I installed a Family Hub Refrigerator yesterday. When setting up SmartThings on the fridge I used a family account, not my personal Samsung account.
When adding accounts to the Family Hub, my wife was able to connect her Samsung account to the fridge. When I attempt to add my account though, it failes and says that it's not a valid User ID or Password. I verified that I'm using the correct credentials, reset the password, logged into multiple other devices with that account, and still am not recognized by the Family Hub. I was able to send myself an invite from the new account to join the Smart Things instance for the Family but I cannot get into the Family Hub Mobile App because of this issue.
I do have an existing SmartThings Home with multiple managed devices using my account. Is it possible that being an owner of an existing SmartThings Home is preventing me from joining the account to the new one? Is there a solution?
No worries, in this case, the app was pre-installed.
If all other accounts work correctly, I would recommend giving us a call at 1-800-SAMSUNG and speaking with our Accounts team to see if there is anything preventing the account from working on the refrigerator.
The rep says the servers that handle SmartThings accounts is currently being updated and to try again tomorrow. The fridge won't even launch the Profiles menu item at the moment. I'm surprised that Samsung doesn't have redundant servers to prevent downtime during updates.
We'll have to continue troubleshooting later.
The rep called back yesterday and says the servers are still being updated.
She's going to call back again this afternoon.
I do not believe that this is an issue with authentication, I can connect other accounts to the Family Hub without a problem and I can authenticate to the account that doesn't work on the Family Hub from other devices. The account that I'm having trouble with is the one that I'm using for this message thread.