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Nanit Reviews, Complaints & Contacts

Nanit is a smart baby video monitor sold by Udisense, Inc. (doing business as Nanit) of New York, with an optional paid Insights subscription. Udisense was incorporated in 2014 and its CEO is Anushka Salinas. Nanit's own rules allow returns within 30 days on nanit.com purchases, give the monitor a one-year limited warranty and renew Insights plans automatically until cancelled. No published complaint reports are currently linked to this profile.

REVIEWS & COMPLAINTS0none submitted to USAComplaints yet · see external reviews
PHONE1-866-696-2648Nanit customer service phone number
WEBSITEnanit.com
HEADQUARTERSNew York, NY
PROFILE CHECKED2026-11-04
Submit a Complaint Call 1-866-696-2648 Official website ↗
VERIFIED

Contacts & Login

PhoneEmailAddress

Customer service & general contact

Cancel, billing & returns

Privacy requests

Other contacts

VERIFIED

Locations

  • Headquarters244 Fifth Avenue, Suite 2702 New York NY 10001
EDITORIAL

Is Nanit Legitimate?

BBB, Trustpilot

Legal name
Udisense, Inc.
Founded
2014
Business type
Maker of the Nanit smart baby monitor and the optional Nanit Insights subscription, operated by Udisense, Inc. (doing business as Nanit)
Website
nanit.comSource: Nanit home page, checked 2026-10-27
Headquarters
New York, NYSource: Nanit limited warranty on the Shipping and Returns page, checked 2026-11-04

Nanit is the brand of Udisense, Inc., maker of the Nanit smart baby monitor, sold through its own website, nanit.com, and through other retailers. Udisense was incorporated in Delaware in 2014, and the monitor has been on sale since 2016. The CPSC recall database lists no recall under the Nanit or Udisense name; for safety notices on a specific product model, see cpsc.gov/Recalls and SaferProducts.gov. Customers' accounts at the BBB and Trustpilot center on subscription charges, refunds, connection failures and support.

Advertising reviews by BBB National Programs. Competitor Owlet challenged Nanit's advertising before the National Advertising Division (NAD), the industry's self-regulatory body for advertising claims. In February 2026 NAD recommended that Nanit stop calling its product the "#1 baby monitor" and "#1 smart baby monitor", and Nanit said it would comply. In a second decision, announced in September 2026, NAD recommended that Nanit discontinue or modify claims such as "most loved", "most awarded", "smartest baby monitor", "Nanit alerts me if anything is wrong", "keeps a safe environment for your kiddos", claims about extra sleep for parents, posts that could imply protection against SIDS, and any implied claim of foolproof detection; NAD found that two wellness claims did not convey unsupported messages. During that case Nanit voluntarily and permanently dropped the claim that "Nanit saved our baby's life a number of times" and claims that it tracks a baby's heart rate. Nanit said it disagreed with parts of the decision but would comply. NAD reviews whether advertising claims are supported; its decisions are recommendations about advertising, not recalls.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBComplaints filed with BBB in the last 3 years
1 review · 19 complaints · BBB business grade F
TrustpilotTrustScore and total reviews (30 in the last 12 months)
137 reviews · TrustScore 1.8 / 5
EDITORIAL

Complaints and reviews: BBB, Trustpilot and this site

BBB. Udisense, Inc. (alternate name Nanit) is not BBB Accredited and has a BBB rating of F, with 19 complaints filed in the last 3 years. BBB gives the 19 complaints and failure to respond to 3 of them as reasons for the rating; BBB describes its letter grades as its opinion of how a business is likely to interact with customers and says a rating is not a guarantee of reliability or performance. The BBB page also shows one customer review. Six of the 19 complaints were filed in the last 12 months; BBB marks 12 as answered, 4 as resolved and 3 as unanswered, and classes 13 as service or repair issues. The complaints BBB displays describe unexpected subscription charges, waits for refunds, Wi-Fi disconnects and camera failures, and slow support. Nanit's published replies give its side: it says a subscription opens up capabilities for one camera, and that it cannot refund a plan bought through the Apple App Store. In individual cases it refunded a return and waived the restocking fee after a shipping delay, replaced a camera outside the warranty and offered a free 12-month plan code.

