PLEASE NOTE: The My5 app is no longer supported on 2012 Samsung TVs and Samsung Blu-ray devices (click here here for further information)
If you having problems loading the My5 app on your Samsung TV, you may just need to update or reinstall the My5 app.
How you do this depends on the model that you are using. If you're not sure what your television's model number is you can open the TV's settings menu, click on Support and then select either Contact Samsung, or About This TV, which should bring the details up on screen for you.
For models with an F in the fifth character of the model number:
- Open the Apps page in the Smart Hub, which should look something like this:
- Click on More Apps at the bottom of the page
- On the page that this takes you to, click on Apps To Update in the top right corner
- Select My5 and this should run the update
For models with an H in the fifth character of the model number:
- Open the Apps page in the Smart Hub, which should look something like this:
- Navigate to the My5 tile and press and hold the Enter button on your remote for a few seconds
- This should bring up a sub-menu, in which you can select Update Apps
- That should run the update
For all other models:
- Press the Smart Hub button on your remote 
- Move across to the Featured tile and press select 
- You should have the blue Apps tile highlighted, just press select again
- This should bring you to the Apps page, which should look something like this:
- Navigate up to the menu at the top and select My Apps
- This should load a grid view of all installed apps
- Navigate to the My5 tile and press and hold the select button until a sub-menu appears
- Click on Reinstall and this should reinstall the latest version of the My5 app
- Once the reinstall is complete, press select on the My5 tile and the app should open
You should now be able to use My5 as usual, using the link from your Smart Hub.
If you are still having problems though, please contact us so that we can look into this further for you.