Something not working quite right? This article covers the most common Family Hub issues and points you to the right place for more specific help.
WHAT WE'LL COVER
My Family Hub screen is blank or very dark
My Family Hub is frozen or unresponsive
My Family Hub is asking me to re-link my account
Looking for help with a specific feature?
Quick fixes to try first
Before diving into specific issues, these two steps resolve a surprising number of problems:
- Check your Wi-Fi connection — most Family Hub issues are connectivity-related. Make sure your Hub is connected and has a strong signal.
- Restart your Hub — press and hold the power button for 10 seconds to force a restart. This fixes most glitches, freezes, and sync delays. For more info, click here.
My Family Hub won't turn on
- Make sure the power cable is fully plugged into both the Hub and the outlet
- Test the outlet with another device to confirm it's working
- Try a different outlet
- For the 10.1-inch model: if the battery has fully drained, leave it plugged in for a few minutes before powering on
If your Family Hub still won't turn on after trying these steps, contact Greenlight Support.
My Family Hub screen is blank or very dark
- Tap anywhere on the screen — it may have entered Screensaver mode or gone to sleep
- Check that the Hub is powered on and plugged in
- Adjust brightness in Settings > Device > Brightness
My Family Hub is frozen or unresponsive
Press and hold the power button for 10 seconds. The Hub will force-restart and should be back to normal within a couple of minutes. This doesn't erase any data.
My Family Hub is asking me to re-link my account
This happens when your Family Hub has been offline for an extended period. For full steps, visit How do I fix Wi-Fi and sync issues on my Family Hub?
Looking for help with a specific feature?
Here's where to find troubleshooting steps for common areas:
- Wi-Fi and connectivity
- Calendar not syncing or showing events
- Photos not appearing or syncing
- "Hey Greenlight" not responding
- Chores not showing up or updating
- Admin PIN issues or lockout
- Software updates
- Factory reset
- Hardware issues (power, screen, audio)
- Returns
- Warranty
On your Family Hub, go to Settings > Help & Support — you'll find a QR code to the Greenlight knowledge base and your Support contact details right on the screen!
Still need help? We're here for you.
Text us at 404-974-3024 | Call us at 888-483-2645
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