What to do if your Hive Hub isn’t linking to your account

Answer

If you're having trouble linking a Hive Hub to your Hive account, work through the steps below to get things back on track.

1. Check if the Hub is already linked to another account

Sometimes another member of your household may have created a Hive account and linked the hub to their email address. A Hive Hub can only be linked to one account holder at a time.

If the hub is already linked to someone else, they can invite you to the home using the People feature in the Hive app. Ask the account holder to open the app, go to the main menu, and select People to send you an invitation.

For full guidance, see People Feature: Managing Access to Your Hive Home.

2. Make sure your Hub is connected to the internet

Ethernet Connection (Nano 2 or Nano 3):

  • Connect the hub to a yellow LAN port on your broadband router using the Ethernet cable.
  • Ensure the cable is firmly connected at both ends.
  • Make sure the hub is powered on and plugged into a mains socket.

Wi-Fi Connection (Hub 360 or Nano 3):

  • Check that the hub is receiving power. You should see an LED illuminated near the power port.
  • If the hub doesn’t appear to be online, follow the steps in our Hive Hub Offline guide.

Once the hub is online, double‑check that you’ve entered the Hub ID correctly. This is the code in the format ABC‑123 printed on the underside of the hub.

3. Moving into a property with an existing Hive Hub

If you’ve moved into a new home and the previous owner left their Hive Hub behind, you’ll need to link it to your own Hive account before you can control the heating. Follow the steps in our guidance at Moving into a Home with Hive Products.

4. Still Having Issues?

If you’ve moved into a new home, are installing Hive for the first time, or have followed all the steps above and still can’t link your hub, our team is here to help. Please contact us here for further support.