Q: Can I request a refund for my Sync TV app purchase?

For Samsung TVs: Yes — you can request a refund up to 14 days after purchase of the one-time payment option. To request a refund, open the Philips Hue Sync TV app on your TV and follow these steps: 1. Go to Settings 2. Select About this app 3. Select Request refund and follow the on-screen instructions After initiating the refund process, you'll receive a confirmation email from Samsung within five business days. The timing of the refund and bank transfer to your account depend on your bank. Note that if you have an active monthly subscription, you can cancel it at any time, ending the subscription at the next billing date. Subscriptions are not refunded. For LG TVs: In the Apple App Store: Please request a refund by going to the Apple App store support page. In the Google Play Store: Please request a refund by going to the Google Play Store support page.

Question 1

What are the purchase options for the Philips Hue Sync TV app?

Accepted Answer

There are 2 ways to purchase the Philips Hue sync TV app:

1. Make a one-time payment

2. Pay monthly via a monthly subscription

A one-time purchase can be used on a single TV. However, the monthly subscription can be used on 3 different TVs. However, only one Entertainment area per Bridge can be active at a given time.

Question 2

I can't find the Philips Hue Sync TV app on my TV's app store. What should I do?

Accepted Answer

The Sync TV app is not supported in all countries, so it may simply not be available in your location. If you'd like to know if the app is available in your country, contact Customer Support.

First, make sure that the software on your TV is up to date. If you still can’t find the app, your TV may not be compatible with it. The Sync TV app is available on 2022 and newer Samsung QLED TVs in the Q60 or higher range, and on 2024 and newer LG TVs. If your TV supports the Philips Hue Sync TV app, it will appear when you search for it in the TV's app store. If your TV is listed as compatible and up to date, but you still can't find the app, it might be that the compatible TV firmware hasn't been released yet. In that case, please contact LG's or Samsung's customer support.

Question 3

My Philips Hue Sync TV app is not working properly or frozen. What should I do?

Accepted Answer

Make sure your TV's software is up to date and restart the app. Still having trouble? Contact Support.

Question 4

Can I request a refund for my Sync TV app purchase?

Accepted Answer

For Samsung TVs:

Yes — you can request a refund up to 14 days after purchase of the one-time payment option. To request a refund, open the Philips Hue Sync TV app on your TV and follow these steps:

1. Go to Settings

2. Select About this app

3. Select Request refund and follow the on-screen instructions

After initiating the refund process, you'll receive a confirmation email from Samsung within five business days. The timing of the refund and bank transfer to your account depend on your bank.

Note that if you have an active monthly subscription, you can cancel it at any time, ending the subscription at the next billing date. Subscriptions are not refunded.

For LG TVs:

In the Apple App Store: Please request a refund by going to the Apple App store support page.

In the Google Play Store: Please request a refund by going to the Google Play Store support page.

Question 5

Can I use the Philips Hue Sync TV app while syncing my lights using the Philips Hue app with other media, such as Spotify or with the Play HDMI Sync Box?

Accepted Answer

You can currently only have one active syncing session at a time per Bridge. If you start syncing with the Philips Hue Sync TV app, your other syncing session will stop.

Question 6

Can I move the Philips Hue Sync TV app to another TV in my house?

Accepted Answer

Once purchased on a TV, the app is tied to that TV. If you want to use the Philips Hue Sync TV app on another TV, you'll need to purchase the app again for that TV.

Question 7

Does my TV need an active internet connection to use the Philips Hue Sync TV app?

Accepted Answer

Yes. You’ll need an internet connection to purchase the app, as well as to sync your lights. If you don't have an internet connection, the app will show an error message when you try to open it.

Question 8

Can I sync my lights to a radio station playing on my TV?

Accepted Answer

Yes, on 2024 and newer Samsung TVs. Just make sure your Sync TV app is set to Music mode.

Question 9

Can I connect to a different Bridge in the Philips Hue Sync TV app?

Accepted Answer

Yes. To change which Bridge the Philips Hue Sync TV app uses, follow these steps:

Go to Settings
Select Change Bridge
On the screen, select the Bridge you’d like to use with the app

Question 10

What is the difference between the Philips Hue Sync TV app and the Philips Hue Play HDMI sync box?

Accepted Answer

The Philips Hue Sync TV app is software that you can download on compatible Samsung or LG TVs. The Philips Hue Play HDMI sync box is hardware that connects to your TV with an HDMI cable. The Philips Hue Sync TV app is only available for Samsung or LG TVs, while the sync box can be used with any brand of TV.

The Philips Hue Sync TV app can also sync with any content playing on the screen, including smart TV apps. The sync box syncs content that passes through an HDMI cable, so smart TV apps built into the TV aren't compatible. Learn more

Question 11

Why is there a price difference between the Philips Hue Sync TV app and the Philips Hue Play HDMI sync box ?

Accepted Answer

The Philips Hue Sync TV app can be used on one TV and can’t be transferred to another TV. The Hue sync box can be used with any TV and can be moved from one to the other.

