FAQ - Samuh

What is Samuh?

Samuh is a one stop video streaming destination for the largest collection of the best in Bhutanese entertainment & infotainment via App and Web.

How do I contact Samuh Customer Service?

𝐒𝐚𝐦𝐮𝐡 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐂𝐞𝐧𝐭𝐞𝐫 is located in Zilung-3, Zilukha, Thimphu, Bhutan, easily accessible for anyone to walk-in and get help from our staff with your ‘Samuh Bhutan’ App & services. Our WALK-IN hours are as follows: 𝟗 𝐀𝐌 𝐭𝐨 𝟔 𝐏𝐌 (everyday).

When it comes to assistance through online/telephone, we try to provide round the clock service.

Users in Bhutan can call our customer support center in our toll-free number 2220

Users outside Bhutan can contact us on WhatsApp at +975-77395612

You may also reach out to Samuh Customer Service via email at support@samuhbhutan.com

How soon after contacting Samuh Customer Service can I expect to hear back?

Samuh Customer Service will revert to you no later than 24 hours, though most cases are responded to sooner.

How many movies are there on Samuh?

Samuh presently brings you a well-curated catalogue of over 300 hours of video contents, with more contents being added regularly. You can choose from Samuh Original contents like web series, feature films, short-films, animations, documentaries and Tv Shows as well as a wide range of licensed content from third parties.

How do I sign up for Samuh?

You may sign up for Samuh using any of these 2 methods:

Sign up with Mobile number

E-mail address & Password

How do I subscribe to Samuh?

To subscribe to Samuh follow the steps listed below:

On App:

  • 1. Login to Samuh
  • 2. Go to "My Account"
  • 3. Click “UPGRADE NOW’
  • 4. Select and click on a Plan of your choice

On Web:

  • 1. Open www.samuhbhutan.com
  • 2. Login using your Samuh login details
  • 3. Go to ‘My Account’ and click ‘Change Plan’
  • 4. Select and click on a Plan of your choice
What are the different payment methods for Samuh?

There are multiple payment methods you can use to pay for Samuh, you can pay using the Google Pay and Apple Pay.

Payment methods available to Subscribers located in Bhutan are using domestic online payment gateway (BIPS), MBOB, M-PAY, ePay, TPAY, PNB mobile app.
International Subscribers may make a payment through their VisaCard and MasterCard.

Are charges inclusive of taxes?

All payments made from Bhutan are inclusive of taxes. For other places, applicable local taxes and bank charges may be applicable based on local laws.

When does my subscription end?

To check when your subscription ends,

On App

  • 1. Open your Samuh App
  • 2. Login to Samuh App
  • 3. Go to ‘My Account’
  • 4. Click ‘PAYMENT HISTORY’

Here, you will find details of your plan and its expiration date

On Web

  • 1. Go to website (www.samuhbhutan.com)
  • 2. Login and go to ‘My Account’
  • 3. In ‘My Account’ click ‘Payment History’

Here, you will find details of your plan and its expiration date

Is Samuh available on Smart TVs?

Currently Samuh doesn’t have a different app for a Smart TV but you can use your Smart TV Browser to access our web platform www.samuhbhutan.com and access the content from here.

Does all the content on Samuh have subtitles?

All Samuh Web Series, Short Films, Original Movies have subtitles. In addition to this, more than 50 movies currently have subtitles. We are also working on adding subtitles to the rest of the content.

How many screens can I watch Samuh on with one login?

Samuh provides you with three plans. The Basic plan NU.300/$6/International monthly plans allow you with 1 simultaneous stream. The Standard plan NU.500/$8/International monthly plans allow you with 2 simultaneous streams. The Premium plan NU.600/$10/International monthly plans allow you with 4 simultaneous streams.

How many new contents are released on Samuh every month?

Samuh will release two feature films, one new series, four music videos and one new show on Samuh every month. All conditions favourable, we also release a second and/or third new show within the same month. Apart from this, we release other licensed content from third parties on a monthly basis.

When can I expect a new season of a web series?

At Samuh, we are continuously working on your feedback as we strive to bring the best of Bhutanese entertainment to you - anytime, anywhere! The more you tell us how much you enjoy a given web series, the earlier our team can get cracking on the next season.

Why few contents are not available from my region?

Few contents has been restricted viewing from certain locations due to geographical restrictions.

Can I stream from the App if I pay using the website?

Payments are not device specific. Notwithstanding whichever compatible device you subscribe from, you would be able to access the contents from the other compatible devices using the same subscribed login method.

"We are having trouble connecting to Samuh, please try again"

This situation could occur if the site you are trying to access is somehow blocked by your internet provider or if you are in a location with poor 4G coverage.

However, try rebooting your router once, and in case it still doesn't help, please contact your ISP. If it's due to poor 4G coverage, try finding a location with good 4G coverage and try connecting to Samuh from there.

I am not getting the OTP for logging in

There might be times when there would be a delay in receiving the OTP. This normally happens due to the network issues of the telecom service being used.

If you are facing such an issue, you may try switching on the Airplane mode and switching it off again. Also, if you do not have any number already registered, you can try with a different number or if the number is already registered and you are not able to login with OTP, you may login with your email ID and password for the time being.

Why are the subscription plans different for different countries?

Subscription plans offered by Samuh are based on extensive market research in each of the countries where Samuh is available, and are the most economic plans available in their respective regions.

Can I watch the content on Samuh offline?

