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Original topic:

Frame TV: art store subscription not recognized

(Topic created: 09-23-2023 07:37 AM)
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geoffroy27
Constellation
Options
QLED and The Frame TVs

Hello, I have an art store membership but it’s not recognized when I try to access art. And when I click on the renewal membership option it says that I already have an active membership. I tried log out and back in from Samsung account, tried to reset the smarthub nothing is working. I’m basically paying for nothing

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diveshgoel
Constellation
Options
QLED and The Frame TVs

Same exact issue that everyone else has described above.

But now I got it to work! I am not sure why this worked, but it relieved a lot of frustration:

 

My TV shows that im signed in under my email in settings (blue happy face icon). When i click on it, despite already being signed in, it shows im signed in my email AND another option to sign in again or add account next to it. i clicked the adjacent “sign in” button next to my email. I used the qr code and signed into my samsung account on my phone. This lead me back to a few unrelated prompts/options on the tv.

Now when I went back to my art section, it allowed me to set the artwork again. 

Eureka!? Maybe the tv just needs you to sign in through your phone again to authenticate the tv somehow..? No idea…

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61 Replies
CarolAnn-1970
Constellation
Options
QLED and The Frame TVs

Having the same issue with the same TV

Avreno
Constellation
Options
QLED and The Frame TVs

Having same issue. 

Dentate
Constellation
Options
QLED and The Frame TVs

Same here, says I am a member, but my collection of some 85 pieces has disappeared...

macstre
Constellation
Options
QLED and The Frame TVs

Yep, same thing here.  Spent two hours on phone being transferred to people who did not have any clue.  Pretty bad.

Getupk8
Constellation
Options
QLED and The Frame TVs

Same issue here and I also talked to support and they said it’s a known issue with no resolution yet. 

dschweppe
Constellation
Options
QLED and The Frame TVs

I am having the same issue.  Beyond frustrating.

SamsungNotGood
Constellation
Options
QLED and The Frame TVs

Same here.

Sean T
Constellation
Options
QLED and The Frame TVs

Same, multiple calls being transferred back and forth to people that knew nothing - some couldn’t even understand the concept of  paying for Art Store through the app on the TV. the first time, after over an hour and having someone dial in, was transferred to someone that said “it’s a known problem, keep trying and when it’s fixed you’ll be able to access the art”. A month later and nothing, so I tried calling again. This time after multiple phone transfers (and again a support tech dialing into my tv via remote service) they said they couldn’t help, and gave me an email to send the issue to along with my tv model info. That was a month ago, I’ve not received a response. And it looks like this thread is being ignored. Worst $50 spend ever!!!

JimmyNxn
Constellation
Options
QLED and The Frame TVs

Same here