How do I fix Wi-Fi and sync issues on my Family Hub?

This article covers Wi-Fi, sync, and connectivity issues on your Greenlight Family Hub. Most problems in this category start with a simple connection check — so if something isn't working, confirming your Hub is on Wi-Fi is always a great first step!

WHAT WE'LL COVER

Wi-Fi issues

Calendar sync issues

Photo sync issues

AI assistant not connecting

Lists not syncing

Location and Safety not updating

My Family Hub is asking me to re-link my account

Wi-Fi issues

My Family Hub won't connect to Wi-Fi

Wi-Fi passwords are case-sensitive, so double-check you're entering it exactly. Your Family Hub supports both 2.4 GHz and 5 GHz networks — if one isn't working, try the other.

To reconnect:

1. On your Hub, tap the settings gear icon in the navigation bar
2. Tap "Device"
3. Tap "WiFi"
4. Tap your network name and tap "Forget"
5. Re-select your network, enter your password, and connect

If your network doesn't appear in the list, restart your router and try again. Please ensure to also check that your Family Hub device is not blocked at the network level. Your Hub might have presented as a name you don't recognize so it's a good idea to double check if you think this could be a possibility! 

My Family Hub keeps dropping its Wi-Fi connection

This is usually a signal strength issue. Try moving your Hub closer to your router, or check for obstructions like thick walls or large appliances between them. A Wi-Fi extender can also help if your Hub is far from your router.

I changed my router or Wi-Fi password

You'll need to update your Family Hub's Wi-Fi settings using the steps above — tap the old network, forget it, then select the new network or enter the updated password.

For a list of what Family Hub features work while offline, visit Greenlight Family Hub: General product FAQ

Calendar sync issues

Calendar events aren't showing on my Family Hub

The first step is always to try the force sync button. 

1. Tap on the Calendar page 
2. Tap the settings gear
3. Tap the round arrow icon to manually trigger a sync. This should resolve most calendar issues!

If events still aren't showing:

1. Tap on the Calendar page 
2. Tap the settings gear
3. Confirm your linked calendar accounts are connected and authorized
4. If an account shows as disconnected, tap "Reconnect" and follow the steps for your provider (see below)

Keep in mind that sync isn't always instant — Google and Outlook events typically appear within 5 minutes, and iCloud calendars update every 15 minutes.

My calendar shows as disconnected — how do I reconnect it?

Google or Outlook:

1. Tap "Reconnect" on the disconnected banner in your Calendar page or Calendar settings
2. Enter your admin PIN when prompted
3. Sign back in with your Google or Microsoft account on your phone
4. Your Hub confirms "Calendar reconnected" and sync resumes

iCloud:

iCloud calendars use an app-specific password — your regular Apple ID password won't work here. If your iCloud calendar has disconnected, the most common reason is that the app-specific password was revoked.

To reconnect:

1. On your computer or iPhone, go to appleid.apple.com
2. Tap "Sign-In and Security" → "App-Specific Passwords"
3. Generate a new app-specific password labeled "Greenlight"
4. Tap "Reconnect" on the disconnected banner on your Hub
5. Enter your admin PIN when prompted
6. Enter your iCloud email and the new app-specific password
7. Tap "Connect" — iCloud sync resumes (updates every 15 minutes)

For more on calendar setup, visit How do I set up and use the Calendar on Greenlight Family Hub?

Photo sync issues

iOS photos aren't syncing automatically

Go to iPhone Settings > Privacy > Photos > Greenlight and confirm "Allow Full Access" is selected. Any other setting prevents background sync. Once you update the permission, sync resumes automatically.

Android photos aren't appearing

Android doesn't support automatic background photo sync. Photos need to be uploaded manually each time through the Greenlight app. Open the app, go to Photos, select your photos, and tap "Upload".

I uploaded photos but they're not showing on my Family Hub

Photos take a few seconds to process after uploading — this is normal. If they don't appear after a few minutes:

• Confirm your Hub is connected to Wi-Fi
• Check that the person who uploaded is enabled as a photo contributor in the Photos settings on your Hub
• If any photos couldn't be processed, you’ll see a notification saying "X photos couldn't be processed," tap "Retry" to try again

For more on managing photos and contributors, visit How do Photos work on Greenlight Family Hub?

AI assistant not connecting

The AI assistant requires Wi-Fi and a Family Hub Plus plan. If it's not responding:

• Check your Hub's Wi-Fi connection
• Confirm you have a Family Hub Plus plan
• If it displays an error message, you’ll need to reconnect your Hub to Wi-Fi and try again
• Try tapping the assistant icon in the bottom left corner of your Hub's screen instead of using the wake word
• If the issue continues, restart your Hub

For more information, click here. 

Lists not syncing

List sync requires an active internet connection. If changes on the Hub aren't appearing in the app (or vice versa):

• Check your Hub's Wi-Fi connection
• Tap out of and back into the Lists page on the Hub
• If the issue persists, restart your Hub

Location and Safety not updating

A child's location isn't updating

The most likely cause is that location services are turned off on their phone. Ask your child to check their phone's location settings and make sure Greenlight has access. For troubleshooting steps, visit Why can't I see my family member's location?

A Safe Family Device shows an old location

This usually means the device's battery is low or has poor connection. Try charging it and the location should update once it reconnects.

The Safety map isn't loading

Check that your Family Hub is connected to Wi-Fi. Location data requires an active internet connection. If the map still doesn't load after reconnecting, contact Greenlight Support. If the map isn't loading, the activity panel tabs below it may still work while the map reconnects. For more information on the Family Hub Safety features, click here.

My Family Hub is asking me to re-link my account

If your Family Hub has been offline for approximately 90 days, its connection to your Greenlight account expires. Follow the on-screen instructions on your Hub, then open the Greenlight mobile app to reconnect. Your family's data stays safe — you're just re-establishing the link.

Still need help? We're here for you. 

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