Save your valuable
personal time to
visit a service center.
Quick help at your own home or workplace
Easy and convenient connection
Premium professional technical support
SMARTPHONES & TABLETS
What is Remote Service?
Samsung Remote Service 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
• Help setting up a Google and Samsung account
• Software and app updates
• Help with setting up email
accounts and day-to-day tasks
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
• Your device is running a minimum
of Android 6.0
• Your device has a stable internet connection
• Your device has the Smart Tutor app
installed from the Google Play Store
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.
※ If you have the latest Galaxy, Samsung Members app facilitates using Smart Tutor
2. Open the app by tapping the Smart Tutor icon.
3. Tab 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:
(This is a sample, and please add your local call center number.)
HK - 3698 4698
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 Remote Service?
Samsung Remote Service 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
• Diagnose your TV
• Customize the TV setting for you (Picture, Sound, etc)
• Backup & Restore your customized setting
• Reset your TV to the factory default
• Install the latest firmware
• Manage Smart Hub optimally
Remote Service advantages
• Bespoke and direct 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-scree
Remote Service requirements
• E series TV and above
• Your TV has a stable internet connection
How do I use Remote Service
Call a Samsung technician
1. Call Samsung customer service on:
HK - 3698 4698
Please advise customer service that you wish to use Remote Service
Find your PIN
2. Standard TV remote : Press the MENU button and use Up up or Down down
to select Support and then press ENTER.
Select Remote Management and press the ENTER button.
Smart Touch remote : Press the MORE button and then resume with the
steps above using the touchpad to navigate.
Connect to Remote Service
3. Your TV will display an 8-digit PIN.
※ a single PIN can only be used once by an technician for a Remote Service session.
This is for your security
※ a single PIN can only be used once by an technician for a Remote Service session.
This is for your security
FREQUENTLY ASKED QUESTIONS
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Does my device need to be connected to the Internet?Yes, in order for the Samsung technician to access and control your device it needs to be connected to a stable high speed network. If your device cannot access the internet or your network connection is unstable or slow you will receive a message that you are unable to connect to the Remote Management service.
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Is the Remote Service safe?Yes, the Remote Service system uses a secure connection between your device and our server. All information is stored on Samsungs servers and no third party company has access to this information. No unwanted information or malicious programs can be sent to your device.
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Can Samsung access my device at anytime?No, 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. Powering off the TV will also terminate any session immediately.
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Can the Samsung technician see what I am watching?Yes the Samsung technician will be able to see the incoming picture. Through this the technician can determine if the problem is being cause by the input or the device. E.g: if the Samsung technician 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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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 technician do once connected to my device?Once connected to your device a technician can control it as if they were in front of the device itself. If you need to connect to Remote Service again the technician can quickly review which settings have been changed from the previous session.
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Can a Samsung technician see me through a built-in TV camera?A Samsung technician 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 technicians 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 technician from seeing you while accessing the application. There is no way for the technician to access your built in camera without your knowledge.
