About Cochlear™ Account (2024)

Your Cochlear Account is the personal account you use to access Cochlear 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 services like the Cochlear Nucleus®Smart App.

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

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. Please contact your local Cochlear office with any specific questions on this topic. For contact information visitcochlear.com/intl/contact/global-offices.

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 visitcochlear.com/intl/contact/global-offices.

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 new account’ from the Nucleus Smart App.

You will need to:

1. Provide your name and an email address
2. Create a unique password for your Cochlear Account.

After you submit your details you will be sent an email with a link to activate your Cochlear Account. If you do not receive an email, check your Spam or Junk folder. Once you click on the activation link, the Nucleus Smart App will open automatically and you will be able to login with your email address and password.

If you would like to delete your Cochlear Account, please contact your local Cochlear customer service team.

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

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

*For compatibility information visitwww.cochlear.com/compatibility.

Before you can set up a Cochlear Account for your child, you will need to have set up your own Cochlear Account.

Setting up your Cochlear Account (Adult)

1. 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 new account’ from the Nucleus Smart App.
2. You will need to provide your name and an email address. You will also need to create a unique password for your Cochlear Account.
3. After you submit your details you will be sent an email with a link to activate your Cochlear Account. If you do not receive an email, check your Spam or Junk folder. Once you click on the activation link, the Nucleus Smart App will open automatically and you will be able to login with your email address and password.
4. When you have logged in, follow the on-screen instructions to proceed through the pairing process. During this process you will be asked to provide the name of the recipient. Ensure you enter these details correctly. This recipient will then be linked to you and their information visible in the Account details section of the app.

If you have any problems completing this process, or if any details appear to be incorrect please contact Cochlear Customer Services before you set up a Cochlear Account for your child.

Setting up a Cochlear Account for a child

Once you are logged in to your Cochlear Account:

1. From the Nucleus Smart App menu, select Settings.
2. In Settings, select Account details.
3. In the Account details section your details will be displayed together with people you care for.
4. Select the child and enter their email address (this will become the username for their Cochlear Account). This email address cannot be the same as your email address.
5. When prompted, confirm your consent to your child's full access to the account.
6. An activation email will be sent to your child’s email address.
7. Your child will need to access the activation email and click on the activation link.
8. Your child will then be asked to create a password for their account to complete the account set up process.
9. Once the account has been set up it can be used to log in to the Nucleus Smart app on any compatible device which has the Nucleus Smart App installed.
10. Once your child’s Cochlear Account has been successfully activated you will be notified via email.

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 visitwww.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, select 'Forgotten your password?’ on the login page. Enter your email address and you will be emailed instructions on how you can reset your password.

If you would like to change the password for your Cochlear Account, start by logging out, then return to the login screen and tap ‘Forgot password’ and follow the on-screen instructions.

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

If you are still experiencing difficulties or have any other questions about your Cochlear Account, please contact your local Cochlear office for advice and assistance atcochlear.com/intl/contact/global-offices.