Product Support

Welcome to the technical support area. Please read carefully for the correct department to contact, so that we can support you appropriately.

Zendesk Customer Portal

Please direct your queries to our Zendesk customer portal. Use this platform to open tickets, update an existing one or utilise our ever-growing knowledge base of Hanwha products and solutions, including our FAQ section.

Alternatively, please find your relevant contact details below.


Samsung Electronics Products
We are a completely separate company to Samsung Electronics, so are UNABLE TO SUPPORT customers with these products. For Samsung Electronics products please refer to the “Contact Us” section of the Samsung website or call 0330 726 7864

CCTV Products

For technical support, please contact via one of the below options:

  1. E-mail: eucctv.help@hanwha.com
  2. Telephone:
    France: +33 1 76 28 43 66
    Germany: +49 32 213 335936
    Italy: +39 02 8732 5016
    Spain: +34 91 123 50 70
    UK: +44 1372 235663
    All other countries: +44 1372 235663

For RMA & Spare Part enquiries:

  1. Address: Hanwha Vision Service Centre, Samsung WEDC, Theseusstraat 11-29, 5047 RH, Tilburg, Netherlands
  2. Telephone: +31 13 5792 790
  3. E-mail: hvesecurity@hanwha.com

For consumer enquiries, please contact hvesecurity@hanwha.com

Service and Warranty policy

Technical Support

Technical Support is provided to trained System Integrators – if you are an End-User of our products, please contact your System Integrator/Installer for support.


Opening Hours
Our support team are based in the UK & this office is open Monday to Friday from 09.00 AM - 17.00 PM. We are closed on Saturdays and Sundays. Please note that our opening hours may change on public and bank holidays in Europe. To maintain and improve the quality of our service, we may monitor and/or record telephone calls. Call costs vary - please contact your provider for details.

Reset Instructions
An email from the CCTV installer / distributor is required to request reset instructions for the particular model number of your recorder. Please include the company name, address & logo in your email so we can confirm who you are – Please note these instructions will not be provided directly to the End User of the product.