Lost connection during data transfer to a Samsung Galaxy Alpha via Smart Switch. What now?

Q: When I try to connect my old device and my Galaxy Alpha to transfer data through Smart Switch Mobile the connection is sometimes lost and data transmission fails. What should I do?  

Generally for the connection to be successful place the devices close together (approx 20 cm apart), open the application in both devices and tap the Connect button on only one of the devices.

But, because Smart Switch Mobile uses high frequency audio to establish a connection between devices, you should keep in mind the points below:

For connection between the devices the Wi-Fi MAC address is transferred using high frequency audio via the speaker of the old device into the microphone of the new device.

Consequently, if the speaker of the old device is covered or blocked by your hand or an object the audio signal required for connection purposes may be diminished and the connection will be lost. Also please ensure that the speaker is not covered and that it's facing the Galaxy Alpha's microphone.


If you are still having difficulty or are unable to connect between devices or often disconnected via Smart Switch Mobile,
please see further advice below:

1. Try to transfer / use SMART SWITCH for Mobile in a quiet area away from noise.
2. Tap the Transfer button only on the old device.

You may not be able to connect if the application is not open or the button is not tapped on one of the devices, or if a pair of earphones or a Bluetooth headset is connected to the device.

If you are looking to switch from a non-Samsung device to a supported Samsung device then please use the
Smart Switch PC software tool. For more information please visit http://www.samsung.com/smartswitch.

Not finding what you're looking for? We're here to help.



Tweet us | 9am to 9pm, 7 days a week.

Facebook Messenger

We are here to chat | 9am-9pm, 7 days a week.

Monday to Sunday | 8am to 10pm
SmartThings Monday to Friday | 9am-5:30pm


We'll respond within 24 hours of your request.

Email Samsung Shop

For new and existing orders

Order Status & Tracking

Login to get an update on your Samsung Shop order

SmartThings Support

Help with Hubs, Kits, Sensor and Outlets

Track my repair

Check the status of your repair with Samsung


0330 726 7864General Support

Monday to Sunday | 8am to 10pm

B2B Support

Monday to Friday | 9am to 6pm

0330 726 7467Samsung Shop

For new and existing orders:
Monday to Sunday | 8am to 10pm

Calls to 0330 numbers cost no more than calls to geographic numbers (01 or 02).
Calls from landlines and mobiles are included in free call packages.
Call charges are subject to change and this information is provided as a reference only.
Calls maybe recorded for training and quality purposes.
For information on how we collect and use your details, please refer to our Privacy policy.

* For any printer related enquiries please visit the HP website.

Face-to-face support

Contact Us