Hyve National Program – FAQ
What is the National Program?
The National Program is available nationwide and includes:
- hyve hardware
- Free, Standard, or Premium plans
- Customer-scheduled third-party pickups
Premium includes hyve Returns + Smart Return Labels, but you still schedule pickup yourself.
What is the difference between National and Returns Day Programs?
National Program
- hyve hardware
- Free / Standard / Premium plans
- You schedule third-party pickup
Returns Day Program (limited areas only)
- Hyve-managed pickups included
- No third-party pickup fees
Returns Day details do not apply to National customers.
Do I need a paid subscription?
No. hyve works out of the box on the Free plan.
However, Free includes:
- One admin PIN only
- No vendor-specific delivery codes
- No additional user codes
- No delivery notifications
What are the subscription tiers?
Free
- One admin PIN
- No vendor codes
- No notifications
Standard
- Vendor-specific delivery codes
- Real-time notifications
- Remote control access
- Ability to share user permissions
Premium
- Everything in Standard
- hyve Returns platform
- hyve Smart Return Labels
Full plan details are listed in the app.
How do I change or cancel?
You can upgrade, downgrade, or cancel anytime in the hyve app under Account/Billing.
Changes take effect at the end of your billing cycle.
What are the dimensions?
- External: 32" H × 20" W × 20" D
- Internal: 28" H × 16" W × 16" D
- Capacity: 7.4 cubic feet
- Weight: 36 lbs
- Designed in California
- Manufactured in Vietnam
What should I do right after setup?
We recommend a one-time 10-minute setup:
1. Place hyve next to the hub during pairing.
2. Ensure strong Wi-Fi.
3. Open the Hyve app → Vendors tab.
4. Generate Vendor PINs for:
- Amazon
- FedEx
- UPS
- Instacart
- DoorDash
- Any provider you use
5. Copy/paste each PIN into delivery instructions inside those apps.
Once done, you don’t need to think about it again.
Do vendor codes still work if Wi-Fi drops?
Yes.
Once generated, vendor codes are stored directly in the
lock.
Even if Wi-Fi goes down:
- Drivers can still unlock and deliver.
- Your packages remain secure.
- You simply won’t receive notifications.
How do delivery providers access my hyve?
- Generate a unique vendor code in the app.
- Paste it into delivery instructions in your retailer account.
- The driver enters the code.
- The lid unlocks.
- They place the package inside.
- The lid closes and locks automatically.
On supported plans, you’ll receive a notification.
Where do I add the code?
Common fields include:
- Delivery instructions
- Security code / gate code
- Access code
- Driver notes
How often do I change vendor codes?
No schedule required.
Keep them as long as you’d like. Update anytime in the app.
Can I use my admin PIN for everything?
You can, but it’s not recommended.
Unique vendor codes:
- Improve security
- Provide visibility
- Allow easy access revocation
Does hyve work without Wi-Fi?
Yes — partially.
If Wi-Fi drops:
- Keypad codes still work
- Drivers can still deliver
However:
- No real-time notifications
No remote management until reconnected
What if hyve is far from the hub?
Vendor PINs still work.
If offline:
- Deliveries still work
- Packages remain secure
- Notifications pause
For long driveways, consider a Wi-Fi extender.
How far can hyve be from the hub?
In most cases, the hub needs to be within 10 feet of the hyve.
Range depends on:
- Layout
- Construction materials
- Wi-Fi strength
Best practice:
- Keep hyve within Bluetooth range
- Keep hub in strong Wi-Fi coverage
Where should I place hyve?
Most customers place it:
- Near the front door
- On the porch
- At the main gate
Choose a visible, easy-to-access location.
Can I use hyve at a side gate or long driveway?
Yes.
Deliveries still work offline — you just won’t receive live alerts.
Can I move hyve later?
Yes.
Keep it within hub range and update delivery instructions if needed.
How do I get drivers to use it?
- Add vendor codes to delivery apps
- Download FedEx & UPS apps and add codes
- Post delivery signage
- Brief drivers early on
Signage download:
https://www.hyvesecurity.com/pages/signage
How is hyve powered?
- Four AA batteries
- Solar trickle charging
- USB-C backup port
What happens if batteries die?
Use the USB-C backup port to temporarily power the lock, open it, replace batteries, and resume normal use.
How do returns work?
- Create return with retailer.
- Apply retailer label or QR workflow.
- Apply hyve Smart Return Label.
- Pair label in app.
