yashsingh1/xdaforums huggingface dataset:
[AT&T Galaxy Note 3 General] davej948:
Help -- GF enrolled in Samsung Insights for no reason

Since this is the Insights discussion, I have a unique problem I haven't seen elsewhere on this forum - if this is the wrong discussion group, apologies - any advice would be great!

My gf and I both ordered Note 20 Ultra 5G phones. Mine works great, I bought it outright; both ATT models.

She financed her phone through Samsung and traded in a Note 8. When we booted up her Note 20 Ultra, it loaded up Samsung Device Insights, which is attempting to track her use and is a persistent app that she can't close. Further, she can't perform a factory reset.

She never signed up for insights. She used an education discount through ID.me for 7.5%, and received a trade in amount for her Note 8. That's it. No where, anywhere, did she agree to be part of the insights program, and not discount was associated.

I've called almost every number at Samsung, and very few people know what the Insights Program is. When I finally found someone familiar, they told me there is no phone number that only e-mail works. I have emailed samsunginsights@sea.samsung.com, and she has responded directly to the app/customer service email (at that same address) to get the deactivation code. The app says she is part of "program 11." They responded with a confusing message that said "she has returned and opted into the insights program by using the same discount code" (almost verbatim). She was never in the program for any of her devices!

I CAN get the app to disable and uninstall, and I can disable KC agent, etc. all using ADB, but I'm concerned her name is erroneously on some list it doesn't belong on. She is paying almost full price for this thing, less the discounts I mentioned above - so this is ridiculous. Any suggestions/pointers/contacts I should try? It seems pointless to return this perfectly good phone just to get her off the list.
[AT&T Galaxy Note 3 General] rbgrbg:
That email is the only contact given to us in general. I do know someone on here said they received a voicemail from someone at the Insights program so I don't know if they were given a number to call. Maybe someone else has other contact info, but for most of us at least, it's just the email you already have.

This is really strange. Did she try to put any random discount codes in from the internet, even if they didn't work?

My only thought otherwise of how this may have happened is that someone at Samsung input the wrong IMEI or serial number into Knox config. That's how the phones are identified to be configured for the Insights program. The phone info is input in the Knox configuration database to be assigned the Insights configuration upon setup. Someone might have scanned the wrong box or made a typo if it was manually input.

I'm not sure what you put in the email you sent them, but try sending them a copy of the invoice showing there was no discount code applied.
[AT&T Galaxy Note 3 General] davej948:
Thanks - we have both sent emails to that address including the IMEI numbers, and fully explaining the situation. All we have gotten back so far is that strange response showing that "she already signed up". But she didn't at all. The samsung website was awful at applying any discounts, but like I said, the only one she got was a 7.5% education discount from ID.ME (i used a military discount through the same source and mine is just fine). I have a feeling you're right about the IMEI - the crappy part is, this could be solved with a single phone call, I'm certain of it, yet I am really getting the stiff-arm and/or the run-around from them. We will continue to be patient for a reply but the clock is ticking while she decides if she wants to return it.... thank you again.

If anyone else has any other ideas we would appreciate it. Our last ditch efffort is to Tweet about it. ;)
[AT&T Galaxy Note 3 General] zimgir124:
You said you were able to disable the app ADB,correct?

I believe that if you were able to do that it shouldn't be tracking anything she does now, so if I were you I would just keep emailing them about it and just keep using the device.