Trustpilot. The Trustpilot page for nanit.com shows a TrustScore of 1.8 from 137 reviews (30 in the last 12 months), with 84% of reviews at one star. The profile is unclaimed, and Trustpilot notes that the company has not invited customers to review, so the reviews may not be representative. Reviewers most often write about subscription costs, dropped connections and app problems, cameras that stopped working, and trouble reaching a live agent; some praise the video quality, sleep tracking and motion alerts. One reviewer says Nanit replaced a camera outside the warranty as a goodwill gesture.

Camera access allegations. A few Trustpilot reviewers, including three in 2026, allege that a stranger reached their camera or microphone or spoke to their child. These are unverified customer accounts. CBS Colorado reported in October 2025 that a Lafayette mother believed she heard a stranger through her Nanit monitor. Nanit told CBS that its review of the access logs showed no sound was sent from the camera at that moment, that the microphone had picked up sound from the room, and that it refunded the customer; the mother told CBS she did not get an explanation. Nanit's Privacy and Security page says video streams use 256-bit AES encryption and that two-step login is required.

This site. No published complaint reports are currently linked to this profile.

Had an experience with Nanit? Tell other people what happened.

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EDITORIAL

Nanit returns, warranty and Insights subscription: where to go and what to send

Returns. Nanit's Shipping & Returns page says: "If for any reason you are not 100% satisfied with your purchase, you may return it within 30 days of delivery." The Total Satisfaction Return Policy inside the warranty text on the same page counts 30 days from the original purchase instead, so it is safest to start a return early. The policy applies to items bought from nanit.com; items bought elsewhere go back to the seller they came from. Before you ship, check the condition rule: "Returned product(s) must be in their original packaging and in good physical condition, with all parts included." Start by contacting Nanit Customer Care ([email protected] or 1-866-696-2648); the page says you will receive a pre-paid shipping label for Nanit products and that "the returned product(s) must be received by Nanit within 10 days of obtaining your RMA number."

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Nanit may refuse a return or charge more restocking fees if it arrives without an RMA number, after the 10 days or without proper packaging. The customer bears the risk of loss or damage while the return is in transit, so keep the tracking number.

Refund timing and fees. The page says verification takes 3-5 business days after the warehouse receives the return, refunds are processed within 5-7 business days after verification, and refunds go to the original form of payment. It lists restocking fees of $15 for orders that include a camera and/or stand and $10 for all other orders, deducted from your refund, and says shipping charges are non-refundable. The Total Satisfaction clause in the warranty text says something different: an original purchaser who returns a product in its original condition within 30 days will "receive a full refund." The page does not say which text prevails, so quote both if a fee is deducted. Ground shipping is free on orders over $35 and is quoted at 3-7 business days after the order ships.

Warranty. The limited warranty (effective April 1, 2025) covers "one (1) year from the date of delivery following the original retail purchase." To claim, notify Nanit through nanit.com/support during the warranty period, describe the failure and follow Nanit's return shipping instructions; the warranty text does not say who pays that shipping. If the product is defective, Nanit chooses the remedy at its sole discretion: it repairs or replaces the product, possibly with a refurbished one, or takes it back and refunds the amount paid.

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Exclusions listed include products marked "sample" or "Not for Sale" or sold "as is", modified, tampered-with or misused products, acts of God, consumable parts such as batteries (unless a defect in materials or workmanship caused the damage), software, power or telecom interruptions and products from unauthorized retailers; coverage applies to purchases and use in the US, Canada, UK or Australia.

Nanit Insights subscription. The Insights product page says a plan unlocks personalized analytics and that a plan is not required to use the monitor. Nanit's pricing page lists the Memories plan at $120 a year and the Milestones plan at $300 a year, and says the Sleep plan is free for 3 months and then renews automatically. In a BBB reply Nanit says a subscription opens up capabilities for one camera, so check whether a second camera needs its own plan. The Terms of Service (Section 17) say subscriptions renew automatically unless you opt out in Account Settings or in your iOS or Android device settings, at the then-current non-promotional rate. After you cancel you may use the subscription to the end of the current term, and the Terms say you "won't be eligible for a prorated refund of any portion of the subscription fee paid." Section 12.4 names my.nanit.com for stopping automatic charges or changing a payment method. A subscription bought through an in-app purchase is managed by the app store that billed it. In a BBB reply Nanit says it cannot refund a plan bought through the Apple App Store, so those requests go to Apple (reportaproblem.apple.com); Google explains its own rules at support.google.com/googleplay/answer/2479637.