- Place package in hyve.
- Schedule pickup with third party.
The carrier scans at pickup. The app logs the return.
Do National customers pay pickup fees?
Yes.
National customers schedule third-party pickup.
If using Uber Courier:
- Typically one charge per pickup (not per return if same destination)
- Multiple stops increase cost
Some retailer programs may charge per return.
What can I return?
Any item with:
- Shipping label
- QR code
Not eligible:
- In-store-only returns
Can I return multiple items?
Yes.
Place multiple returns inside hyve and schedule one pickup.
What are Smart Return Labels?
They:
- Identify returns
- Link order & tracking in app
- Signal carriers for pickup
How many labels do I get?
Premium customers receive batches of 10.
Reorder in-app:
Profile → Order More Smart Return Labels
Can I ship outbound packages?
Yes.
Apply your own shipping label and schedule pickup through a carrier or courier.
Pickup fees apply.
Can multiple people use hyve?
On paid plans:
- Invite users
- Assign permissions
- Generate separate codes
Free plan:
- One admin PIN only
- No vendor codes
- No additional users
Lock not responding?
- Enter admin PIN
- Use USB-C backup if needed
- Replace batteries
- Check hub lights (all green)
- Move hub closer if COMM light is red
App stuck loading?
- Check internet
- Restart app
- Verify hub lights
- Reconnect Wi-Fi in-app if needed
Not receiving notifications?
- Confirm plan includes notifications
- Ensure hub is online
- Enable phone notifications
- Reboot phone and hub
- Test unlock
App shows offline. Can drivers still deliver?
Yes.
Codes are stored in the lock.
You just won’t receive alerts until reconnected.
Driver says they can’t open hyve?
- Confirm correct code
- Confirm correct unit
- Remotely unlock (if supported)
- Review activity log
Contact retailer for missing packages; contact hyve for access history help.
Is there a warranty?
Yes.
hyve includes a limited hardware warranty covering defects in materials and workmanship.
Full terms are listed on the website.
Can I return my hyve?
Yes.
30-day money-back guarantee.
Email: hello@hyvesecurity.com
Refund = unit cost minus return shipping.
Support
Email: hello@hyvesecurity.com
Hyve Returns Day Program – FAQ
What is the Returns Day Program?
The Returns Day Program is a limited-area service that
includes:
- hyve hardware
- Full app features
- hyve-managed return pickups 2x per month
- No third-party pickup fees
You do not schedule pickups — hyve handles them for you.
Who is eligible?
Only customers located within approved Returns Day ZIP codes or service areas are eligible.
Do I need to schedule pickups?
No.
In the Returns Day program:
- You do not schedule anything.
- hyve automatically comes to your home.
- Pickups occur on your assigned day twice per month.
You simply place your prepared returns inside hyve before pickup day.
What are the dimensions?
- External: 32" H × 20" W × 20" D
- Internal: 28" H × 16" W × 16" D
- Capacity: 7.4 cubic feet
- Weight: 36 lbs
- Designed in California
- Manufactured in Vietnam
What should I do after setting up hyve?
We
recommend a simple one-time setup:
1. Place hyve next to the hub during pairing.
2. Ensure strong Wi-Fi.
3. Open the Hyve app → Vendors tab.
4. Generate Vendor PINs for:
- Amazon
- FedEx
- UPS
- Instacart
- DoorDash
- Any delivery service you use
5. Copy/paste each PIN into delivery instructions inside those apps.
This takes about 10 minutes — once done, you won’t need to revisit it.
Do vendor codes still work if Wi-Fi drops?
Yes.
Once generated, Vendor PINs are stored directly in the lock.
If Wi-Fi goes down:
- Drivers can still deliver
- Your packages remain secure
- You just won’t receive real-time notifications until reconnected
How do delivery providers access my hyve?
- Generate a unique Vendor PIN in the hyve app.
- Paste it into the retailer’s delivery instructions.
- The driver enters the code on the keypad.
- The lid unlocks.
- The package is placed inside.
- The lid locks automatically.
You’ll receive a delivery confirmation notification.
Where do I add the access code?
Common fields include:
- Delivery instructions
- Security code / gate code
- Access code
- Driver notes
How often do I need to change Vendor PINs?
No schedule required.
You can keep them as long as you’d like and update anytime in the app.
Can I use my admin PIN for everything?
You can, but it’s not recommended.