If they put the IMEI in wrong then maybe they will notice it at one point and start emailing the person its actually supposed to be for and that person will get it corrected.
[AT&T Galaxy Note 3 General] Barzoverbeats:
Hey everyone, I received my Note today (along with a T Mobile SIM card) and I was wondering if I should take the T Mobile SIM card out of the phone that I'm currently using or use the SIM that arrived with the phone? Any help would greatly be appreciated.
[AT&T Galaxy Note 3 General] rbgrbg:
Use your old SIM or you will need someone from Tmobile to transfer your number to the new SIM.
[AT&T Galaxy Note 3 General] davej948:
Thanks - this matches our thoughts. From what i can tell, everything about the phone except the color (she got bronze, I got black) is identical to mine, down to the software build, etc. When I finally disabled KC Agent through ADB I was able to disable and then uninstall all of the offending apps. The primary issue is that with the IMEI set to install Samsung Device Insights, if she chooses to ever factory reset the phone (not likely), it will reinstall all those admin locks again and we will have to uninstall using ADB. It's only 3 lines of code though. She's lucky there are nerds like us out here. ;) Thanks for your insights (no pun).
[AT&T Galaxy Note 3 General] t8xan:
Did anyone else get a text message from Insights? When I took too long to use the code; the email had gotten lost in my spam folder, and I didn't see it until the text. This is the first time it's happened for me, or anyone I know in the program.
[AT&T Galaxy Note 3 General] Saketh123:
These guys are getting super pushy lately. I remember those days where they gave out devices for free and didn't care about sending reminders or repeated mails telling you to buy the phone. I also recall someone else saying they called them up. Their 50% discount thing is getting on my nerves tbh, I was looking forward for the Z fold 2 study at 70% discount + trading in my Note 10+ but looks like that's not gonna happen.
[AT&T Galaxy Note 3 General] rbgrbg:
Yeah, they texted me when I waited till the last day to order.
[AT&T Galaxy Note 3 General] pre4speed:
I was the one that received a call and voicemail from Samsung Insights. This is the number on my voicemail. I did not call it back, instead opting to email with them to the email you're already using. Maybe try this number and see what happens? Good luck, you're in a very unique situation.
[AT&T Galaxy Note 3 General] davej948:
I appreciate this! For everyone's info - this number is just the general samsung phone number: SAM-SUNG = 726-7864. This number doesnt get you through to the Insights Team. We received an e-mail today from them, saying they would look into it. Of course, no phone number. They have responded to about 2 out of 5 messages we've sent. Not an impressive record for customer service.

I've called several other numbers, but nothing gets us through, and no one knows anything about "Samsung Device Insights" the app, or the Samsung Insights Department. I have no idea how to elevate this to a higher corporate level to get their attention, so I'm just continuing to email them often.
[AT&T Galaxy Note 3 General] usuki:
Ordered N20 ultra white on 18th, have not received yet. Anyone in same boat?
[AT&T Galaxy Note 3 General] Drewski_1987:
Me unfortunately
[AT&T Galaxy Note 3 General] Barzoverbeats:
Is there a way to remove or hide the Insights notification from the status bar?
[AT&T Galaxy Note 3 General] cheetablaze:
Nope, welcome to the next 12 months being constantly reminded that they will know every time you visit PH dot com LOL.

On a side note if you need to contact the insights team I would do it now, I sent them 2 emails yesterday and they replied both times within 30 minutes. That alone is like winning the lottery.

---------- Post added at 07:09 AM ---------- Previous post was at 07:04 AM ----------

Did anyone jump on that 70% off A50 phone back in early August? I should have done it, my son's S7 has finally died. I emailed them to see if that survey is still active and nope... SOL.
[AT&T Galaxy Note 3 General] sleepwlk78:
This worked on the Note 10. It gets rid of the icon on the notification bar at top but still shows when you pull down the notifications. I hate having icons on my notification bar so I was happy with the solution.

Go to Settings, Apps, scroll to and select Samsung device insights, select notifications, tap SAMSUNG DEVICE INSIGHTS, tap notification style, change to silent and minimized. The little icon up top should disappear.
[AT&T Galaxy Note 3 General] usuki:
I have seen on slickdeal some reported getting $200 samsung credit for delay, have you got anything? I have not.
[AT&T Galaxy Note 3 General] Drewski_1987:
Me either
[AT&T Galaxy Note 3 General] t8xan:
Can you link or dm me the thread? I also haven't received my pre-order, it keeps being pushed back.
[AT&T Galaxy Note 3 General] pre4speed:
Thanks, I had forgotten how to hide it. Do T have it hidden on my tablet that's in Insights cuz I'm not looking at it 24/7 lol

---------- Post added at 05:34 PM ---------- Previous post was at 05:33 PM ----------

