Samsung Access Mobile FAQs

1.  Overview

·       What is Samsung Access?
Samsung Access
is a monthly subscriptionα that gives you the ability to upgrade to the latest Samsung device, so you’re always on the forefront of what’s new without being tied down.

Gain access to the latest Samsung products, plus Samsung Care+ coverage and exclusive benefits, with one streamlined monthly payment.

·       What is included in the Samsung Access program?

Samsung Access for Mobile includes:
        o   Your choice of the latest eligible devices.
        o   Samsung Care+
        o   Your choice of either the productivity or gaming service.

§  Productivity
·       1TB of OneDrive Cloud storage.
·       Microsoft 365 Personal (up to 5 devices including PCs/Macs) with:
        o   Word
        o   Excel
        o   PowerPoint
        o   Outlook
        o   Publisher (PC only)
        o   Access (PC only)
        o   Skype

§  Gaming
    ·       Xbox Game Pass Ultimate
    ·       Bluetooth controller
            o   Monthly paymentsα
            o   Upgrade every 9 months or upgrade earlier for $100α
            o   Cancel after 3 months or cancel earlier for $100α

·       Where can I sign up for Samsung Access?
Sign up for Samsung Access at samsung.com/us/shop/access. If you do not already have an approved Samsung Financing account, you will be prompted to complete a Samsung Financing application during checkout.α

·       How can I manage my subscription?
Log in to your account on Samsung.com. From there, you can manage your Samsung Access subscription (i.e., upgrade, return, cancel, etc.).
You can manage your Samsung Financing account online on the TD Bank website anytime to:

        o   Pay your bill.
        o   View account activity.
        o   Check your balance.

·       Can I trade in my current phone to join Samsung Access?
Yes, Samsung Access can be combined with every day trade-in, which allows customers to trade in an eligible device and receive an instant trade-in credit toward their purchase.

See the Trade-in FAQs for more information.

·       What is Xbox Game Pass Ultimate?
Xbox Game Pass Ultimate is a subscription service that allows you to access 100+ video games from your Galaxy (5G), PC or Xbox One.

·       Can I still take advantage of Xbox Game Pass Ultimate if I already subscribe to it?
Samsung Access Gaming includes membership to Game Pass Ultimate. Therefore, you can either cancel your previous membership to Game Pass Ultimate, or use the new membership with another Microsoft account.

·       What is Samsung Care+?
Samsung Care+ includes setup assistance and remote technical support. It also provides replacement coverage for covered product hardware failures due to normal wear and tear as well as coverage for accidental damage from day one (such as drops, liquid spills, and cracks). Find answers to frequently asked questions here .

·       How do I sign up for Samsung Care+?
Samsung Care+ is included with your Samsung Access subscription so you will see it automatically in your cart.

·       Does Samsung Access work with any other promotions
Samsung Access cannot be combined with any other promotions, discounts, or offers. See the Terms & Conditions for more details.

2.  Benefits

·       How do I access Microsoft 365 and OneDrive Cloud, or Xbox Game Pass Ultimate?
You will receive a confirmation email with redemption instructions within 30 days of purchase. If you do not already have Microsoft 365 and OneDrive Cloud, or Xbox Game Pass available on your mobile device, you can download them from the Samsung Galaxy Store or Google Play Store.

·       What is included with Microsoft 365?
The following are included in your Microsoft 365 Personal license:
         •  Word
         •  PowerPoint
         •  Excel
         •  Outlook
         •  Publisher (PC Only)
         •  Access (PC Only)
         •  Skype

·       How much cloud space is included with OneDrive?
Samsung Access includes 1TB of Microsoft Cloud storage with the productivity subscription.

·       Can I use Microsoft 365 and OneDrive on multiple devices?
Productivity subscribers will have a full personal license to Microsoft 365 and OneDrive. Use Microsoft 365 and OneDrive on up to five devices at a time. Note: If you share a device with someone else, you will only have access to Office when logged into your Microsoft 365 account.

·       Can I use Xbox Game Pass on other devices?
You can sign into other devices with your Xbox Game Pass Ultimate but may only sign into one device at a time.

·       Where do I go for Microsoft 365 and OneDrive Cloud Support?
You can access Microsoft 365 and OneDrive Cloud support at  or by calling +1-800-642-7676.

·       Where do I go for Xbox Game Pass support?
You can access Xbox support at support.xbox.com/contact-us or by calling +1-800-469-9269.

3.  Payments and Financing

·       Does Samsung Access require financing?
Yes, Samsung Access requires an approved Samsung Financing Account issued by TD Bank (our financing partner). See full Terms & Conditions for more information.

·       Does Samsung Access affect my credit?
Applying for Samsung Financing issued by TD Bank will require a credit check, and your payment history will appear on your credit report.

·       How do I know when my first payment is due?
TD Bank will mail you a billing statement after you make your first purchase using your Samsung Financing account. The billing statement will include your payment due date.

Your payment due date will be at least 21 days after the statement is sent or made available. You will receive additional account information by mail from TD Bank (our financing partner) within 7-10 days of being approved for an account.

You can check your TD Account online at any time to:
        o   Pay your bill.
        o   View account activity.
        o   Check your balance.

·       What happens to my financing account when I upgrade or cancel?
Once you have returned your device in good condition, a Samsung Access Credit will be applied to your Samsung Financing Account to pay off the remaining balance of the Access Program device.
Pending receipt of the Samsung Access Credit, you must continue to make all minimum payments as required by the Financing Account terms. See the full Terms & Conditions for more information.

4.  Requirements


·       What are the requirements for Samsung Access?
Anyone who is approved for a Samsung Financing Account by TD Bank, and uses a Samsung Account can participate in Samsung Access, subject to available credit. A Samsung Account can be your existing account, or if you don’t have one then you can create one for free. See the full Terms & Conditions for more details.

