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Galaxy Watch Active 2 back button stuck

(Topic created: 06-30-2022 04:18 PM)
mnmpeterson
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Galaxy Watch

I’ve had my Galaxy Watch Active 2 for a little over a year.  Now the back button is not working at all anymore. I had to reset it because the Samsung Pay notification kept popping up on the watch screen and wouldn't stop. I’ve tried rebooting/resetting several times.  After resetting, it has me go through the introduction stuff asking me to swipe right, swipe left.  Then it asks me to press the back key to go back. But nothing happens.  
Since the Samsung Pay app kept starting for no reason - which started this whole process - it seems that the back key is stuck, or it thinks it’s being pressed all the time. The Watch also keeps turning off saying it needs to cool down, even though it is cool to the touch.

I saw someone else posted that they had the same problem but I didn’t see that anyone had a solution.  Since this seems to be a common issue, does Samsung have a fix or a recall?

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Samsung_Moderator
Community Manager
Community Manager
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Galaxy Watch

Thank you for reaching out. I can certainly understand how frustrating it can be when the buttons on your watch are not functioning as intended. Button malfunctions on your watch can be caused by physical damage or software issues. However, clean the buttons if there's build up of foreign material like lotion preventing them from properly working. Give this link a try: https://www.samsung.com/us/support/troubleshooting/TSG01003250/

 

If you have tried the troubleshooting steps provided and are still experiencing these symptoms the next step would be a service repair. 

 

In warranty service repair: Please feel free to reach out to us directly via one of the following options and include a link to this thread.

 

1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
3. Or you can use the following link below to request service. https://www.samsung.com/us/support/service/
4. Private message: https://bit.ly/3fbRevo

5. Contact our customer service team directly at 1-800-726-7864

 

Out of warranty repairs: Please contact our customer service team directly at 1-800-726-7864 to discuss to the best options to resolve the symptoms you are experiencing.

 

For international devices: Please use think link to contact the local support team in your area: https://www.samsung.com/us/common/visitlocationsite.html

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Samsung_Moderator
Community Manager
Community Manager
Options
Galaxy Watch

Thank you for reaching out. I can certainly understand how frustrating it can be when the buttons on your watch are not functioning as intended. Button malfunctions on your watch can be caused by physical damage or software issues. However, clean the buttons if there's build up of foreign material like lotion preventing them from properly working. Give this link a try: https://www.samsung.com/us/support/troubleshooting/TSG01003250/

 

If you have tried the troubleshooting steps provided and are still experiencing these symptoms the next step would be a service repair. 

 

In warranty service repair: Please feel free to reach out to us directly via one of the following options and include a link to this thread.

 

1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
3. Or you can use the following link below to request service. https://www.samsung.com/us/support/service/
4. Private message: https://bit.ly/3fbRevo

5. Contact our customer service team directly at 1-800-726-7864

 

Out of warranty repairs: Please contact our customer service team directly at 1-800-726-7864 to discuss to the best options to resolve the symptoms you are experiencing.

 

For international devices: Please use think link to contact the local support team in your area: https://www.samsung.com/us/common/visitlocationsite.html

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