I was waiting forever too. Same phone. I wrote them and got someone involved, idk who and received mine Tuesday.
[AT&T Galaxy Note 3 General] t8xan:
Did you use the insights email to contact them?
[AT&T Galaxy Note 3 General] pre4speed:
I emailed them from my acceptance email. Whatever email that is. Got a call the next day from someone, and another week later the phone shipped but it was all over the place with delivery the whole time. Latest delivery was the 15th, but it actually shipped and delivered the 8th.
[AT&T Galaxy Note 3 General] m11d23:
Why don't you just return the device and order a new one again? You might have an issue later when you want to sell the phone if the Insights team doesn't fix the mistake.
[AT&T Galaxy Note 3 General] davej948:
We considered that option but the truth is, my gf doesn't want to wait/be without the phone. She says "This is their mix up they can send me a replacement first." I understand her perspective....but I know exactly what you mean.... If this phone/IMEI is never removed from their database it's always going to load Samsung Insights (which doesn't exist, according to Samsung) on to the phone!
[AT&T Galaxy Note 3 General] bschai:
For those who got note 20 ultra with samsung insight code, did you get the samsung reward points credited?

In my case, my order (already delivered) history says i am supposed to get about 1200 point of samsung reward but these points are never credited.

Is this normal that samsung insight purchase is not eligible to get reward points?

Thanks.
[AT&T Galaxy Note 3 General] runtohell121:
It takes a while before your account gets credited. I believe once your return period expires, the point might credit then.
[AT&T Galaxy Note 3 General] bschai:
I see. That's good too know. I thought samsung is going cheap again. Reward points are getting less and less value but some is still better than nothing.

Thanks for the info.
[AT&T Galaxy Note 3 General] t8xan:
Just got a survey about the phone; I haven't even received it yet.
[AT&T Galaxy Note 3 General] pre4speed:
I feel they aren't on top of this either. I got one less than 24 hours of the phone being delivered and I know they can see it hasn't even been turned on. Along with that, I received an email about them not getting any data and to set up the app. I know damn well I have 7 days, so why you bugging less than 24 hours after delivery?
[AT&T Galaxy Note 3 General] t8xan:
Yup, I've done S8, Note 9, and it's never been like this before.
[AT&T Galaxy Note 3 General] m11d23:
She's not wrong. It is their mix up but getting a response from them is really hit or miss. Buy one from Best Buy maybe? Their price is $1100 now and you can pick one up the same day since she doesn't want to wait. Should be cheaper even though you don't get the education discount at BB.
[AT&T Galaxy Note 3 General] DublinLarry:
"We’re happy to inform you that your Trade-In was successful and your device met all of the eligibility requirements...."

Happy to get this email. For the Note 10+ program they decided my phone didn't meet their requirements (case and whitestone dome from day 1) and screwed me out of part of my 50% off since they take it AFTER the trade-in value. I managed to sell it myself for the same amount, but had heard some bad things about Samsung and Trade-in. Loving my black Note 20 Ultra.
[AT&T Galaxy Note 3 General] vonDubenshire:
They told me my Note 8 ($500 trade in toward S10e in MArch 2019) was not "reset" correctly. I threw a FIT and refused to back off, raised it to support and more about 4-5 times over the course of April and May and eventually they said "It's fine, taken care"
[AT&T Galaxy Note 3 General] davej948:
Hi all... Does anyone have experience with the deactivation code? After you enter it and you factory reset the device, does it install insights again? The answer should be "no" of course, but I'm wondering what everyone else has seen.

As for the update on the Insights stuff for my gf's phone: They sent the deactivation code last night at 1am Eastern. I get the feeling their office is not in the US. Or maybe they work strange hours.

In any case, they sent a deactivation code that is good for 72 hours. I'm away from home on a business trip and I return this evening. The plan is to first reset the phone (if you've been following, we previously removed insights and Knox enrollment with ADB so the easy way to get everything back to normal is to factory reset.) Once we do that, the phone will reinstall knox and Device Insights. Then I will use the deactivation code.

Assuming it indicates that is successful, I'm going to reset the phone again to see if Insights reinstalls. My only fear with this is that it may reinstall if the deactivation code doesn't remove her IMEI from any install databases instantaneously (for instance if the information refreshes daily, etc).

If insights does reinstall, I have to continue working with the team, because this is really the main issue-- it needs to be gone for any factory reset so she can sell the phone. If it does not reinstall at this point, we should be good to go.

Also I thought of the scenario where when we factory reset (before entering the code) Insights doesn't install (since they've issued the code). That would indicate some change was made on their end, but then I would be concerned the deactivation code was never used on our end, and it might mess up the process.

