information regarding visiting Samsung stores and locations to find out the latest information in line with government guidance. -
Do I need to book an appointment?
If you are looking to browse products, you can visit Samsung Experience Stores and Samsung KX without an appointment. However, if you are looking for a dedicated one to one support visit, or to book a product repair at a Samsung Support Centre, Samsung Experience Store or Samsung KX, then please make an appointment to do so online.
Visit our Samsung Repair page for more information and to book an appointment online.
EMERGENCY ALERTS
Emergency Alerts
On 16th May 2021, the Government announced plans to launch a UK Emergency Alerts warning service. Ahead of introduction a series of public trials will take place, with the first in East Suffolk on the 25th May 2021 where residents will receive a test alert message.
Should the tests prove successful the capability will be made available for use across the whole of the UK later this year.
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What are Emergency Alerts?
Emergency Alerts are a public information service that the Government has developed to alert citizens to emergencies, both nation-wide and in their local area, that represent a severe threat to life and/or property. They are text-based messages that will be broadcast from cell towers to people’s mobile devices, detailing the emergency and actions people need to take to ensure their safety. -
What do the messages look like?
Emergency Alerts appear on your device's home screen. You have to acknowledge them before you can use your device’s other features. They appear as a notification and may include telephone numbers or website links to further information. A loud, distinct tone and vibration is usually associated with the message to raise awareness of the hazard or threat. -
What should I do when I receive an Emergency Alert?
Read the content carefully. An Emergency Alert is likely to include a link to gov.uk/alerts where further information is contained, and/or a helpline. -
Will Emergency Alerts work on all devices?
Emergency Alerts should be received on all Galaxy Fold, S, Note, and A Series devices, [from 2015 onwards], M11-51, J3, J4 and J6, Tab S3-S7, Tab Active 2, 3 and Pro, Tab A 7-10.5, and Xcover 4S, 5 and Pro models.
However, there are some factors which might mean you will not receive an alert. These include:
• A device needs to be on 4G or 5G to receive the alert. To note, a device that is normally on 4G or 5G can often connect to a 3G or a 2G signal inside buildings.
• The device does not have the latest software update or the software update has not been released (older devices have a slower update cycle).
• The device is not able to receive the alerts as it is no longer supported.
• The device is not a 4G-enabled device.
• The device was switched off. Although if you are in proximity to a cellular tower when the alert is broadcast, you will receive the alert when your phone is switched back on.
• The device was not connected to a mast broadcasting the Emergency Alert.
We recommend that customers download the latest software. To do this go:
Settings > Software update > Download and install -
How to find Emergency Alerts?
Android 11: Settings > Search for “emergency alerts” OR Settings > Notifications > Advanced Settings > Wireless Emergency Alerts
Android 10 and older OS versions: Messages app > Settings > Emergency Alert settings > Emergency Alerts -
Will all the Mobile Networks provide Emergency Alerts?
Emergency Alerts will be sent across all networks. -
Is my privacy and security protected?
No personal information (such as telephone number, identity or location) is used in the sending of any Emergency Alert.
For further information visit: gov.uk/alerts
CONTACTING US
Contacting Us
You can contact Samsung Support through the following options:
• Phone
• Live chat
• Video chat via appointment
• Samsung Members App
• Samsung Community
• Facebook messenger
• Twitter
To give you the best support, make sure you choose the right contact option from Product support, Samsung.com Shop support, or Business support from this page.
Code to Open Chat Window & Covid hash link
Code to Open Book appointment popup
Book an appointment
This video chat support is for smartphones, tablets and wearables only.