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Free trials are covered by Section 19: you must cancel before the trial ends to avoid a charge, and if you cancelled and were still charged, the Terms say to contact [email protected].

Customer service phone number, email and hours. Nanit's customer service phone number is 1-866-696-2648 (1-866-MYNANIT) and its customer service email address is [email protected]. The Contact page says the team is available 11 a.m. to 6 p.m.

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Eastern Time on weekdays, excluding holidays, and also links to the product FAQs at support.nanit.com and a server status page at status.nanit.com. Requests to delete personal data go to [email protected].

If you think someone accessed your camera. The Terms tell customers to notify Nanit promptly of a potential security breach, such as unauthorized use of a username or password; [email protected] and 1-866-696-2648 are the customer service contacts, and [email protected] takes privacy requests.

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Nanit told CBS Colorado that every camera access through the app is logged and that customers can manage who has access to their accounts, so ask for those logs in writing and remove any user you do not recognize. New York enacted a law in October 2026 requiring baby monitors sold in the state to include security features that block strangers from watching or listening in, plus a clear warning label.

If the problem is not resolved. The Terms contain an arbitration clause and class action waiver (see the FAQ) and say any claim must be filed within one year after it arose. You can file a complaint on the BBB profile for Udisense, Inc.; BBB shows Nanit responded to 16 of the 19 complaints filed in the last 3 years. A charge you did not authorize can be disputed with your card issuer; for credit cards, the Fair Credit Billing Act requires a written dispute within 60 days after the statement showing the charge was sent. A renewal you authorized and forgot about is a matter for [email protected] or the app store that billed you, and the Terms rule out a prorated refund after cancellation.

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Complaints about billing or sales practices can be filed with the FTC at reportfraud.ftc.gov and with your state attorney general, including the New York Attorney General at ag.ny.gov/file-complaint; product safety problems go to SaferProducts.gov.

PUBLIC RECORD

Court & Public Records

Clark v. Udisense Inc.

Filed

U.S. District Court, W.D. PennsylvaniaDocket 1:21-cv-00143Source ↗

Filed — no final outcome recorded

Federal docket classed under Americans with Disabilities Act civil rights claims. The docket shows the case closed on May 27, 2021.

Jackson v. Udisense Inc.

Filed

U.S. District Court, S.D.N.Y.Docket 1:25-cv-00580Source ↗

Filed — no final outcome recorded

Federal docket classed under Americans with Disabilities Act civil rights claims. The docket shows the case closed on March 13, 2025.

Rothschild Broadcast Distribution Systems, LLC v. Udisense, Inc.

Dismissed

U.S. District Court for the Southern District of New YorkDocket 1:22-cv-03443Source ↗

DismissedPatent infringement suit against Udisense, Inc., doing business as Nanit, over U.S. Patent No. 8,856,221 on storing broadcast content in a cloud-based environment. Patexia's case summary lists the case as voluntarily dismissed and terminated on June 22, 2022. It was not a consumer case.

UdiSense Inc. dba Nanit v. United States of America

Filed

U.S. Court of International TradeDocket 1:26-cv-01458Source ↗

Filed — no final outcome recorded

A suit brought by the company against the United States in the trade court. The company is the plaintiff.

EDITORIAL

Who runs Nanit

Nanit's Terms of Service identify the operator as Udisense, Inc., doing business as Nanit, at 244 Fifth Avenue, Suite 2702, New York, NY. The Terms are governed by New York law. The company makes the Nanit smart baby video monitor, a camera that mounts over the crib and streams to a phone app, and sells an optional Insights subscription for sleep analytics. The BBB lists the same company as Udisense, Inc. with the alternate name Nanit. Nanit products are also sold by other retailers, but Nanit's return policy covers only purchases made on nanit.com, and the warranty excludes products bought from unauthorized retailers; Nanit answers questions about whether a seller is authorized at [email protected].