I know I'm what-if-ing this to death. I just need to try it. :)

Any thoughts before I start erasing things?
[AT&T Galaxy Note 3 General] iMogul:
Once you apply the deactivation code - and if the deactivate button is not enabled. Go to Knox configure under software information and apply the latest profile and restart your phone. This should allow the Deactivate button to be enabled as well as the option to uninstall Samsung Device Insights.

The instructions i received from Samsung for my Note 10+ did not have the above step. I sent them a reply and hope they did include it in your instructions.

Please follow below steps to remove the app. The code will be expired in 72 hours.

Step 1 – Open Samsung Device Insights app and tap the 3 dots on the top right

Step 2 - Select Admin Settings from the drop down menu

Step 3 – You will be prompted to enter a password. Enter xxxxxxxxxxxx

Step 4 – Then turn OFF the option for “Disable the factory reset”.

Step 5 – Go to the home screen by clicking the Home button.

Step 6 – Now go to Settings > Biometrics and security->Other security settings-> Device admin apps-> UNCHECK Samsung Device Insights

Step 7 – Tap on “DEACTIVATE” and then click “OK” on the prompt to uninstall Samsung Mobile Insights

Note: Please let us know once the deactivation is successful!
[AT&T Galaxy Note 3 General] davej948:
Thanks... Yes we received instructions in their email so I'll give it a shot tonight. Hopefully there won't be more issues.
[AT&T Galaxy Note 3 General] davej948:
So...

Continuing the story: I got home, and, since we had already used ADB to remove Knox Enrollment and Samsung Device Insights several days ago, we didn't have SD insights on the phone and so we couldn't enter the deactivation code. The plan was to factory reset the phone and allow it to re-install insights. When we reset it, device insights did not install. So it appears we were successful in getting my gf's phone removed from the program, but we never had to enter the code they sent us!

My only question is: Is the purpose of the code only to unlock Samsung Device Insights and make it un-installable, or does entering the deactivation code do more?

It appears that the IMEI triggers their remote database to install Samsung Device Insights on opted-in devices upon setup, but I'm not 100% sure that's how their system actually works.

In any case, we are under the impression that all of our complaining actually got her removed from the program successfully, and that since we aleady had the app removed, performing a factory reset was a waste of time.

Again, this is something we would have known if we had a chance to talk to anyone in that office. But, stubborn as they are, email seems to be the only way to talk to these people.

Thanks again to everyone for your inputs. I've been a long time xda lurker and I'm happy to have had the chance to interact with you all. [emoji4]
[AT&T Galaxy Note 3 General] m11d23:
Congrats! I think it's safe to assume that your gf's phone's serial number is removed from the program since Knox didn't reinstall the insights app after resetting. I believe entering the deactivation code does nothing more.

Did you use one account to order both phones? or two accounts but same billing email address?
[AT&T Galaxy Note 3 General] davej948:
We ordered them separately with different accounts about a week apart....
[AT&T Galaxy Note 3 General] pre4speed:
So any of you that are actively using the unlocked note ultra and Google pay? Does GP work? Lots of folks on the N20 forum saying it's not working on theirs, and when I began the setup of mine, a message flashed on screen saying NFC is disabled in this program (think wording was security policy doesn't allow NFC). What say you fellow insightees? I am still in the process of setting up the damn thing (takes me 3 days minimum to get everything EXACTLY as I like) and haven't gotten as far as taking it out and using GP. Need to know tho, if not, this thing will sit in a drawer for a year because I use GP daily.
[AT&T Galaxy Note 3 General] rbgrbg:
I've used Google Pay on mine to pay in delivery apps. I haven't had an opportunity to try it in person at a register.
[AT&T Galaxy Note 3 General] t8xan:
Is anyone still waiting for the Note 20? In this case Tmobile Ultra white. I've emailed them, and they said would expedite it, otherwise it'll be another fortnight..
[AT&T Galaxy Note 3 General] Drewski_1987:
I'm still waiting still. Suppose to ship on the 21st
[AT&T Galaxy Note 3 General] m11d23:
About phone -> Software information -> Knox configure -> Apply latest profile

Then try enabling NFC again.

