If you already have an active FamilyWall Premium subscription but Premium features aren’t showing on your Home Hub, first make sure your Home Hub is connected to the correct FamilyWall account.
Your Premium subscription is associated with your FamilyWall account. You don’t need to purchase another subscription to use Premium on your Home Hub.
Make sure you’re signed into the correct account
Check that you’re signed into your Home Hub using the same FamilyWall account associated with your Premium subscription.
If you accidentally created a new FamilyWall account while setting up your Home Hub, your existing Premium subscription may not appear because it is associated with your other account.
Check your Premium subscription
Open FamilyWall on another device where you’re already signed in and confirm that Premium is active on your account.
If Premium appears on another device but not on your Home Hub, make sure both devices are signed into the same FamilyWall account.
Restart your Home Hub
If you’re signed into the correct account and your Premium subscription is active:
- Make sure your Home Hub is connected to Wi-Fi.
- Restart your Home Hub.
- Open FamilyWall again.
- Check whether your Premium features are now available.
Premium still isn’t showing?
If you’ve confirmed that you’re signed into the correct account and Premium still isn’t available on your Home Hub, contact FamilyWall Home Hub Support.
When contacting us, please include:
- The email address associated with your FamilyWall account
- A screenshot showing your active Premium subscription, if available
- Your Home Hub order number or proof of purchase
- A description of where Premium isn’t appearing or which Premium features you can’t access
Our team can review the information and help determine why your existing Premium subscription isn’t being recognized.
Please don’t purchase another Premium subscription or create a new FamilyWall account to resolve the issue unless instructed to do so by FamilyWall Support.