·       What condition does my device need to be in to ensure I can upgrade or cancel with no additional charge?
In order to receive the maximum amount of Samsung Access credit, your device must meet all of the criteria outlined in the Terms & Conditions. The main criteria is listed below:
        o   It powers on, holds a charge and does not power off unexpectedly;
        o   It has a functioning display;
        o   It has no breaks or cracks or other defects that go beyond normal wear and tear.

If you believe your device does not meet any of the requirements above due to a defect covered by Samsung’s Standard Limited Warranty, please contact Samsung to determine whether your Program Device is eligible for repair or replacement.
If your device does not meet one or more of the criteria above and you have maintained Premium Care on your device, you will need to contact Premium Care as you will not be allowed to return or upgrade your device and receive full credit until all of the above criteria are met

5.  Returns


·       What is the return policy for Samsung Access?
The normal Samsung.com return policy applies to Samsung Access. Click here to see the Samsung return policy.
After the normal Samsung return period, the Cancel and Upgrade policies are in effect. This means you can upgrade without a fee after 9 months, cancel without a fee after 3 months, or upgrade or cancel earlier for $100. Click here for more information.

·       How do I return my device?
You can return your Samsung Access device just as you would any other product purchased through Samsung.com. Click here to log in to My Orders page and initiate a return. A return button is available next to your item below the TRACK ORDER button.

·       What happens if I do not return my Samsung Access device upon upgrade or cancellation?
If you do not return your Samsung Access device when upgrading to a new device or cancelling your Samsung Access subscription, you will not receive a Samsung Access Credit to your Samsung Financing Account for the remaining balance of the Access device. You will be responsible for paying the remaining monthly payments until the balance on your Samsung Financing Account is paid off.
Make sure you enjoy the benefits of your available upgrades or return the device if you choose to cancel. See full Terms & Conditions for more information.

·       Do I need to return accessories if I upgrade or cancel?
No – you can keep the accessories (e.g., charger, game controller, etc.).

6.  Upgrades


·       What is the upgrade policy for Samsung Access?
Upgrade mobile devices every 9 months from the shipment date or pay $100 to upgrade sooner. You must return your prior new device within 14 days of receiving your new device. See full Terms & Conditions for more information.

·       When can I upgrade?
For mobile, you are able to upgrade every 9 months with no fee. Want a new device sooner? Pay a $100 fee to upgrade before the 9-month mark.

·       Are there any fees for upgrading?
For mobile, you are able to upgrade every 9 months with no fee or pay a $100 fee to upgrade before the 9-month mark. If applicable, the Upgrade Fee will be applied to your Financing Account and will be payable on the next monthly statement. If the price of the new phone is different than the price of the initial phone, your monthly price will be adjusted to reflect the difference in price.

·       How do I upgrade to a new device?
You can upgrade to a new device through Samsung Access by logging into your Samsung Account and selecting the eligible device you want to upgrade.

Check to make sure your upgrade eligible device is in good condition (see Terms & Conditions), and then follow the steps to select your new device. Send your old device back using the return label sent to your e-mail address and either the original box your old device came in, or a box that will safely transport it.

·       Can I upgrade to any Samsung Mobile Device?
You can upgrade to an eligible unlocked latest flagship devices(S and Note series) in any available color and memory on Samsung.com. Check what is available https://www.samsung.com/us/shop/access/mobile/

·       Do I have to upgrade my phone after 9 months?
There is no obligation to Upgrade, but you will still be subject to your monthly payment obligations in accordance with the terms of the program. If a subscriber completes making 36 months of payment without making an upgrade, Samsung Access program terminates.

·       How do I transfer my data to the new Samsung phone?
We encourage you to use the Smart Switch function available on the new phone to transfer your data from the previous phone. While this step is not required, Smart Switch is an easy-to-use way for you to transfer your data. Samsung does not perform this step on your behalf.

7.  Cancellations


·       What is the cancellation policy for Samsung Access?
You can cancel after three months for no fee or pay $100 through your Samsung Financing Account to cancel before this period. The $100 fee will be due on your next Samsung Financing account bill.
Note:  If you cancel and re-enroll before nine months have passed since your initial enrollment date, you can either re-enroll with the same phone model or re-enroll with a different model for $100. See the Terms & Conditions for more details.

·       What do I do with the device after I cancel?
If you are returning your mobile device in connection with a cancellation, it must be returned within 14 days after you have requested Access Credit. You must follow the instructions for the return of your program device, including using a trackable shipment method provided by Samsung. Samsung will consider your Program Device returned as of the date it is delivered to Samsung’s authorized shipping provider with the prepaid return label Samsung sent you. See the Terms & Conditions for more information on cancellations.

·       How do I cancel?
You can cancel your subscription on the My Subscriptions page under My Account. You will need to return your device in order to complete the cancellation.

We will provide you with a shipping label via email once you cancel and initiate your return. You will need to print the shipping label and tape it to your return box.

You can use the original box the device came in or another similar box that will safely ship your item. Note: There is a $100 charge if you cancel before three months.

·         Subject to credit approval. Restrictions apply. Upgrade after 9 months or cancel after 3 months at no additional charge. Upgrade or cancel earlier for $100. If you cancel and re-enroll before nine months have passed since your initial enrollment date, you can either re-enroll with the same phone model or re-enroll with a different model for $100.  In order to upgrade or cancel, you must return your initial device to Samsung in good condition and meet all requirements stated in the full terms and conditions for the Samsung Access Program. Your monthly payment will include the price of the device, Premium Care, and services. See all Premium Care Terms of Service . See Samsung Access Program Terms & Conditions  for full details.


Last Updated 3/11/2021