SmartThings – Enable Account Data Access for Support

Category: SmartThings > Account & Support

Answer:

In some cases, SmartThings Support may request temporary access to diagnostic account information to assist with troubleshooting and investigating issues.

Account Data Access is disabled by default and can only be enabled with your permission.

Important:

• Granting access is optional.
• SmartThings Support cannot access highly sensitive information such as camera video feeds.
• Access is provided only for troubleshooting purposes.
• Access automatically expires based on the duration you select.

Enable Account Data Access

1. Open a web browser.
2. Go to my.smartthings.com.
3. Sign in with your Samsung Account.
4. Open the Menu (☰).
5. Select Settings.
6. Locate Account Data Access.
7. Toggle Account Data Access On.
8. Select the desired access duration.
9. Tap Confirm.

When to Enable Account Data Access

You may be asked to enable access when:

• Troubleshooting device issues
• Investigating automation failures
• Diagnosing hub connectivity problems
• Resolving account-related issues
• Working with SmartThings Support on advanced troubleshooting

Privacy Information

• Account Data Access is not enabled automatically.
• SmartThings Support must have your consent before access is granted.
• Camera feeds and other highly sensitive information remain unavailable to support personnel.
• Access is limited to troubleshooting and diagnostic purposes.

Disable Account Data Access

If you no longer wish to provide access:

1. Sign in to my.smartthings.com.
2. Open Menu (☰).
3. Select Settings.
4. Locate Account Data Access.
5. Toggle the feature Off.

Good to Know

• Enabling access may allow SmartThings Support to resolve issues more efficiently.
• Some troubleshooting requests may be limited if support cannot review account information.
• Access can be disabled at any time.
• Access automatically expires after the selected duration.
• A Samsung Account is required to manage support access settings.