Owner, founders and CEO. Nanit was founded by Assaf Glazer, Tor Ivry and Andrew Berman. Udisense, Inc. was incorporated in Delaware in 2014, with Glazer as President and CEO at the time of its 2015 fundraising, and the first Nanit monitor launched in 2016. Anushka Salinas, a former President and Chief Operating Officer of Rent the Runway, has been CEO since March 2024. Nanit is backed by outside investors: its $50 million growth round in December 2025 was led by Springcoast Partners, with Upfront Ventures and Jerusalem Venture Partners taking part.

Corporate office. The New York suite on this page is the corporate office address Nanit prints on its own pages. Coverage of its 2018 funding round also placed an office in Ramat Gan, Israel.

EDITORIAL

Frequently Asked Questions

How long do I have to return a Nanit bought from nanit.com?

Nanit's Shipping & Returns page says a purchase may be returned within 30 days of delivery, and that returned products must reach Nanit within 10 days of obtaining an RMA number. It also says: "Returned product(s) must be in their original packaging and in good physical condition, with all parts included." Contact [email protected] or 1-866-696-2648 to start. Items bought from other retailers go back to that seller.

Does Nanit charge a restocking fee?

The Shipping & Returns page lists $15 for orders that include a camera and/or stand and $10 for all other orders, including gift cards and partner products, deducted from your refund, and says shipping charges are non-refundable. The Total Satisfaction clause in the warranty text on the same page says an original purchaser who returns a product in its original condition within 30 days will "receive a full refund"; the page does not say which text prevails.

When is a Nanit refund issued?

Nanit's Shipping & Returns page says it takes 3-5 business days to verify a return after the warehouse receives it, then refunds are processed within 5-7 business days, to the original form of payment.

How long is the Nanit warranty and how do I claim it?

The limited warranty (effective April 1, 2025) runs one year from the date of delivery following the original retail purchase. To claim, notify Nanit through nanit.com/support during that period, describe the failure and follow the return shipping instructions; the warranty text does not say who pays that shipping. Nanit decides the remedy at its sole discretion: repair or replacement, possibly with a refurbished product, or taking the product back and refunding the amount paid. Products from unauthorized retailers are listed as not covered.

How do I cancel Nanit Insights?

The Terms of Service (Section 17) say you can opt out of auto-renewal in Account Settings or in your iOS or Android device settings; Section 12.4 also names my.nanit.com. Subscriptions bought through an in-app purchase are managed through the app store account that billed them. After cancelling you may use the subscription until the end of the current term.

Can I get a refund for Nanit Insights after it renews?

Section 17 of the Terms says that after cancellation you "won't be eligible for a prorated refund of any portion of the subscription fee paid." Section 19 says that if you cancelled before a free trial ended and were still charged, you should contact [email protected]. The 30-day return policy on the Shipping & Returns page refers to products, and Nanit's return policy does not state that it applies to Insights subscriptions.

Do I need Nanit Insights to use the monitor?

The Insights product page FAQ says a plan is not required to use the Nanit Smart Baby Monitor. Without a plan the monitor still provides live video, sound and motion alerts, two-way audio, white noise and room temperature and humidity readings; a plan adds personalized sleep analytics. Nanit's pricing page lists the Memories plan at $120 a year and the Milestones plan at $300 a year.

Does Nanit require arbitration?

The Terms of Service require binding individual arbitration under the American Arbitration Association's consumer rules and contain a class action waiver, in Section 25 as the page numbers it (the clause's own wording calls itself Section 13); a claim can instead be brought in your local small claims court if it qualifies there. You can opt out only by mailing a written notice with your name, your mailing address and a statement that you do not want to resolve disputes through arbitration, within 30 days of the date you first accepted the Terms (unless applicable law requires a longer period); for most existing customers that window has closed. The Terms print the opt-out address as 244 Fifth Avenue, Suite #2702, New York, NY 10011, while other Nanit pages and the BBB use ZIP 10001 for the same suite, so keep proof of mailing. The Terms also say any claim must be filed within one year after it arose.

Has Nanit been the subject of a CPSC recall?

The U.S. Consumer Product Safety Commission's recall database lists no recall under the Nanit or Udisense name. To check a specific Nanit monitor, mount or accessory, search "Nanit" at cpsc.gov/Recalls; a safety incident with a product can be reported at SaferProducts.gov or to the CPSC hotline at 800-638-2772.

