SMARTPHONES & TABLET
What is Remote Service?
Samsung Remote Service enables one of our specially trained customer service agents to remotely view and control your Samsung smartphone or tablet to directly help you with your product.
Service provided
• New features advice
• Software and application updates
• Account settings (Samsung/Google™/email/etc.)
Advantages
• Direct bespoke assistance as if you were with a customer service agent
• Optimised device settings and advice on how to use features
• All steps are shown live on-screen
Requirements
• Your device is running Android 6.0 or later
• Your device has a stable internet connection
• Your device has the Smart Tutor app installed
How to access Smart Tutor installation
For convenient customer support, access Samsung's Remote Service by downloading the Smart Tutor app from Samsung Galaxy device settings, Samsung Members app, or from the "Contact us" menu in other Samsung apps.
Galaxy device settings
1. Go to Settings > Select Tips and user guide.
2. Select Remote management.
3. Tap Install Smart Tutor > Once installed, tap Get started.
Samsung Members app
1. Open Samsung Members app > Tap Support icon.
2. Swipe to Quick help > Select Remote Management.
3. Tap Install Remote Management > Once installed, tap Get started.
Other Samsung apps
* The Samsung Messages app is used as an example.
1. Open Samsung Messages app > Tap More options (three vertical dots) > Select Settings.
2. Select Contact us.
3. Select Remote Management.
4. Tap Install Remote Management > Once installed, tap Get started.
How to use Remote Service
Follow the instructions to install Smart Tutor and use the Remote Service.
Install Smart Tutor
1. Open the Smart Tutor app > Tap OK > Tap Authority mode.
* Allow all permission and access for the Smart Tutor app when prompted by pop-ups.
Accept Terms and Conditions
2. Read and accept the Terms and Conditions if you agree with them
3. If you are prompted to install an update, please do so by following the on-screen instructions
Contact Samsung customer service
4. A pop-up window will appear allowing you to contact customer service directly
Please note: If you press "Cancel" you will go to the next step.
5. Contact Samsung on the number provided on screen. Tell the agent that you want to use Remote Service
6. Insert the 6-digit PIN code provided by the agent
7. You are now connected to the Remote Support Service
Privacy Functions
Security pop up message
When an agent tries to access private applications like 'Messages', 'Phonebook', 'Gallery', 'Camera', etc. a security pop up will appear asking whether you consent access to these apps. Agent cannot control your device without your permission.
Security pop up message
If you want to hide something private, you can still do so even though the agent already has access to your device.
1. Swipe down from the top of the screen to reveal the notification bar and tap Smart Tutor Connection
2. You will see the Lock menu
3. If you tap the menu, it will display 'LOCK' and stop sharing the screen
If you tap 'LOCK' again, it will start to share the screen.
* Remote Service is available during call center hours. Hours of operation vary by country or region.
* Response times may vary depending on call loads and other factors. A caller may be put on hold and/or offered a call back at a later time.
* Use of ‘Smart Tutor’ services may be limited in some countries.
* Instructions, availability of the features, and/or user interfaces may vary depending on the device model, OS/One UI version, and country, and is subject to change without notification.
* The 'Smart Tutor' service requires a network (Data or Wi-Fi) connection.
SMART-TVS
What is Remote Service?
Samsung Remote Service enables one of our specially trained customer service agents to remotely view and control your Samsung TV to directly help you with your product.
Service provided
• Diagnose your TV
• Customise TV settings for you (Picture, Sound, etc.)
• Backup & Restore your customised settings
• Carry out a factory reset
• Install the latest firmware
• Manage Smart Hub optimally
Advantages
• Direct bespoke assistance as if you were with a customer service agent
• Optimised device settings and advice on how to use features
• All steps are shown live on-screen
Requirements
• E series TV and later
• Your TV has a stable internet connection
How to use Remote Service
Contact Samsung customer service
1. Contact Samsung Customer service on: 01 48 63 00 00
Tell the agent that you want to use Remote Service
Find your PIN
2. Standard remote control: Press the MENU button and Up or Down to select Support and then press Enter.
Smart Touch remote: Press MORE button and then resume with the steps above using the touchpad to navigate.
Connect to Remote Service
3. Share the 8-digit PIN that appears on your TV with the agent
Please note: For your security, a single PIN can only be used once by an agent for Remote Service.
4. You are now connected to the Remote Support Service
FREQUENTLY ASKED QUESTION
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Can a Samsung customer service agent see me through the webcam built into the TV?There is no way for a Samsung customer service agent to access your built-in or connected camera without your knowledge. An agent can only see what’s showing on your TV screen. With your permission, if they access an app that uses the camera (Google Meet, MyFitness app, etc.) the camera output will be displayed on the TV screen and be visible to the agent. The agent will never access these types of apps while connected to your TV unless they are specifically asked to do so in order to test that particular app's functionality. You can set the camera to the closed position, remove the camera's USB Plug or attach the cover to prevent the agent from seeing you while accessing the app.
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Does my device need to be connected to the internet?Yes, in order for a Samsung customer service agent to access and control your device it needs to be connected to a stable high speed network.
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Is Remote Service Safe?Yes, the Remote Service system only allows Samsung to connect to your device for a single session. Once the connection is terminated Samsung cannot reconnect without a new PIN being generated by you.
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Can Samsung access my device at any time?No, the Remote Support Service system only allows Samsung to connect to your device for a single session. Once the connection is interrupted, Samsung will only be able to reconnect if you generate a new PIN. Turning off the TV also immediately ends the session.
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Can a Samsung customer service agent see what I am watching?Yes, a Samsung customer service agent will be able to see the incoming picture. This way the agent can determine if the problem is being caused by the input or the device. Example: if the agent connects to the device and can see a line in the image then they know that that line is being created by the incoming signal not the device. If the agent cannot see the line they know that there is a problem with the device).
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Do I have to pay for this service?No, Remote Service is offered free of charge to our customers. Samsung strives to constantly provide our customers with the best support for their products.
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What can a Samsung customer service agent do once connected to my device?Once connected to your device a Samsung customer service agent can control it as if they were in front of the device itself. If you need to connect to Remote Service again the agent can quickly review which settings have been changed from the previous session.
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