How to restart or factory reset your Family Hub

This article covers the difference between a restart and a factory reset, when each is the right choice, and exactly what to expect from both!

WHAT WE'LL COVER

Restarting your Family Hub

What is a factory reset?

When should I do a factory reset?

How do I factory reset my Family Hub?

What happens to my plan after a factory reset?

Transferring your Family Hub to a new family

Can Greenlight Support reset my Family Hub remotely?

Restarting your Family Hub

A restart turns your Family Hub off and back on without touching any of your data. It's the best first step for most common issues — an unresponsive screen, an app glitch, or a connection problem. Think of it like a refresh.

To restart your Family Hub:

Press and hold the power button for about 5 seconds, then tap "Restart" from the on-screen menu.

If your Family Hub is frozen and won't respond:

Press and hold the power button for 10 seconds until the screen goes dark, then power it back on. This is a force restart and is completely safe — no data is affected.

Restarting your Hub doesn't erase anything and doesn't require you to set it up again.

What is a factory reset?

A factory reset returns your Family Hub to the state it was in when it first arrived. It erases all user data stored on the device — but your Greenlight account, your plan, and all your data in the cloud stays completely safe.

What a factory reset erases from the Family Hub:

• Your family's account information and linked profiles
• Locally cached photos
• Hub settings and preferences
• Authentication tokens connecting the Hub to your account

What a factory reset does NOT erase:

• Your Hub's firmware and app software
• Your Greenlight account, plan, and all cloud data (calendars, chores, lists, photos, stars)

After a factory reset, you'll go through onboarding again to re-link the Hub to your account — everything will come back once you sign in.

When should I do a factory reset?

A factory reset is the right move when:

• You're giving, selling, or transferring your Family Hub to a new family
• Greenlight Support recommends it to resolve a technical issue
• If you are returning your Family Hub device (we will factory reset your device for you if you don’t so no worries!)

Good to know: If you've forgotten your admin PIN, don't factory reset — follow the steps in the How does the PIN work on Greenlight Family Hub? article for help resetting your PIN!

How do I factory reset my Family Hub?

1. On your Hub, tap the settings gear icon in the navigation bar
2. Tap the "Device" tab
3. Tap "System"
4. Scroll down and tap "Factory reset"
5. A confirmation appears: "Are you sure? This will erase all hub data. This cannot be undone." — tap "Reset" to confirm
6. Enter your admin PIN when prompted as a final confirmation

The reset takes a few minutes. When it's done, your Hub will show the initial setup screen — the same one it showed when you first turned it on.

What happens to my plan after a factory reset?

Your plan stays with your Greenlight account — not your physical Family Hub. After a factory reset and re-onboarding, your plan will be fully restored once you link the Hub back to your account. Nothing is lost from your subscription.

Transferring your Family Hub to a new family

If you're giving or selling your Family Hub to someone else:

1. Perform a factory reset using the steps above
2. The new owner sets up the Family Hub with their own Greenlight account during onboarding
3. Your plan entitlement stays with your account — it does not transfer to the new owner

Can Greenlight Support reset my Family Hub remotely?

In some cases, Greenlight Support can initiate a remote factory reset using your Family Hub's serial number. If our support team recommends this, they'll walk you through exactly what to expect. You can find your serial number in your Hub Settings > Device > System.

Still need help? We're here for you. 

Text us at 404-974-3024 | Call us at 888-483-2645