FAQ

If you no longer need your TV Seller Office membership, you can withdraw your membership.

This requires prerequisites.

If you are the manager of a group, you must delegate that role to other members of the group. See the Transferring group manager role section of the Managing Seller Group guide.

If you own the app, you must leave the group to which you belong and delegate ownership of the app to the group manager or terminate the app service. See the Leaving from the belonging group section of the Managing Seller Group guide.

All information and activity history of the withdrawal (app, 1:1 Q&A, etc.) will be deleted from the TV Seller Office, and the previous history will not be restored even if you sign up with the same account in the future.

If you click the [Withdraw Membership] button in the 'Membership > My Information' menu, you will be presented with a membership withdrawal page after checking the login password.

If you finally click the [Withdraw Membership] button after checking the withdrawal instructions, your withdrawal will be processed immediately.

Note Even if you leave the TV Seller Office, your Samsung Account is still valid.

If you want to cancel your Samsung Account, please use the Samsung Account site.

The TV Seller Office sends notifications about important announcements, member policy changes, progress after registering the app, and 1:1 Q&A progress by email to the seller.

If you do not receive an e-mail, please check the 'Email' information in the 'Membership > My Information' menu. After modifying the address to receive e-mail, click the [Save] button to change it immediately.

Note The ID you use to log in is separate from the email you receive the notification. Since the ID and name are Samsung Account information, they cannot be changed at the TV Seller Office, and the TV Seller Office does not send any notifications to the email address corresponding to the ID.

If your request for a partnership has been denied, it may be because it has been forwarded to the wrong Samsung content manager, or you have not signed a contract with Samsung yet.

If you have any of these problems, please contact us through the '1:1 Q&A' menu.

If you are a seller who has already signed a contract with Samsung, please select the 'App Management > Group management' category when registering your question and submit the details, including the name or email information of the Samsung content manager.

If you are a seller who has not yet signed a contract with Samsung, but want to provide app service as a partner through Samsung Smart TV, select the 'App Management > Group management' category when registering a question, and then fill in and submit the details you wish to request, including information on the country and app you wish to serve.

Then, a representative from Samsung will contact you after reviewing your request.

If you want to become a partner, you can first sign an offline contract with Samsung HQ or a local corporation and then submit a partnership request through the TV Seller Office system.

If you select the 'Membership > Partnership' menu, you will be presented with a partnership request page. Enter the email address of the Samsung Content Manager who can approve the partnership request and fill out the request.

Note If you don't know the content manager's email address, you can contact the '1:1 Q&A' for information.

Partner rights are granted to the Seller Group, so if the Seller is not yet in the group, you must register the basic company information at the same time as the partnership request to create a Seller Group.

After entering all information and clicking the [Done] button, the partnership request is completed.

Then, if the content manager approves the request, you will be entitled to Partner Seller membership.

Note As a Partner Seller, you can launch TV app services in countries other than the U.S. as agreed in the offline contract, use certain APIs, and receive dedicated technical support for app development from the Samsung engineering team.

After creating a group, you automatically become the group's manager.

And the manager can delegate manager authority to other members of the group.

If you are a member of a group, ask the group manager to delegate authority.

If you are a group manager, you can delegate authority directly.

If you click the [Transfer Manager Role] button in the 'Membership > Group Members' menu, a pop-up page for transferring manager roles is displayed. Select a member to have group manager privileges and click the [Done] button to complete the transfer.

Note If the manager who has the Samsung Checkout account information transfers authority, the new manager must also register the bank account information.

If not registered, a notification email of "Bank Account information is required for settlement of TV Store" will be sent to the new manager.

For more information, refer to the Managing bank account information section of Managing Seller Group guide.

If there are no members in the group, the group manager can move to another group, and when the group move is complete, the previous group is automatically deleted.

If there are any members left in the group, you cannot delete the group.

When you click the [Move to Another Group] button in the 'Membership > Group Members' menu, the group move page is displayed. First, check the group to move with the group manager email address. When the group to be moved is confirmed, click the [Done] button to send a subscription request.

