Ownership transfer deadlock

Apps & Clients Android
1

Hi,
I tried to transfer my Smart Home Hub V3 to another account, but the receiving device got an error after scanning the code. The original account flagged the hub as a transfer-in-progress and locked the editing and deletion actions for it. I need the flag removed so I can retry the ownership change. Any suggestions?

App version: 1.8.28.21

1000153778
10001537781440Ă—3100 94.5 KB

1000153732
10001537321440Ă—3100 142 KB

2

Since it is the weekend, you should reach out to Support directly through the app. Tap on Menu and select Contact us. Otherwise you will not get any support on the forum until weekdays when staff are around.

tagging @Itati @nayelyz

1 Like
3

Hi, @d3viam

Did you get a response from the Customer Support team?
If not, can you enable 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 (â‹®) 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.
4

Hi!

  1. I confirm.
  2. The access has been enabled.
5

ok. Let me check this with the engineering team. Once I have more info, I’ll let you know.

1 Like
6

Hi, @d3viam

The engineering team checked your issue and mentioned that it occurred because you tried to transfer the device to a location in a different region.
This can mean the accounts also belong to different regions or that there’s a mismatch somewhere.
Can you confirm if they were created in different regions, or if you tried to change this value from your Samsung account config, please?

7

Hi,
I have not noticed that, but that is correct. The original account is based in Europe and I tried to handover to the account set to the US.
Should I make sure to use the same country for both accounts? Has the hub been unlocked for editing/removal?

8

If you still want to transfer it, yes. But did you create them while located in different countries or change this configuration?
About the hub being unlocked, the engineering team is working on that, I’ll let you know once I have more info.

9

@nayelyz, a little off-topic, but if I were to transfer one of my hubs to another person (we’re selling a home with a SmartThings hub in it), is there a time limit? In other words, if I initiated a transfer, how long does the new owner have to “claim” the hub?

Otherwise, I assume he’ll be adrift at sea, as it is not my intent to handhold him through setting up the hub!

10

Hi, @Barkis!
I asked the engineering team and they mentioned the transfer expires after 90 days from when it is created.

1 Like
11

Understood. The accounts were created at different times for different purposes and devices. I do not remember if the US was selected by default and I left it like that or if I chose it explicitly. I have not changed location settings after the creation.
Thank you!