Yes, you can download select titles with only content available on Samuh and watch it offline.

Can I transfer content downloaded from Samuh to any other device?

No. Content downloaded from Samuh can only be viewed within the app and will not be available for viewing using any other external source.

Are all the videos on Samuh in HD?

Samuh offers videos in 240p, 360p, 480p, 720p and 1080p

Does my subscription renew automatically?

Only subscriptions made through Visa Cards & Master Cards renew automatically. Subscriptions made through other modes of payment do not renew automatically. Example subscriptions made through Bhutan domestic payment gateway BIPS or through mobile apps such as MBOB, MPay will receive a payment reminder every month. Therefore, to those subscribing through modes apart from Visa cards and Master Cards. We recommend you to subscribe to Samuh quarterly, half yearly and annually plans for payment convenience and discounts. Incase of any queries, you can contact our Customer Service Team.

How can I cancel auto renewal?

Please contact our Customer Service Team to assist you with the same.

You may reach out to Samuh Customer Service via email at support@samuhbhutan.com

Apart from this, we are also reachable via WhatsApp Chat at +97577395612

Users in Bhutan can call our customer service team at our toll-free number 2220

Can I cancel my Samuh subscription?

Yes, you may cancel your Samuh subscription at any point in time. As Samuh does not process refunds, you would still have access to Samuh content until your current subscription period ends.

Does Samuh offer HD resolution videos?

Samuh allows you to manually change the resolution while watching a content upto 1080P

Hence while you can watch it in "auto" mode, which would auto adjust the resolution depending on the internet speed, you can also manually change the resolution as you please.

Videos in Samuh drains out mobile data very fast

Samuh offers content in resolution ranging from 260p - 1080p. Default resolution setting is Auto for Samuh to ensure seamless streaming if you are in a location with fluctuating internet speeds. We highly recommend the auto setting if you are using laptops, tablets and Smart TV. However, if your data is limited and you are looking out for economic consumption, you can then manually change the resolution from the video player playback settings to your preferred resolution for lesser data consumption. (Eg. If you watch a video on Samuh at 360p you will spend 350mb data per hour). If you need any assistance with video playback settings contact the nearest Samuh Sales agent or our customer support for assistance.

Why is Samuh subscription fee higher in some places?

Samuh subscription fee differs in different places, depending upon your place of registration and your mode of payment. This is mainly due to differing bank charges and taxes.

What is Samuh Vcinema?

Samuh Vcinema is a Virtual Cinema platform that allows you to watch the latest films from Bhutan and the region on pay-per-view basis. Vcinema is not part of Samuh Subscription Plans.

Note :
Please note that once you purchase the movie you can watch it anytime, however each movie has a twenty-four hours viewing validity. This means once you play the movie you have to complete watching it within twenty-four hours. After twenty-four hours your viewing validity will expire and you will have to repurchase to watch it again.

How to use Samuh Vcinema?

You can purchase the movie of your choice on Vcinema by clicking on the movie and following these steps:

  • 1. Login or Register by providing your mobile number and password if you are not a registered user.
  • 2. Go to Vcinema, select the movie, click on purchase this movie button and select your preferred payment method. We offer worldline payment options through card (Mastercard & Visacard) and INR, Google Pay and Apple Pay for our overseas users.
  • 3. For Bhutanese users besides the above options, we offer online bank transfer and mobile banking app payments through MBOB, Mpay & Epay.
  • 4. Users can also purchase coupons from Authorised Samuh Sales Agent in Bhutan and other countries. Check our Sales agent info on samuh website for more info. You have to redeem a coupon on our website if you are an IOS App user by going to www.samuhbhutan.com.
  • 5. Once the movie is purchased, the movie will show as purchased and you can watch the movie anytime within the movie availability.
  • 6. For instant help to buy a movie on Vcinema, users can contact our Customer Support by calling toll free number 2220 (If you are in Bhutan) or Whatsapp on +975 77395612

Note :
Please note that once you purchase the movie you can watch it anytime, however each movie has a twenty-four hours viewing validity. This means once you play the movie you have to complete watching it within twenty-four hours. After twenty-four hours your viewing validity will expire and you will have to repurchase to watch it again.

How to pay for Vcinema?

You can pay for Vcinema by buying a coupon through Samuh Customer Support or authorized Samuh Sales agents and use this coupon to purchase the movie. You can also use Google Pay, Apple Pay, Bank Transfer or Card Payment options.

You can also contact Customer support if you want to purchase the movie using MBOB or MPay.

The movies can be purchased anytime and can be watched anytime
However as we sometimes face payment and banking issues we recommend that you buy coupons or contact our Customer Support if you require help.

Users in Bhutan - Contact toll free number 2220

Users outside Bhutan- Whatsapp on 77395612

Can we watch the movie multiple times on Vcinema?

once you purchase the movie you can watch it anytime, however each movie has twenty-four hours viewing validity. This means once you play the movie you have to complete watching it within twenty-four hours. After twenty-four hours your viewing validity will expire and you will have to repurchase to watch it again.

Can we download the movies on Vcinema?

No content on Samuh, unless authorized can be downloaded by the user or copied through any electronic means. Any unauthorized downloads and copying is considered a crime and violation of Copyright rules and regulations. Samuh uses DRM and forensic watermarking in all our content and as it is mandatory for users to use their mobile numbers for login ID, any unauthorized copying can be traced back to login IDs. To ensure you do not get in any legal issues related to copyright violation, we request users not to share their login IDs.