After that, if the group manager approves, moving the group and deleting the existing group are completed.

Note When moving a group, all of the apps you have are also moved.

Group managers have the authority to remove members from groups.

You can view the list of members in the 'Membership > Group Members' menu. If you click the [Withdraw] button for the member to be removed, they will be immediately withdrawn from the group after confirmation.

Note When the owner of an app leaves the group, ownership of the app is automatically transferred to the group manager.

Group managers can edit the group's country/region information and seller information that will be used as default when registering the app through the 'Membership > Group Information' menu. The group name cannot be modified.

Note

Depending on the country/region of the Seller Group, a Samsung Content Manager may be assigned. The content manager is in charge of communicating with the Samsung team during app launches or receiving 1:1 Q&A support.

Even if the group information's seller information changes, the app's seller information does not change accordingly, and vice versa. To change the seller information displayed on the TV, you need to edit the seller information in the app, not the seller information in the group information.

If you click the [Save] button after editing the information, the change will be processed immediately.

If you are a member of a group and need to modify your group information, ask the group manager.

If you are unable to contact the group manager or perform a role, please contact us through the '1:1 Q&A' menu.

When registering a question, please select the 'App Management > Group management' category and submit a request for group manager role transfer with detailed information.

Then, the person in charge of Samsung will review the request and process the transfer.

When the owner of an app leaves the group, ownership of the app is automatically transferred to the group manager.

Transferring ownership of the app to another account without leaving the group is not possible by the person himself, and must be requested through '1:1 Q&A'.

When registering your question, please select the 'App Management > Group management' category and submit the details you wish to request, including the old owner ID, new owner ID and app ID.

Then, the person in charge of Samsung will review the request and process the transfer.

You can send it as an invitation to members so they can join the group.

If an invited member has joined another group, they must first leave the other group before joining the new group.

If the invitee is not a member of the TV Seller Office, they can first register as a member and then join the group.

If you click the [Invite Member] button in the 'Membership > Group Members' menu, a pop-up page for member invitation is displayed. Enter the email address of the member to invite and click the [Send] button to send the invitation.

Invited members will receive an "Invite you to the group" email and can join the group by clicking the invite link.

Even if you request to join a group, the group manager must accept it before you become a member of the group.

When the group manager accepts the request, a notification will be sent to your email and you will be able to check the information of the group you are subscribed to.

If you have not received an approval notice after a certain period of time, please contact the group manager.

Sellers who are not yet in a group can join a group that has already been created and become a member of the group.

If you click the [Join Group] button in the 'Membership > Group Information' menu, the group join page is displayed.

Or, if you have an invitation to join a group, click the invite link and you'll be taken to the group join page right away.

On the Join Group page, check the group to join using the group manager email address. When the group to join is confirmed, click the [Done] button to send a subscription request.

After that, if the group manager approves, the subscription is completed.

Sellers already in another group cannot join other groups.

If a group member wants to join another group, they must leave the current group. See the Leaving from the belonging group section of Managing Seller Group guide.

If a group manager, they must first delegate manager authority to change to a member role, and then leave the group. See the Transferring group manager role section of Managing Seller Group guide.

If there are no members to delegate, the group manager can move to another group. See the Moving to Another Group section of Managing Seller Group guide.

You can manage apps together by linking your accounts and your colleagues' accounts into a group.

Create a group and have multiple users join the group. You can manage your company's applications by helping your colleagues join the group.

For more information, please refer to the Managing Seller Group guide.

You can delete apps that have not yet been distributed or that are out of service. You can also delete versions that have not yet been released.

In the 'Applications' list, a [Delete] button is displayed for apps with the status of 'Under Registration' or 'Terminated'. If you click the button, it is immediately deleted from the list after confirmation.

In the 'Applications > App Package' list, a [Delete] button is displayed for the version in the 'Ready to Submit' status. If you click the button, it is immediately deleted from the list after confirmation.

