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What is Remote Service?

Samsung Remote Service enables one of our specially trained technicians to remotely view
and control your Samsung TV or smartphone to directly help you with your product.

Remote Service can provide

• Help setting up a Google and Samsung account

• Software and application updates

• Help with setting up email accounts and day-to-day tasks

Remote Service advantages

• 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 Version 6.0

• Your device has a stable internet connection

• Your device has the Smart Tutor application installed from the Google Play Store

In order for Remote Service to work your smartphone or tablet must be connected to a high speed internet connection.
It is highly recommended that you connect to WiFi as you may incur network charges for using mobile data out of your allowance.
Please contact your network provider for further information.

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

Galaxy Remote Service Galaxy 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. Tab OK after checking app information

Accept Terms & Conditions

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 our Samsung Customer Care line

6. Call Samsung customer service on 1300 362 603 which is available 24 hours 7 days a week

Please advise customer service that you wish to use Remote Service
then 6 digit PIN code will be provided by technical expert

7. Input PIN code

8. Connected to Remote Service

Privacy Functions

Security popup message

When our agents try to access applications which may contain private information (such as ‘Messages’, ‘Phonebook’, ‘Gallery’, 'Camera', etc.), a security message will popup.
The message will ask whether you would like to proceed with our agents having access to these applications. Please note our agents cannot control your device without your consent.

Security popup message

If you choose not to allow access for the agent to a specific application which contains private information, you may choose the "No" option accordingly.

1. Scroll down the notification bar and tap Smart Tutor Connection.

2. You will then see the Lock menu.

3. If you tap the menu, it displays “UNLOCKED” and stops sharing the display screen.

※ If you tap “UNLOCKED” again, it will share the display screen.

※ If you tap “UNLOCKED” again, it will share the display 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.

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

• TV Diagnostics

• Help with Smart Hub

• Custom TV settings

• Firmware updates and backups

Remote Service advantages

• You can follow the steps of the technician helping you on-screen

• One-on-one support for all your Smart Hub questions

• Get the most out of your TV with advice from an expert

Remote Service requirements

• Your TV is ES5500, F5500 or later (except F6100)

• Your TV is connected to a fast internet connection

• You are in front of your TV

Note: in order for Remote Service to work your TV must be connected to a high speed internet connection. If your TV cannot access the internet or your connection is too slow you will receive a message that you are unable to connect to Remote Service.

How do I use Remote Service

Call our Samsung Customer Care line

1. Call Samsung customer service on 1300 362 603 which is available 24 hours 7 days a week

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 a technician for a Remote Service session.
This is for your own security

※ a single PIN can only be used once by a technician for a Remote Service session.
This is for your own security

  • Does my device need to be connected to the Internet?

    Yes, in order for the Samsung technician to remotely access your device ,it needs to be connected to a stable high speed network. If your device cannot access the Internet, or if your network connection is unstable/slow, you will receive a message that you are unable to connect to the Remote Management service.

  • Yes, the Remote Service system uses a secure connection between your device and our server. All information is stored on Samsung servers and no third party company has access to this information. No unwanted information or malicious programs can be sent to your device.

  • 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 your device will also terminate the session immediately.

  • Yes, the Samsung technician will be able to see what is currently being displayed. Through this, the Samsung technician can determine if the root cause of the issue you are experiencing. E.g.: if the Samsung technician connects to your 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.

  • No, the Remote Service is offered free of charge to our customers. Samsung strives to constantly provide our customers with the best support for their products.

  • Once connected to your device, a Samsung technician can control it as if they were in front of the device in person. If you need to connect to Remote Service again the technician can quickly review which settings have been changed from the previous session.

  • A Samsung technician could see you through the built-in camera, only if they are accessing an app that uses the built-in camera (e.g. Skype, Camera app, etc.). The Samsung technicians will never access these types of apps while connected to your device unless they are specifically asked to do so in order to test that particular 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.

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