I did everything that was given to me in the directions I followed, but for some reason, the samsung account online is signing in with a different email than what is actually on the sign in page. In other words, we are entering an email to sign in with, along with its password, but when signed in and reviewing the account, it shows a different email. I believe this is why the smartthings app is not connecting properly when he signs in. I cannot find a fix for this.
This is something you’ll have to contact support about. Support@smartthings.com