Add serial number to smartthings app?

Apps & Clients SmartThings (Samsung Connect)
1

I was in BETA program for a couple of years until i recieved an emails saying my serial number doesn’t match what i submitted to the program.

I went to Samsung account and found the information for my hub is blank for serial number. I don’t see how to add this data, since it doesn’t appear this is an editable field.

I am hoping there is a way to get this updated without a factory reset. Any ideas?

Thanks!

1 Like
2

You should reach out to ST support. Tap on Menu and select Contact us. You will probably want to select Report something else.

tagging @nayelyz @alissa.dornbos

2 Likes
3

Hi, @General_KAOS

Could you provide support access to your account, please?

  1. Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
  2. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.

Thanks for the tag, @jkp!

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4

You should have access to my hub. Thanks!!

Thanks to @jkp too.

@nayelyz i don’t see any update. Is there an issue i can help with?

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Hi, @General_KAOS
Sorry for the delay, the engineering team was checking this issue and they found out why you were removed, there was a problem with some emails registered, but they corrected it and you’ll get access to the next release in Beta, be pending for the announcement in Announcements or Developer Programs.

Thanks!

6

@nayelyz,
It doesn’t look like my hub serial number is updated. Is there a way for me to enter that or have suuport enter it? Does it really matter if it is blank?
Thanks.
Tim

7

We’re checking with the engineering team but it seems that the mostly used data to identify a Hub is its EUI, which you can see in the Advanced users app > Hubs, for example:

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Hi, @General_KAOS

Following up on this, the engineering team mentioned your hub is correctly included in the list of the Beta group, so, you’ll receive the next Beta release.
The serial number being empty doesn’t affect this process.

9

I’m having this exact issue

2 Likes
10

Hi, @Jason_Etter. Do you mean that you don’t have only the serial number registered or that you tried to join the Beta program and weren’t able to and noticed you have the serial number missing as well?

11

Yeah, and i keep getting this email “It looks like information in your account for Hub Firmware Beta didn’t make it past our validation process” even though I’ve been in the beta for 2 years or so.

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Good Morning @nayelyz

Jumping in here… I’m not in the Beta Program, but I have been experiencing the same problem of the Blank Serial Number in one of my Hubs/Locations (Blue Zone) a long time (perhaps as of a year/two ago).

1: I can confirm my email is one/in/the/same.
2: I have enabled access for the Team.

Model: SmartThings Hub v3, M/N: IM6001-V3P01

In addition, I’m DM’ing you the Serial Number :slight_smile:

I understand that it doesn’t seem to impact anything, but it makes me a bit nervous should the hub fail and need to be restored to a new hub.

Can you kindly have the Team look into it and get it resolved?

Thanks!

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Hi, @Jason_Etter

Could you please share the email you used to log in to Centercode via DM?

Thank you!

14

Hi, @JohnRichard

We looked up the serial number you shared with us and saw that the status is UNCLAIMED.
Could you please confirm if it is already installed?

Thanks!

1 Like
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Good Morning @Itati

Absolutely !

I bought it new on Amazon August 2019, installed immediately, and have been using ever since without any issues!

I will DM you screenshots of HUB Info from SmartThings Advanced (showing MAC ID), Label from back of unit (again showing MAC ID), and Amazon Receipt.

No idea when the Serial Number disappeared, or if it was ever there, but I suspect it may have been in one of the (more major) Firmware Updates (switching to Edge Drivers). I may have never noticed it until looking at four of my Hubs all on one screen in SmartThings Advanced, at which point it jumps off the page that it’s missing :open_mouth:

Thanks!

16

Hi, @Jason_Etter
Could you provide support access to your account, please?

  1. Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
  2. Enable support access to your account:
  3. Go to the SmartThings Web (my.smartthings.com )
  4. Log in to your Samsung Account
  5. Select Menu (⋮) and choose Settings
  6. Toggle on Account Data Access
  7. Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
17

It was granted. I messaged you my email

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Hi, @Jason_Etter

I don’t have access to your account.
Could you please share the serial number that is in your HUB?

19

Access was granted again. It somehow was turned off, my apologies.

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Good Morning @Itati @nayelyz

My Serial Number is still blank. Any sense of if/when this issue will be resolved?

Thanks!