Where is the Nanit headquarters and corporate office?

Nanit's corporate office address is Udisense, Inc., 244 Fifth Avenue, Suite 2702, New York, NY 10001, as printed in Nanit's warranty text and Privacy Policy and on the BBB profile.

What is the Nanit customer service phone number and email address?

The Nanit customer service phone number is 1-866-696-2648 (1-866-MYNANIT), and the customer service email address is [email protected]. The team is available 11 a.m. to 6 p.m. Eastern Time on weekdays, excluding holidays, and the Contact Us page is at nanit.com/pages/contact. Privacy and data deletion requests go to [email protected]. Some Trustpilot reviewers report phone holds of 20 minutes or more and slow replies, so keep your order number and a written record of each contact.

Has Nanit been sued? Is there a Nanit class action lawsuit?

One named case is Rothschild Broadcast Distribution Systems v. Udisense, a patent infringement suit filed in the Southern District of New York in April 2022; Patexia's case summary lists it as voluntarily dismissed that June. Nanit's Terms of Service require individual arbitration and contain a class action waiver, with an opt-out only within 30 days of first accepting the Terms. CourtListener also lists two closed disability access suits naming Udisense, from 2021 and 2025. Separately, Fortune reported that Nanit itself filed a suit at the Court of International Trade in March 2026 seeking a tariff refund (No. 1:26-cv-01458).

Is Nanit legit?

Udisense, Inc., doing business as Nanit, was incorporated in Delaware in 2014, gives a New York address and a toll-free customer service number on its site, and is run by CEO Anushka Salinas. It offers 30-day returns on nanit.com purchases and a one-year limited warranty. Customers' accounts differ: 84% of its Trustpilot reviews are one star, though Trustpilot notes the company has not invited reviews, so they may not be representative. The BBB rating is F, citing 19 complaints and failure to respond to 3 of them. The complaints concern subscription charges, refunds, connection failures and support, while some reviewers praise the video quality and sleep tracking. In 2026 the National Advertising Division recommended that Nanit change several advertising claims, including "#1 baby monitor"; Nanit said it would comply.

Who owns Nanit and who is the CEO?

Nanit is the trade name of Udisense, Inc., founded by Assaf Glazer, Tor Ivry and Andrew Berman and backed by outside investors. Springcoast Partners, Upfront Ventures and Jerusalem Venture Partners took part in its $50 million round in December 2025; the announcement does not state their ownership stakes. The CEO is Anushka Salinas, appointed in March 2024.

What do Nanit reviews and complaints say?

At the BBB, 13 of the 19 complaints in the last 3 years are classed as service or repair issues, and customers describe unexpected subscription charges, waits for refunds and camera or Wi-Fi failures. In its BBB replies Nanit says a subscription opens up capabilities for one camera, and in individual cases it refunded a return and waived the restocking fee or offered a free 12-month plan code. Trustpilot reviewers write mostly about subscription costs, dropped connections, cameras that stopped working, in some accounts after the 12-month warranty ended, and trouble reaching a live agent; one says Nanit replaced a camera outside the warranty as a goodwill gesture, and others praise the video quality and sleep tracking. A few allege that a stranger reached their camera or microphone. These are unverified customer accounts; Nanit says its streams are encrypted and that two-step login is required.

Is Nanit a scam?

Nanit is the brand of Udisense, Inc., a Delaware company incorporated in 2014 that has sold its smart baby monitor since 2016 through nanit.com and other retailers. The BBB rates Udisense F, citing 19 complaints in the last 3 years and failure to respond to 3 of them. Trustpilot shows a TrustScore of 1.8 from 137 reviews and notes that the company has not invited reviews, so they may not be representative. Some Trustpilot reviewers call Nanit a scam; their accounts concern the price of subscriptions, being asked to sign up for a plan during camera setup, charges after a free trial, features behind a paid plan and cameras that stopped connecting. Nanit's Insights page says a plan is not required to use the monitor. A few other reviewers allege that a stranger reached their camera or microphone; these are unverified customer accounts, and Nanit's reply to one such report is in the complaints section. If a charge is in dispute, the steps are in the section on returns, warranty and Insights.