Deleted apps and versions cannot be recovered.

In the 'Applications > Service Info' menu, you can change the seller information displayed on the TV.

If you click the [Save] button after editing the 'Seller Information' information on the provided page, it will be reflected immediately.

In the 'Applications > App Images' menu, you can change the order of screenshots displayed on your TV.

After changing the order of screenshots by dragging and dropping on the provided page, click the [Save] button for immediate reflection.

In the 'Applications> App Images' menu, you can change the app icon image displayed on the TV.

However, the app icon cannot be changed while certification/verification is in progress, and can be changed after the process is completed.

Two types of app icons must be registered: 1920x1080 size and 512x423 size.

The 1920x1080 size is an icon used in Smart TV models released after 2016.

If you upload the logo image and background image separately, 16:9 and 1:1 full color asset images are automatically created, and the 1:1 size icon can be replaced with another image.

For logo image, upload a transparent image with 1920x1080 pixels, 32bit PNG (RGBA) format, and a file size of 300kb or less.

For background images, upload image with 1920x1080 pixels, 24bit PNG (RGB) or JPG format, and a file size of 300kb or less.

The 512x423 size is an icon used in the old Smart TV models released before 2015.

Uploads image with 512x423 pixels, PNG format, and a file size of 300kb or less, and 1:1 images are automatically created.

If you click the [Save] button after changing the icon, it will be reflected immediately.

When a seller requests an app release, the app is released only to the model group that passed the QA test for each model group that requested the release with the version of the app that was requested to be released.

During this process, some model groups may be rejected or the test may fail, and they will not be released to that model group.

In the 'Applications > Distribute > App Service' menu, the version and model group of the app requested for release, and release status information are provided.

Model groups that have been successfully released are displayed in the status of 'Launched', and model groups that have been rejected or failed to be released are displayed in the status of 'Rejected' or 'Fail'.

If you click the status information, you can check the certification/verification progress history and reason.

After the app is released, you can expand the service by adding model groups.

You can make a request in the same way as when the app version was released.

When you do [Request New Release] in the 'Applications > Distribute' menu, select the app version and then select a model group other than the previously released model group to request a release.

For the model group requested for release, Samsung will conduct a QA test with the app version and will be released when it passes.

Note

Duplicate release requests cannot be made to model groups that are still undergoing certification/verification for the previously submitted app version.

You cannot request a release to a model group that has defects in the previous QA process. The defect must be resolved.

In 'Applications > Distribute > App Service', app version requested to be released, model group, and release progress are displayed.

If certification/verification is in progress, the release can be canceled by stopping the certification/validation of model groups that do not want to be released.

You can use the [Drop] button in the version and model group in Submitted, Testing, and Waiting Launch status. Enter the reason after clicking the button, and it will immediately change to 'Dropped' status and release will be cancelled.

After it has already been released, it is not possible to exclude the model group or stop the service only in a specific model group. Contact your content manager if necessary.

In the 'Applications > Service Country' menu, you can change the country/region where the app will be released.

The service country cannot be changed while the certification/verification is in progress or the alpha test is in progress, and can be changed after the process is completed.

When changing the service country of an app that has already been released and is in service, you must enter a reason, and it will be reflected after reviewing by Samsung. First, contact the Samsung Content Manager and make changes. Changes made without prior agreement may be rejected.

If it is determined that there are no serious flaws and does not interfere with the functionality of the app, you can release the app without modification.

When the Seller submits the app, if you select 'Yes' for the "Agree to release your application with minor defects?" option, even if a flaw is found in the app during the certification/verification process, Samsung may release it without confirmation from the seller if it is not critical.

Even if Samsung handles the certification/verification result as Fail and returns it, when the Seller resolves the defect, select 'No need to fix' or 'Won't fix' as the Solution Type. And resubmit the unmodified app.

After requesting an app release, Samsung will review and test the app. In this process, the release may be rejected or the test may fail.

