Your Cochlear Account is the personal account you use to access Cochlear products and services. It allows you to sign in to Cochlear's online services using an email address and password. You need a Cochlear Account to access Cochlear products and services like our Online Store, Smart Apps and Remote Care services.*

Creating a Cochlear Account also allows Cochlear to provide you with resources, service and support to connect and empower you on your hearing journey. Cochlear will also be able to keep you informed of any updates regarding iOS and the Nucleus Smart App.

If you do not already have a Cochlear Account (i.e. you do not already access other Cochlear online services with an email address and password) you can create one by selecting ‘Create account’ when setting up the Nucleus Smart App.

You will need to:

1. Choose whether you are setting up a Cochlear Account for "myself" as the Recipient, or for "Myself and someone I care for" including setting up for both Carer and Recipient.
2. Provide your name and an email address, and any optional information.
3. After you submit your details you will be sent an email with a link to finalise your Cochlear Account set up. If you do not receive an email, check your Spam or Junk folder.
4. At this stage you will be asked for any optional information and to set a password. Create a unique password for your Cochlear Account.
5. Once you complete the process, you will be able to login with your email address and password.
6. Following first login, if you had set up a Cochlear Account for "myself and someone I care for", you will be asked to Add the Recipient details to finalise the account set-up process. As part of the process you can choose to set up a Cochlear Account for the person you care for.
7. If you are a carer for a Recipient who already has a Cochlear Account (previously set-up by another Carer), you can create a Cochlear Account by selecting the option "for myself" and follow the steps to complete account set-up. You will then need to contact Customer Service to be associated with the recipient account.

In most countries, if you are over a specified age you can create your own Cochlear Account. If you are under the specified age, a parent or guardian will need to set up your Cochlear Account and provide consent. The age restriction varies depending on your country of residence.

As part of creating a Cochlear Account as a Carer, you can choose to set up a Cochlear Account for another person. They may be above the specified age threshold.

You will need to:

1. Choose whether you are setting up a Cochlear Account for "myself" as the Recipient, or for "Myself and someone I care for" including setting up for both Carer and Recipient.
2. Provide your name and an email address, and any optional information.
3. After you submit your details you will be sent an email with a link to finalise your Cochlear Account set up. If you do not receive an email, check your Spam or Junk folder.
4. You will be asked for any optional information and to set a password. Create a unique password for your Cochlear Account.
5. Once you complete the process, you will be able to login with your email address and password.
6. Following first login, if you had set up a Cochlear Account for "myself and someone I care for", you will be asked to Add the Recipient details to finalise the account set-up process. As part of the process you can choose to set up a Cochlear Account for the person you care for.

If your child is under the specified age threshold and has set up a Cochlear Account, contact your local Cochlear office for advice and assistance, as parental consent is required for your child to have an account. For contact information visit https://www.cochlear.com/customer-service.

No, because it provides access to your personal information. Please ensure you keep your login details secure.

If you've purchased a Cochlear product from the online store, or have used a Cochlear online service in the past, you may already have a Cochlear Account. You may be able to use the same email and password to log in to the Nucleus Smart App. If you do not remember your password, you can try the forgot password feature to reset your password. If that email was previously used for a Cochlear Account, instructions will be sent to that email address to change the password. If you do not know if you have a Cochlear Account simply create a new one.

You can request to delete (close) your Cochlear Account from the Settings page in the Nucleus Smart App.

1. In the main menu, select Settings.
2. Click Delete account.
3. Follow the steps provided to request closure of your Cochlear Account.
4. It will take up to 10 days for the closure request to be completed.

Note that this will delete your account for all your Cochlear online services.

If you want your child to use the Smart App independently on their own device to control their sound processor, you can create a Cochlear Account for them. When you set up the account you will be providing consent for your child to have full access to all app features. Setting up a Cochlear Account for your child can be done after you set up your own Cochlear Account.

1. As a carer, during creation of your Cochlear Account, you will be asked to set up details for your recipient.
2. At this time, you can choose to set up a login email for the person you care for.
3. You will then provide an email address (which needs to be different to your email address) and provide Parental consent for the patient.
4. An email will be sent to the child's email address. To complete the process, click on the link in the email to activate the account, then set a password.
5. The Cochlear Account will then be ready to be used by your child to login to Nucleus Smart App.

To set up an account for a child you will need:

1. A compatible smartphone* with the Nucleus Smart App installed
2. An email address for your child (in addition to your own email address)
3. Your own compatible Apple or Android device
4. Your own Cochlear Account

* For compatibility information visit www.cochlear.com/compatibility.

It takes around 10 minutes to complete the process to set up a Cochlear Account for yourself (and the person you care for).

Yes you can, simply run through the process described below. Please note that a separate compatible device is required for each child – you cannot have two children logged into the same device at the same time. After you have created a Cochlear Account for yourself and your first child, login to the Nucleus Smart App.

1. From the main menu, select Settings.
2. Select Account details.
3. Login to the Account details page.
4. Select the Relationships menu item.
5. You will see your first child’s details listed.
6. Select the +Add button to add your second child’s details.
7. Enter the second child’s details and select Yes when asked "Does the recipient need their own login".
8. Follow the subsequent steps to finish setting up their details including providing an email for that child’s Cochlear Account and providing Carer consent.
9. You or your child will need to activate the account via the email sent to the email address provided and a password created.

Your privacy is important to us. We are committed to protecting the privacy of your personal information in accordance with applicable privacy and data protection laws. Your personal information will be handled in accordance with our Privacy Policy. For more information visit www.cochlear.com/privacy.

If you cannot remember the email address you used, please contact your local Cochlear customer service team.

If you cannot remember your password, start by logging out, then return to the login screen and tap ‘Forgot password’ and follow the on-screen instructions.

Note that this will change the password across all your Cochlear online services.

If you would like to change the password for your Cochlear Account you can do this from the Account page in the Nucleus Smart App.

1. From the main menu, select Settings.
2. Click Account Details
3. Navigate to Account Settings and select Change your Password
4. Follow the steps provided to change the password of your Cochlear Account.

Note: This will change your password across all of your Cochlear online services

If you are having trouble with login contact your local Customer Service team https://www.cochlear.com/customer-service.

If you would like to change the login email for your Cochlear Account you can reset it from the Account page in the Nucleus Smart App.

1. From the main menu, select Settings.
2. Click Account Details
3. Navigate to Account Settings and select Change your login email
4. Follow the steps provided to change the email used to login to your Cochlear Account.

Note: This will change your login email (username) across all of your Cochlear online services. It will also change the email used by Cochlear to communicate with you.

If you would like to add or update your address you can do this from the Account page in the Nucleus Smart App.

1. From the main menu, select Settings.
2. Click Account Details
3. Navigate to Address
4. If you do not have an Address listed select +Add and follow the steps to add your address.
5. If you would like to change your address, select the vertical dots next to the current address and follow the steps to change the address.

If you created a Cochlear Account as a carer and would like to view these details, you can do this from the Account page in the Nucleus Smart App.

1. From the main menu, select Settings.
2. Click Account Details
3. Navigate to Relationships to view recipients that you care for
4. If another Carer has already set up the recipient, you will need to contact your local Customer Service team https://www.cochlear.com/customer-service to be associated to the recipient as a Carer.