Using unique Vendor PINs:
- Improves security
- Allows visibility into which provider accessed hyve
- Makes it easy to revoke access if needed
Does hyve work without Wi-Fi?
Yes — partially.
If Wi-Fi drops:
- Drivers can still unlock hyve using stored codes
- Deliveries continue normally
- You won’t receive real-time alerts until reconnected
How far can hyve be from the hub?
Range depends on:
- Home layout
- Construction materials
- Wi-Fi strength
Best practice:
- Keep hyve within Bluetooth range of the hub
- Keep the hub in strong Wi-Fi coverage
If placing hyve at the end of a long driveway, consider a Wi-Fi extender for notifications.
Where should I place hyve?
Most customers place hyve:
- Near the front door
- On the porch
- At a main gate
Choose a visible, easy-to-access location for drivers.
Delivery signage helps train drivers.
Can I use hyve at a side gate or long driveway?
Yes.
Deliveries still work offline — you just won’t receive live alerts.
Can I move hyve after setup?
Yes.
Keep it within hub range and update delivery instructions if the location changes.
Does hyve have a camera?
No.
hyve does not include a built-in camera. It is designed to work alongside your existing doorbell or security cameras and focuses on physically securing packages behind a smart lock.
Can hyve handle multiple deliveries in one day?
Yes.
Each delivery unlocks and relocks the unit, keeping prior deliveries secured.
Can hyve hold deliveries and returns at the same time?
Yes.
Returns with hyve Smart Return Labels are clearly marked so drivers know what to pick up without disturbing new deliveries.
Is hyve weatherproof?
Yes.
hyve features:
- Outdoor-ready, IP-rated enclosure
- IP65-rated electronics
Built to handle rain, dust, and typical outdoor temperatures.
What prevents someone from stealing the entire hyve?
hyve includes a universal security tether that anchors to:
- Door frames
- Gates
- Railings
- Posts
For added security, the base can be anchored into concrete or decking.
How is hyve powered?
- Four AA batteries
- Solar trickle charging
- USB-C emergency backup port
What happens if the batteries die?
Use the USB-C backup charging port to temporarily power the lock, open the lid, replace batteries, and resume normal use.
How do returns work?
- Create the return with your retailer.
- Export or save down the retailer’s virtual return label or QR code to the hyve app or your device.
- Pair a hyve Smart Return Label in the app (provided to all Returns Day
subscribers). - Place the package inside hyve.
- hyve picks it up on your scheduled Returns Day (2x/month).
It does not matter if returns are going to multiple destinations — hyve manages sorting and routing for you.
What can I return?
Any item that provides:
- A shipping label
- A QR code
Not eligible:
- In-store-only returns
Can I return multiple items at once?
Yes.
Place as many return packages as you’d like inside hyve before pickup day.
What are hyve Smart Return Labels?
Smart Return Labels:
- Identify packages as returns
- Link to order and tracking information in the app
- Help ensure smooth pickup and routing
How many labels do I get?
Smart Return Labels ship in batches of 10.
You can reorder in the app and select quantities up to 10 per order.
Can multiple people use hyve?
Yes.
Returns Day includes full app features, so you can:
- Invite family members
- Assign permissions
- Generate separate access codes
Receive notifications
How do I get drivers to use it?
- Add Vendor PINs to delivery apps
- Download FedEx & UPS apps and add codes
- Post delivery signage
- Brief drivers early on
Signage download:
https://www.hyvesecurity.com/pages/signage
My lock is not responding. What should I do?
- Enter your admin PIN.
- Use the USB-C backup port if needed.
- Replace batteries.
- Confirm hub indicator lights are green.
- Move hub closer if COMM light is red.
My app shows hyve is offline. Can drivers still deliver?
Yes.
Vendor codes are stored in the lock.
Deliveries still work — notifications resume once reconnected.
I’m not receiving notifications?
- Ensure hub and hyve are online
- Confirm notifications are enabled in the app and your phone settings
- Reboot phone and hub
- Trigger a test unlock
A driver says they can’t open hyve?
- Confirm correct Vendor PIN
- Confirm correct unit
- Remotely unlock if needed
- Review activity log afterward
Is there a warranty?
Yes.
hyve includes a limited hardware warranty covering defects in materials and workmanship.
Full terms are listed on the website.
Can I return my hyve?
Yes.
30-day money-back guarantee.
Email: hello@hyvesecurity.com
Refund = unit cost minus return shipping.
Support
Email: hello@hyvesecurity.com