My IDE is now Empty. No Hub or Devices!

All you are doing is making things worse. Something with your email address and ST / Samsung account has gone awry.

When you sign in, say you forgot password so that it emails you and then follow those links in the email.

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And FYI. When you goto, it shouldn’t matter whether you are in the UK or US. It redirects you to the shard you should be on. I am in the US and I entered the UK shard you mentioned above and it redirected me back to the site to login with the redirect back to the UK one within the url, so I know that the main url works. Something has happened with your account.

What you could do is call US Support and tell them that you are in the UK, but all of a sudden when you login to the web, you are redirected to one of the US shards instead of the EU one that you belong on and explain that you can not see your location / hub / devices. They may help you out if you are calm and collective with them.

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Because(as I’ve said) my Samsung account is under one email addy.
If I ask for a password it just tells me to follow the link to Samsung and pick another password.

As I’ve said. If I follow the USA one, I then have a USA shard which is wrong.
If I use the EU link, I go to a EU shard which is right, as I live in the UK.

And we in the UK can’t phone ST. Only email and that takes days. This only happened today.

I managed to login to my android ST app. Will leave it at that till the new year.

This doesn’t make sense. The link he posted is is for ALL shards. There is no USA or EU version.

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What I’m saying to you is that the official login page is The link you went to is just the shard for the UK. If the is redirecting you to one of the US shards, then you have a valid case to call the US 800 number.

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If one calls a US 800 number from the U.K., the call will go through but will be charged international rates. It’s only a free call within the US.

Might be better to use the chat option instead if that works.

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This absolutely “cannot” be true (though of course I cannot dispute what you say you experienced).

Approximately 15% of all SmartThings Hubs are sold in the UK, and continue to be sold at that rate (I can arrive at that figure from extrapolating ActionTiles sales proportions and related data). It is an official market for the product. Unless SmartThings is silently trying to exit the UK market, it makes no sense that they would provide support far worse than in North America.

While SmartThings UK has a distinct marketing and support division from North American operations, they are still a part of “SmartThings Inc”, and surely Samsung SmartThings (which is working on global expansion) would not lower customer service expectations to the level you mention without an explanation. Am I out in left field, @Brad_ST?

We have lots of Customers in the UK. It distresses me to think that they are unable to receive SmartThings Support of a similar level of quality than in NA…

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I’m looking at the Samsung/SmartThings website Are none of these options available?

I’m looking over at the Twitter page and they are responding to people left and right.

I have seen other posts out here in the community where UK users have gotten immediate responses back. As long as you don’t go screaming over there, maybe they will help you out.

It isn’t true.

Phone isn’t an option for SmartThings support in the UK but they do have a dedicated email/chat team available here:


@tezz All of your devices are still there. You are definitely signing in with your Samsung account at



From previous articles posted, we we’re under the impression that if you always goto and login, you will automatically be directed to the correct shard and in this case it should be regardless of being in the US or UK.

Is this not the case?

When we had him try to login via he was redirected to a US shard.

Although I am in the US, I went to and am immediately redirected to the login page as I would expect.

So I’m thinking this all works correctly, but why he would have been redirected to a US shard when logging in from versus going directly to the shard itself?

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Regardless of where you are taken after logging in, if you click “My Locations” you should be redirected appropriately.


Yes. But it takes them days to answer.
I reported this problem and got a answer from the US team saying they will pass it over t the UK team.

This is what happens.
I click on your link. One that page I type in my email address. It then sends me to a page
where it has 2 options. Smartthings or Samsung account.
I chose smartthings. I put in my password and it goes to my shard which is empty.

My samsung and smartthings account have the same email address.

That is samsung centre. If you ask about ST, they just tell you to contact them.

And what happens if you choose Samsung account?

It will show him what he wants.

Terence, it’s the same email address but you have a Samsung account and ST account under that email address and they aren’t interchangeable.

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I had this happen a few days ago as well. I logged out of the empty (no hub, no anything) login, flushed the caches in my browser (to go back in clean), and then logged back in. This time, my hub and all my devices were there as expected. Just my experience, I wish I could offer more of a solution.

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