Welcome to the support page for your product. If you have a question to ask, need some advice or are having any issues, then please contact us using the number on the right hand side of this page. Please also scroll down this page to see further support information.
The Samsung Members app is a great place to get the latest news, tips, and support from Samsung. You can also send questions and reports to our teams and help us improve our products.
The app comes pre-installed on new devices, but you can also install it on older devices by searching for 'Samsung Members' in the Play Store.
You can also register your products, access FAQs and live chat, as well as get remote support and device diagnostics.
How do I submit an Error Report?
If you’re experiencing an unusual behaviour on Samsung mobiles, tablets, or selected wearables, sending an error report allows us to take a closer look at what is happening when this is occurring.
The data is anonymised and only held for the duration of the investigation of the report. If you can, send an error report as soon as you experience the issue (preferably within 15 mins in order for us to get the data that we need).
The first time you tap the 'Send Feedback' option, you will be asked to confirm whether to send it Always or Once only.
To submit an error report on a mobile or tablet, launch ‘Samsung Members App’ > Support > Send Feedback > Error Report
On the watch, make sure that Settings > About Gear > Report Diagnostics > Toggle On, then on your phone, launch ‘Galaxy Wearable App’ > More (3 dots) > Contact us > Error Reports > Input Symptoms > SEND
Depending on the purpose of the app and its permissions, it's possible that the app is in violation of Google Play services terms. These state that adverts on the lock screen are not allowed unless the stated purpose of that app relates to the lock screen.
How do I know which app is causing the problem?
If the ads have only recently started appearing, it is likely due to an app you have either recently downloaded or an old app that has recently updated and changed its permissions.
The below apps have added advertisements to the lock screen at some point. If you have any of these apps on your device, try uninstalling or disabling them to solve the problem:
- Super-Bright LED Flashlight/Torch
- ES App Locker
- GO apps (e.g. GO Keyboard, GO Weather)
- Peel Remote app
- Photo Editor Pro
- TouchPal apps
- VideoShow video editor
- Z Camera (and Zero Team apps)
- Battery Doctor
- UC Browser
- Photo Collage Editor
- LOCX: App Lock
- Solo Launcher
- Dolphin Browser
he Gear Fit2 calculates the number of floors climbed as the number of steps taken combined with the height. It calculates one floor as climbing up three metres. This is also why your floor count might increase if you walk up a steep path.
The floor count may not reflect the actual number of floors climbed if there is a difference in height between floors.
If you need advice about your product, please in the first instance contact the support provider using the number on this support page. If your product has developed a fault or you need to return it then please visit our most up to date returns policy here.