Managing a Hive Account Following a Bereavement (Probate Process)

Answer

We’re very sorry for your loss. We understand this can be a difficult and emotional time, and we want to make managing a Hive account as simple and supportive as possible.

This article explains:

  • What to do when a Hive account holder has passed away
  • The options available: closing an account or transferring ownership
  • The Hive Hub detach process when transferring an account

There are two available options:

Option A: Transfer Ownership of the Hive Account

If someone else wishes to continue using the Hive system at the property, ownership can be transferred.

 NOTE: If you wish to go ahead with transferring ownership you do not need to contact us, simply follow the steps below. 

Hive Hub Detach Process (for account transfers)

When transferring ownership, the Hive Hub must be detached from the existing account and linked to a new Hive account.

Step 1: Create a new Hive account

The new account holder should create their own Hive account at:
https://www.hivehome.com/register

 NOTE: Use an email address that will belong to the new account owner going forward. 

Step 2: Detach the Hive Hub from the existing account

 TIP: Please ensure the Hive Hub is online (has a solid green LED light displayed) before following the below steps. 

  1. Hold the button on the back of the hub for 5 seconds, then release the button.
  2. The red LED on the front of the hub will flash 3 times.
  3. Wait 5 seconds.
  4. Hold the button on the back of the hub again for 5 seconds, then release the button.
  5. The red LED on the front of the hub will flash 3 times.
  6. All LEDs on the hub should now go off.
  7. If successful, the hub will display a solid green LED for 5 seconds, then it will turn red/amber until finally it will flash green while the hub restores and begins a new startup.

If Unsuccessful

If unsuccessful after step 6, the hub will display a solid red LED for 5 seconds before returning to its normal state. Please retry from step 1 to detach the hub.

If you're unable to detach the hub, please email us at help@hivehome.com with the subject line: Probate - Transfer Account Ownership.

Step 3: Linking the Hive Hub to Your Email

Please do not link the hub to your email until the light is solid green. This can take up to 30 minutes. Once the light has turned green, you will be able to link the hub to your email via the Hive app.

Option B: Close the Hive account

Step 1: Email Us

To begin the process of closing the Hive account, please email us so we can support you with the next steps.

Email: help@hivehome.com 
Subject line: Probate - Close Account

In your email, please include:

  • The name of the Hive account holder
  • The address linked to the Hive account
  • Your relationship to the Hive account holder
  • Let us know that you would like to close the Hive account
  • If available, please attach a copy of the death certificate. If you don’t have this yet, you can still contact us and send it later.

Once we have received the above email:

  • We will close the account once all checks are complete
  • You will be notified once the process is complete