---------- Post added at 12:53 AM ---------- Previous post was at 12:46 AM ----------

And different billing email address? Asking because I've seen the program ties to the billing email address used when placing an order, not the order account. If this is not the case as well, I really have no idea how they made this mistake.
[AT&T Galaxy Note 3 General] davej948:
Same billing address, different emails associated with the orders...but neither of us had ever opted in. It's likely they scanned the IMEI wrong or she just got a phone taken off the wrong "stack" in inventory before it was sent. In either case, they told us they removed her IMEI in Knox so the problem is solved.

I still find it strange they don't have a phone number and only work with us using email...[emoji2369]
[AT&T Galaxy Note 3 General] pre4speed:
No clue what that NFC message was or what the problem is with others phones, but mine works. ?
[AT&T Galaxy Note 3 General] jkxs:
Just got Samsung referral points last night for my Mom's Note 20 Ultra order that was placed on August 19th.

The order email said my mom would receive 1150 referral points 15 days after delivery (August 24th).

I received 5712 ($28.56 value) referral points as the referrer and my mom received 1150 ($5.75 value) for being referred.
[AT&T Galaxy Note 3 General] rbgrbg:
Before you and your mom received the points, did it say you had points pending? My order said I would receive a similar number of points as your mom but my points pending has always been zero and still is. I ordered on August 19th as well.
[AT&T Galaxy Note 3 General] jkxs:
Nope, no indication I was going to get referral points up until yesterday. We placed the order on midnight and got the points last night around 9 pm so depending on when you placed your order your points may show up in the next few days.
[AT&T Galaxy Note 3 General] rbgrbg:
Just got credited for my points. It's strange they bother to have a "Pending" points section but don't put pending points there. Since the return period had long passed and there were no pending points I thought I wasn't going to get them. I was just going to let it go. But glad I ended up getting them.
[AT&T Galaxy Note 3 General] AKNOTTS66:
Has anyone every sold or trade in a device on the insights program? I don't plan to just wondered.
[AT&T Galaxy Note 3 General] daviddem:
I did trade in Note 9 for Note 20
[AT&T Galaxy Note 3 General] AKNOTTS66:
I meant has anyone ever sold or traded in a Samsung Insights phone within the 12 month study. The Size of this phone is becoming hard for me to handle sadly.
[AT&T Galaxy Note 3 General] AmazingZ:
anyone received tab s7+ survey yet?
[AT&T Galaxy Note 3 General] daviddem:
I emailed them and they said they have no tablet program at the moment
[AT&T Galaxy Note 3 General] diggitydogg:
I believe part of the user agreement is that you won’t do that. Perhaps you can pay the difference in cost and then be free of the contract you signed? I would email them and see.
[AT&T Galaxy Note 3 General] zimgir124:
Contract said you will use it for 12 months, with no breaks longer than 2 weeks if I recall. You could get a separate phone and then switch back to the insights phone for a day and technically you would still be active on it.

I've tried emailing about seeing if I could cancel early, but they said no because I agreed to the contract.
[AT&T Galaxy Note 3 General] AmazingZ:
Yep, they told me the same thing. Do you know when did they send surveys for Tab S6 last year? December 2019 or earlier?
[AT&T Galaxy Note 3 General] pre4speed:
Did anyone participate in the video call about your thoughts on whatever device you were on before and then get in the next insight study automatically? I just got this email and wondering if they mean free, half off, what?
[AT&T Galaxy Note 3 General] scorpio_bpl86:
I didn't get this email but got another email asking if I attended the video call? :eek:
[AT&T Galaxy Note 3 General] zimgir124:
Half off. They did the same thing for the Z-Flip as well and it was just an upgrade to the Note20 series.

Should be noted that at least in my case I still needed to use the Z-Flip as well as the Note 20.
[AT&T Galaxy Note 3 General] pre4speed:
So it's the same exact thing as being in the insights study? An app that collects usage data for a year for half off? Is it worth it?
[AT&T Galaxy Note 3 General] zimgir124:
Yep exactly the same.

You'll do a video call (in my case on Zoom) and they ask you questions about what you like and dislike about it, what can be improved, if you can think of exactly how they can improve it, and then some questions about features.

Took about 30 minutes for to do and then once the note 20 insights started they sent me an email asking of i'd like to join up on that program as well.
[AT&T Galaxy Note 3 General] pre4speed:
OK, makes sense. I mean, I do tend to get new devices every 6 months lol. My kid seems to like the s series, I could give that to him. Thanks!