Please help: changed to Samsung account, now app doesn't work

Appreciate the help I lost everything The Hub is not reset. I got to put all my stuff in

contact ST support and let them resolve the issue -


I’ve read many times that the Account migration can take up to a few hours to complete … there’s some sort of background synchronizing that takes place. This might be the situation you are encountering.

Be sure to monitor the My Locations page under

  • If multiple Locations show up, drill down and carefully figure out which is the correct one with your Hub and Things and edit it to set it to “default”. Only then can you safely delete the other one(s).

It doesn’t hurt to contact support, but it is likely unnecessary.


Thanks for your help I did send an email to support. But by now my Hub got reset I lost all my stuff so I’ve been busy putting everything back in what a pain in the butt.

This is not supposed to happen or be required. Real shame.

And @HA_fanatic thinks there’s no major problems with Account migration.


Ha, ha, ha. I didn’t generalize my positive experience. I even said that I hope most people will have the same experience as mine. In his opening @John_Lacour said he was able to see his hub and devices in ide, so his location got messed up, which support hopefully can fix. I hope that he didn’t loose all of his “stuff” in his own attempt to fix things. I have done that before, when trying to “fix stuff” I ended up permanently breaking it. I really hope support will sort things out for @John_Lacour.

Yep I kept messing around with it and I ended up losing everything. Then I was able to see my hub and there was nothing in it so I’ve been busy for hours putting everything back in still not finished. I really appreciate everybody responding and trying to help me


Sorry man. I’ve been there done that. Couple of times I was lucky and support was able to put it back together for me. I hope they will get you squared away. At this point, I would watch the chat to go online and work with them. If you are lucky, you get a great agent who can save the day.

Thanks I still have two locations in here one is John’s house which is the one they screwed me up on and it only shows my Samsung TVs that’s what I was left with when it when I changed my account. The other one is the one I renamed John this one. That’s the new one where I’m installing everything I’m afraid to delete the old one.

That seems unrealistic. My migration (150+ devices) took no more than 2 minutes and I have a lot of custom apps and drivers. @vlad might be able to confirm, if he ever gets a minute to chime in…

My understanding is that the migration process should complete quickly (a few minutes, not hours). It may be worth opening a support ticket for that case to at least report the delay.

OP, apologies that you ran into this issue, it sounds like you are working through rebuilding your system. Please do let know support what happened and when so they can look into logs as if hubs are getting reset, the team working on migrations needs to look into it.


When I was having a problem on Sunday I did contact them email. When I did find my Hub again there was nothing in there. I have not received a response from them yet

When you signed into the Graph, did you see multiple locations in your new Samsung SmartThings account.
I had too. I first set my original as Default and than deleted the Blank location.

you guys need a Backup/Restore function for accounts & the hub.

it’s really pretty wreckless with customers accounts/houses not to have such a thing.
before an account migration, the customer’s hub/account should be fully backed up (customer gets alert, has 30 days to opt in/out of backup, can chose local or your hosted cloud, option for auto delete 30 days after migration to guarantee stability and privacy, etc), then if a major problem happens, it can be restored.

it should also be customer accessible, because I seriously dread the day my hub fails and my house is reduced to a pile of digital ash.

Please, please push for this. After all this time, I’m astonished it’s not part of the platform.


I’ve been astonished with this since receiving my first Hub over 5 years ago. The Hub had a defect (loose solder on the power connector) and was promptly replaced: Only for me to discover that I had to manually re-add all my Things and SmartApps.

The problem really hit home when Hub V2 was released with no migration (backup/restore) tools for Hub V1 customers. That was nearly 3 years ago…

(There are some rumors that migration tool(s) of sorts are being tested internally at SmartThings.)


considering its all ‘in the cloud’ supposedly and thats why it won’t work when there’s no external internet, it should be able to backup/restore your settings…


On a another subject, who has time to write down on paper or pc the backup codes to 60+ pistons?

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Do what I did. Open it in a web browser and print your setup to


I hope so… with the V3 Hub now out… I’m not really interested in a painful upgrade…