Question 12

Can I use the Philips Hue Sync TV app with multiple Bridges?

Accepted Answer

The Philips Hue Sync TV app only supports one Bridge at a time. You can change which Bridge the app is connected to, but you will have to push the button on the Bridge to connect it again. If you would like to sync your lights connected to different Bridges, you will need to purchase the app again on another TV.

Question 13

What will my lights do when there's black content on the screen?

Accepted Answer

You can choose! Depending on your settings, the lights will either turn off or dim to 1%. You can adjust this in Settings > Background lighting.

Question 14

Does the Philips Hue Sync TV app work with black and white content?

Accepted Answer

Yes! The algorithm ignores black bars on the edges of a TV show or movie, but works with black and white content. Black content on the screen will make the lights dim low in those areas, while the white parts of the content will sync normally.

Question 15

Does the Philips Hue Sync TV app support Dolby Vision or HDR10+?

Accepted Answer

The Philips Hue Sync TV app will support any streaming formats that your TV supports.

Question 16

Will the Philips Hue Sync TV app impact the performance of my TV?

Accepted Answer

The Philips Hue Sync TV app was designed to run alongside the other apps on your TV without impacting its performance.

Question 17

Can I make my lights turn off when I turn off my TV?

Accepted Answer

Yes! In the Hue app, go to Settings > Entertainment areas and select your TV's Entertainment area. Tap When sync stops to choose what your lights do when they stop syncing.

Question 18

Something happened during setup and I lost my app purchase. What do I do?

Accepted Answer

If you lose your app due to an error or connection issue, contact Support. Have your invoice ID ready!

Question 19

Can I use the Philips Hue app to control the Philips Hue Sync TV app?

Accepted Answer

You'll need the Philips Hue app during the setup of the Philips Hue Sync TV app. Once installed, you can use the Philips Hue app to stop syncing and change the settings of your Entertainment area. You can adjust your TV app's settings or start syncing in the Philips Hue Sync TV app.

Question 20

If I uninstall the Philips Hue Sync TV app, will I lose my purchase?

Accepted Answer

If you uninstall the Philips Hue Sync TV app , you can request to restore the purchase in the app store on your TV.

Question 21

Can I control the Philips Hue Sync TV app using my voice via my smart home assistant?

Accepted Answer

As of now, voice control is not available for the Philips Hue Sync TV app.

Question 22

Does the Philips Hue Sync TV app work on Samsung or LG monitors?

Accepted Answer

The Philips Hue Sync TV app is available for 2022 and newer Samsung TVs and 2024 and newer LG TVs.

Question 23

Will my soundbar and/or AV receiver work with the Philips Hue Sync TV app ?

Accepted Answer

The Philips Hue Sync TV app only captures content from your actual TV screen — it doesn't access the audio from your setup. Your soundbar or AV receiver will continue working as normal.

Question 24

I see the alert that says, "Automatic sync started," but my lights aren't responding. What should I do?

Accepted Answer

It may take a few seconds for Automatic sync to start syncing. If you continue to experience issues, please contact Support.

Question 25

Can I change my subscription to a one-time purchase?

Accepted Answer

If you want to change your subscription to a one-time purchase, you first need to cancel your active subscription. Once the subscription has expired, your app will return to its starting screen. From here, follow the steps for a one-time purchase. Note that a one-time payment is linked to the TV on which it was purchased. If you want to use the app on more than one TV, you'll need the monthly subscription.

Question 26

Can I change my one-time purchase of the Sync TV app to a monthly subscription?

Accepted Answer

It's not possible to change your one-time purchase into a monthly subscription.

Question 27

I have the Sync TV app on three TVs, but I want to add a fourth. What can I do?

Accepted Answer

The monthly subscription is for up to three TVs. To add another TV, you can either remove one of the existing TVs tied to your subscription or use different Samsung or LG and Philips Hue accounts to purchase an additional subscription for up to three more TVs.

Question 28

Can the Sync TV app actively sync simultaneously on two TVs?

Accepted Answer

You can have one active syncing session per Bridge. To sync on multiple TVs at once, they'll need to be linked to different Bridges.

Question 29

How can I cancel my monthly subscription?

Accepted Answer

For Samsung TVs:

You can cancel your subscription by signing in to your Samsung account on www.samsungcheckout.com, or by canceling it from your TV's app store settings menu.

For LG TVs:

Apple: To cancel your subscription, go to the Settings app on your iPhone, tap your name, and tap Subscriptions.

Android: To cancel your subscription, go to Subscriptions in the Google Play Store.

Question 30

What is the refund policy for subscriptions?

Accepted Answer

If you cancel your subscription, it will become inactive at the end of your current billing cycle. There is no refund option for a monthly subscription.

Question 31

I see an error that says, "Oops, something went wrong. Try again later," in my Sync TV app. What should I do?

Accepted Answer

There are several reasons you may have received this error. Often, it's due to a connectivity issue, so check that your internet connection is active and strong. If that doesn't work, try restarting the Sync TV app and, if the error is still there, your TV itself.

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