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SMARTPHONES & TABLETS
What is Smartphone Remote Service?
Samsung Remote Service enables one of our specially trained tech support agent to remotely view and control your smartphone or tablet to directly help you with your device.
Remote Service can provide
Assist to configure your Smartphone/Tablet to preferred settings
Software update and application updates
Guide you on how to use the device features
Help with setting up email accounts and day-to-day tasks
Remote Service advantages
Direct assistance as if you were with a Service engineer
Optimised device settings and advice on how to use features
Check what are the applications that are causing the issues on the device
All steps are shown live on-screen and any access to secured data requires the user's permission
Remote Service requirements
Your device is running at minimum of Android 6.0 Android version.
Your device has a stable internet connection (WiFi or 5G/LTE data)
Your device was installed with Smart Tutor app from the Google Play Store or Galaxy Apps
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
Install Smart Tutor
1. Download and install the Smart Tutor app which is free from the
Google Play store or Samsung Galaxy Apps.
2. Open the app by tapping the Smart Tutor icon.
3. Tap OK after checking app information
Accept Term & Condition
4. Read and accept the Terms and Conditions if you agree with them.
5. If you are prompted to install an update then please do so by following the on-screen instructions.
Call a Samsung technician
6. Call Samsung customer service on:
UAE: 800-7267864
Oman : 800-72627
Bahrain : 8000-4726
Kuwait : 183-2255
Qatar : 800-2255
Please advise customer service that you wish to use Remote Service
then 6 digit PIN code will be provided by tech. expert
7. Input PIN code
8. Connected to Remote service
Privacy Functions
Security popup message
When agents try to access privacy application
like ‘message’, ‘phonebook’, ‘gallery’ , camera, etc
A warning popup will be shown and asking whether you allow the agents to access those apps. Agents can not control your device without your permission
Security popup message
If you would like to hide something private,
you can do it without sharing the screen even though agent(s) has a
permission to access private information.
1. Scroll down the notification bar and tapping Smart Tutor Connection.
2. Then you can see the Lock menu.
3. If you tap the menu, it displays “UNLOCKED” and stops sharing the screen.
※ If you tap “UNLOCKED” again, it starts to share the screen
※ If you tap “UNLOCKED” again, it starts 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 Samsung TV Remote Service?
Samsung Remote Service enables one of our specially trained Tech Support agent to remotely view and control your Samsung TV to directly help you with your TV.
Remote Service can provide
TV Diagnosis
Customize the TV setting for you (Picture, Sound, etc.)
Back Up and Restore
Resetting the TV to factory default
Install Latest Firmware/Software
Managing the Smart Hub feature
Remote Service advantages
• Bespoke and direct assistance as
if you were with a technician
• Optimised device settings and advice
on how to use features
• All steps are shown live on-screen
Remote Service requirements
• Smart TV starting with E-series and with Remote Service capability
found in settings menu.
• Your device has a stable internet connection (8Mbps)
• Service is available in your country
How do I use Remote Service
Call Samsung Contact Center
1. Call Samsung in the following toll free numbers:
UAE : 800-7267864
Oman : 800-72627
Bahrain: 8000-4726
Kuwait : 183-2255
Qatar : 800-2255
Please advise the support agent that you wish to use Remote Service.
You may access Remote Management in the Support Menu and select Remote Management.
Agree with Terms and Conditions
2. Once you select Remote Management, you will be directed to View the Terms of Remote Management.
Click View Terms and you may agree with the Terms and Conditions to proceed with the service.
※ You may click View Details to see the list of Terms and Conditions
※ You may click View Details to see the list of Terms and Conditions
Connect to Remote Service
3. Your TV will display an 8-digit PIN and give it to the Support Agent.
The connection will proceed and the Support Agent can check your TV visually.
※ a single PIN can only be used once by the Support Agent for a Remote Service session. It cannot be reused.This is for your security.
※ a single PIN can only be used once by the Support Agent for a Remote Service session. It cannot be reused.This is for your security.
DIGITAL APPLIANCE
What is Visual Support Service?
Visual Support enables one of our specially trained technicians to remotely view
and control your Samsung TV and smartphone to directly help you with your product.
Remote Service can provide
• TV Diagnosis
• Customize the TV setting for you (Picture, Sound, etc.)
• Back Up and Restore
• Resetting TV to factory default
• Install Latest Firware
• Managing Smart Hub
Remote Service advantages
• Bespoke and direct assistance as
if you were with a technician
• Optimised device settings and advice
on how to use features
• All steps are shown live on-screen
Remote Service requirements
• Smart TV starting with E-series and with Remote Service capability
found in settings menu.
