Hive Frequently Asked Questions for North America, Hive

Hive FAQs

  • Can the Hive Hub use a wireless connection to connect to the internet?

    No, your Hive Hub needs to be physically connected to your Internet router using a network cable (like the one provided with your Hub) to allow you to control your Hive products...

  • Do I need a smartphone to use Hive products?

    No, but without a smartphone you won't be able to use the Hive app and experience Hive products to their fullest. If you don't have smartphone or tablet, you can control your Hive products from your desktop in your Hive dashboard. We recommend using a smartphone or tablet and the Hive app to have the most convenience and ease....

  • Does Hive come with a warranty?

    Yes, Hive comes with a one-year warranty.

  • Are Hive products secure?

    We have strict security measures in place to protect your personal information and access to your system. This includes following robust procedures and encrypting communication with our website and mobile apps using industry standard SSL encryption.

    Access to your account is protected by a password that you set the first time that you log in. We recommend that you choose a secure password that is not easily guessed, that you do not write it down or share it with anyone and that you change it regularly. We never store your password...

  • What do I need to have before I can start using Hive products?

    To use any of the Hive products, you will need the following:

    1. An existing Internet connection; and
    2. A router with a spare ethernet port connection and an extra power supply close to your Internet router. If you want to use the Hive app, you will need an Apple iPhone or iPad using an up-to-date operating system or a device running an up-to-date Android operating system....

    3. What does the Hive Active Light do?

      The Hive Active Light is a smart light bulb that can be dimmed from a strong, bright light to a soft, subtle light when needed. Using the Hive app or website dashboard, you can set schedules and dimming levels for the Hive Active Light from your mobile device, tablet or laptop.

      The Hive Active Light requires a Hive Hub to work. If you're an existing Hive customer, you'll already have one. If you are new to Hive, you'll need one to get started. Find out more and buy one online at www.hivehome.com/us/products....

    4. How do I get the app for Hive on my smartphone?

      The Hive app is available for Android and iOS users. You can also get a Hive app to use on Kindle Fire....

    5. How do I set up my Hive Active Light?

      The Hive Active Light is easy to install and simply replaces your existing light bulb. It pairs to your Hive Hub and gives you control of your lights from the Hive app. To get started, follow the steps shown in the user guide located in your package, or watch our how-to videos at www.hivehome.com/support. If you are installing more than one Hive Active Light, install them one at a time and follow the steps shown in the user guide....

    6. Can I cancel my energy agreement with Direct Energy by returning my Hive devices?

      No, if you choose to cancel your energy enrollment after your rescission period has passed but before the end of your initial contract term, you cannot return your Hive devices to avoid any applicable early termination fee. Your Hive devices are yours to keep at no additional cost, even if you choose to cancel your energy agreement with Direct Energy....

    7. I don't know how to install my Hive. Can you help me install it myself?

      Our friendly Hive support team are here to help. You can reach out to us via e-mail at help.USA@hivehome.com or call us at (866)...

    8. How many wires do I need to install my Hive Active Thermostat™?

      The minimum number of wires is three (3). These included R, C, and either a W1 or...

    9. Can I schedule professional installation?

      We've made installing the Hive Active Thermostat simple. If you have any issues installing your Hive Active Thermostat then our friendly Hive support team are here to help. You can reach out to us via e-mail at help.USA@hivehome.com or call us at (866)...

    10. How do I know if I have a C-Wire?

      The C-wire is connected to the "C" terminal on your current ...

    11. Does the Hive Active Thermostat work with multi-stage heating systems?

      Hive Active Thermostat is compatible with multi-stage heating and cooling systems. it will support up to 3 heating stages and 2 cooling...

    12. Do I need a new Hive Active Thermostat for each current thermostat?

      There is no need to replace each thermostat with a Hive Active Thermostat, however we recommend to do so as it gives you access to Hive multizone. This allows you to control up to 5 zones in your home with the Hive...

    13. I already have a Nest thermostat? Why is this one better?

      Hive products are beautifully designed and allow effortless control from anywhere, anytime. Use the Hive app to easily set up your Hive Active Thermostat, control your heating and cooling and set schedules. Hive Heating & Cooling allows you to interact with the Hive product portfolio. For example, use Hive sensors to control your Hive Active Lights or Hive Active...

    14. Can I control my thermostat from my phone?

      Yes, the latest version of the Hive app shows all your installed Hive products from one dashboard homescreen. View this from the Hive app to see all your Hive products at a glance and their current...

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