Hive Service Status

Description:
We are aware of an issue where the Away Mode toggle and Discover tab may be missing from the Hive App.

Resolution:
This happens if the app is opened while the device has no internet connection and remains open until the device reconnects to WiFi.

• Force close the Hive App
• Ensure your device has an active internet connection
• Reopen the app.

The 'Away Mode' toggle and 'Discover' tab should reappear.

We are investigating the issue and working on a permanent fix.

Description:
We are aware of an issue where two-factor authentication (2FA) codes sent via email are not currently being received by some customers.

Resolution:
Please use the SMS verification option to receive your 2FA code while we investigate the issue and work towards a resolution.

We're aware of an issue where the app may incorrectly show your devices as offline when they are actually online.

If you notice that your app is showing your devices including the Hub as offline, please try force closing and reopening the app. In many cases this resolves the problem and confirms that your devices are connected as normal. You should not require to log out.

Our team is actively investigating the cause, and we're working to resolve it as quickly as possible. We apologise for any inconvenience it may cause.

• Quick Actions widget: May show “Device not found” after interaction. There’s no workaround at the moment.
• Heating Information widget: May show outdated info, a spinning icon, and devices as offline.
• App Widget Actions Stop Working After Logging Out: If you log out of the app, the widget actions may stop working and do not automatically recover when you log back in. 

Temporary fix (Heating widget only):

Force close and reopen the Hive app. This should restore correct device status and update the widget.

To restore functionality when the App Widget Actions stop working after logging out you should remove the affected widget from your device and then re-add it. Once re-added, the widget should resume normal operation.

Thank you for your patience while we work on a fix.

Some users with new heating installations are seeing a “Error Limit Exceeded” error when setting up devices in the Hive app.

To fix this:

• Try resetting and pairing your heating devices.
• If you're installing Hive v4 heating (with OpenTherm), make sure your Hive Hub stays plugged in for at least 10 minutes before reinstalling — this allows it to update to the latest version.

For step-by-step reset and pairing instructions, click here.

We’ve found that a small number of Nano 3 Hubs may go offline during or just after the initial firmware update — especially when connected via Wi-Fi instead of Ethernet.

How to spot it:
If your Hub shows no LED light after setup, it may have dropped offline.

How to fix it:
Try a quick power cycle.

A power cycle is a simple process to reset a device. Here’s how you can do it:

1. Turn off the device: Unplug it from the power source or switch it off.
2. Wait for a few seconds: Usually, 10-30 seconds is enough.
3. Turn the device back on: Plug it back in or switch it on.

 TIP: For a more stable connection, we recommend plugging the Hub directly into your router using an Ethernet cable. 

Some users may find that tapping ‘Done’ during the Hive Plus setup doesn’t move them to the next step. This usually happens when the Home address hasn’t been set up correctly — often due to the Hive multi-Home feature.

To fix this, please contact Hive Support. A live agent can update your Home address, and once that’s done, you should be able to continue with the Hive Plus onboarding.

Thanks for your patience while we work on improving the experience.