The results of the QA will be notified to the seller by e-mail, and you can check the reason for the rejection or failure.

If the release declined or failed, you will need to fix the issue and upload the revised app and request a release again.

Note If you agree to release an app with a minor flaw at the time of the app release request, even if a flaw is found in the app, it may be released if it is a minor flaw, but the app with a serious flaw is not released.

In the 'Applications > Distribute' menu, rejected or failed model groups and versions are displayed. The 'Applications > Defect Resolve' menu lists the defects that need to be resolved.

After [Resolve] the defect, upload the modified app package file to the 'Applications > App Pacakge' menu. Then, if you select the modified app through the [Request New Release] button in the 'Applications > Distribute' menu and request a re-release, Samsung will review and retest.

After requesting an app release, Samsung begins the process of reviewing and testing the app.

On average, the entire QA and launch process takes about 4 business days. However, this is the average of all applications submitted to the TV Seller Office, and this process may be short or lengthy depending on the number of test rounds performed.

It is released only if there are no problems or defects in the certification/verification process. If the release fails, register the app that corrected the problem and proceed with the release request again.

If you agree to release an app with a minor flaw at the time of the app release request, even if a flaw is found in the app, it may be released if it is a minor flaw. Apps with serious flaws will not be released.

QA and release results will be notified to the Seller by email.

If the app collects user data, the URL information of the page where we can check the privacy policy must be entered during the app registration process.

After selecting Yes in the 'Collect Personal Information of your user in this application?' item in the 'Applications > Service Info' menu, the Privacy Policy URL written in English and Korean can be entered.

The Privacy Policy URL written in Korean is mandatory only when the app is launched in Korea. If you are not launching in Korea, you only need to enter the Privacy Policy URL written in English.

It is not required. However, the absence of a rating certificate may limit app launches in Brazil and Korea.

If the content is not suitable for the selected age group, app release may be restricted, and service may be interrupted if content issues occur after release.

Basically, apps shouldn't contain violent, pornographic content or abusive language.

For more information, refer to the Age Rating guide.

Note

Apps rated over 18 years of age cannot be serviced in Korea.

To provide app service in Brazil, you need to upload an age level certificate.

App service may not be available in Saudi Arabia and United Arab Emirates due to local culture.

Two types of app icons must be registered: 1920x1080 size and 512x423 size.

The 1920x1080 size is an icon used in Smart TV models released after 2016.

If you upload a logo image and a background image separately, 16:9 and 1:1 full color asset images are automatically created, and the 1:1 size icon can be replaced with another image.

For Logo image, upload a transparent image with 1920x1080 pixels, 32bit PNG (RGBA) format, and a file size of 300kb or less.

For background image, upload images with 1920x1080 pixels, 24bit PNG (RGB) or JPG format, and a file size of 300kb or less.

The 512x423 size is an icon used in the old Smart TV models released before 2015.

Uploads images with 512x423 pixels, PNG format, and a file size of 300kb or less, and 1:1 images are automatically created.

4 screenshots must be registered.

If your app has in-app purchases, please include a screenshot with pricing information to register.

Upload image with 1920x1080 pixels, JPG format, and a file size of 500kb or less.

For detailed specifications of app icons and screenshot images, refer to the App Icons and Screenshots guide.

While registering the app, set the default language and enter the app title and description. In addition, if you add multiple languages and enter the app title and description for each language, you can display the app information in that language when the user sets the language on the TV.

You can add or delete languages by clicking the [Add/Delete Language] button in the 'Applications > Title/Description on TV' menu. After adding languages, enter the app title and description for each language.

A blue (complete) icon is displayed for the languages in which information has been entered, and a gray (incomplete) icon is displayed for languages that are not entered.

Languages without an app title and description cannot be registered, so delete unnecessary languages from the list.

After entering all the app title and description for each language, click the [Save] button to complete the registration.

You can duplicate the same app name within your own group. However, you cannot use an app name in use by another group of sellers.