• Your device has a stable internet connection (8Mbps)
• Service is available in your country
How do I use Remote Service
Call Samsung Contact Center
1. Call Samsung in the following toll free numbers:
UAE : 800-7267864
Oman : 800-72627
Bahrain: 8000-4726
Kuwait : 183-2255
Qatar : 800-2255
Please advise the support agent that you wish to use Remote Service.
You may access Remote Management in the Support Menu and select Remote Management.
Agree with Terms and Conditions
2. Once you select Remote Management, you will be directed to View the Terms of Remote Management.
Click View Terms and you may agree with the Terms and Conditions to proceed with the service.
※ You may click View Details to see the list of Terms and Conditions
※ You may click View Details to see the list of Terms and Conditions
Connect to Remote Service
3. Your TV will display an 8-digit PIN and give it to the Support Agent.
The connection will proceed and the Support Agent can check your TV visually.
※ a single PIN can only be used once by the Support Agent for a Remote Service session. It cannot be reused.This is for your security.
※ a single PIN can only be used once by the Support Agent for a Remote Service session. It cannot be reused.This is for your security.
FREQUENTLY ASKED QUESTIONS
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[SmartPhone] What conditions are restricted to use this service?All Android smartphone and tablet series (over the Froyo Version) can be offered of this service. GED (Google Experience Device) is not supported of Remote Management.
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[SmartPhone] Do I have to pay for using this service?It depends on the method of data network connection. Once using Wi-Fi, there is no charge. But if using 3G or 4G (LTE) data connection, the service provider will charge some fees according to your network data fee. Before the connection, ensure to check if Wi-Fi is available for free support.
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[SmartPhone] What is the benefit?Safety and Reliable : Don't worry about exposing your private information. "Smart Tutor" restricts a tech expert from accessing applications with customer's private information such as Gallery, Message, E-mail, and other throughout special features. Convenient and Easy : Provide Remote Support from your Android device quickly and easily as long as the phone is connected to internet.
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[SmartPhone] After terminating this service, Smart Tutor application is still installed. Is it safe?If there is no connection with a tech expert, it's not sharing your information and data. Once it is connected to the tech expert, you can see "Smart Tutor Active" in red text appearing on the right or bottom part of the mobile screen.
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[SmartPhone] A tech expert can easily see all my personal data?A tech expert can see all menu and data in the mobile in order to diagnose. But if you don't want to share some information, you can choose "No" option. When a tech expert is trying to access personal information and menu, some pop-up message will appear and will ask for your permission.
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[TV] Does my TV need to be connected to the internet?Yes, in order for the Samsung Technician to access and control your TV, it must be connected to a stable high speed network. If the TV cannot access the internet of your network connection to the TV is unstable or slow, you will receive a message that you are unable to connect to the Remote Management Service.
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[TV] Is the Remote Management service safe?Yes, the remote management system uses a secure connection between your TV and our server. All information is stored on Samsung's servers and no third party company has access to this information. No unwanted information can be sent to your TV or any malicious programs.
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[TV] Can Samsung access my TV anytime they want?No, The Remote Management system only allows Samsung to connect to your TV for a session and once the connection is terminated Samsung cannot reconnect without a new session being initiated by you. Powering off the TV will also terminate any session immediately.
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[TV] Can the Samsung agent see what I am watching?Yes, the Samsung agent will be able to see the incoming signals picture. Through this, the agent can determine if the problem is being caused by the signal or the TVs panel. For Example: If the agent connects to the TV and can see a line in the image then he knows that that line is being created by the incoming signal not the TV. If the technician cannot see the line we know that there is a problem with the TV.
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[TV] Do I have to pay for this service?No, the Remote Management service is offered free of charge to our customers. Samsung strives to constantly provide our customers with the best support for their products. The Remote Management system is just an additional service we now offer to our customers.
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[TV] What can you do once you are connected to my TV?Once connected to the TV, an agent can control the TV as if they were in front of the TV itself and make any adjustment to the consumer settings. The history of previous settings on the TV can be saved and the agent can view that. Hence, the agent can quickly review which settings have been changed from the previous session.
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[TV] Can the Samsung agent see me through a built in TV camera?The Samsung agent could see you through the built-in camera but only if they are accessing an app that uses the built in camera (Skype, Camera app, etc). The Samsung agents 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 apps functionality. You can set the camera to the closed position to prevent the agent from seeing you while accessing the application. There is no way for the agent to access your built in camera without your knowledge.
