topic Re: Can't unlink tuya in Apps / Account

Can't unlink tuya

KTibow — Thu, 09 Dec 2021 01:37:05 GMT

Intro

I have a mysterious device, "Dresser Lamp", that I can't get rid of. I tap on it, and it tells me it's not responding. When I go to the device settings, I see "Unlink Tuya Smart". That should work, right?

The Bug

Tapping "Unlink Tuya Smart" gives me a dialog,

Unlink Tuya Smart?

This removes all devices from Tuya Smart. On the next screen, select Tuya Smart and tap to unlink.

However, I don't see Tuya Smart anywhere on the screen. If I search for it, it comes up as an unconfigured service, not something I can unlink. Does anyone have any ideas for how I can fix this?

Re: Can't unlink tuya

Androidian — Thu, 09 Dec 2021 22:33:51 GMT

I have this exact same problem with a Cync plug. Google needs to fix something so the user can remove these devices.

Re: Can't unlink tuya

GarrettDS — Tue, 14 Dec 2021 21:18:06 GMT

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that these issues can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried?

Please let me know.

Best regards,
Garrett DS

Re: Can't unlink tuya

Androidian — Tue, 14 Dec 2021 22:33:03 GMT

I've been in contact with the Google Nest Customer Care Team and their last reply was "They are currently working on it and already escalated this case for further investigation."

I've tried every conceivable troubleshooting step and there is some real issue with seamless devices getting connected the wrong way. But I'm open to any ideas.

Thanks for your reply.

Re: Can't unlink tuya

GarrettDS — Wed, 15 Dec 2021 18:25:31 GMT

Hey there Androidian,

Sorry to hear about the issues that you're having,I'm happy to look into this for you though.

Since you've been in contact with Customer support I would suggest keeping in contact with them, however, I am happy to look into your case if you can provide me with the case ID as well.

Would you also mind letting me know what issues exactly you're having? Like what error messages are you running into also?

I look forward to hearing from you.

Best regards,

Garrett DS

Re: Can't unlink tuya

Androidian — Mon, 20 Dec 2021 05:06:53 GMT

My case number is 5-8531000031508

My issue is that my (Cync) C by GE SEAMLESS plug is connected to my account the wrong way, is offline, and I can't delete it. I should have a remove option and instead I have an unlink option which doesn't work because Cync isn't linked to my account, or any accounts in any of my homes. If I delete the home, the plug stays linked to me.

Re: Can't unlink tuya

GarrettDS — Mon, 20 Dec 2021 19:24:56 GMT

Hey there,

Thanks for the case ID and providing me with that information. I have checked your case and it appears that they are still working on this. Apologies for the delay as there is a backlog of cases that they are working through at the moment. This has been escalated though and sent to our engineering team to have them investigate the issue.

Please let me know if you have any other questions.

Best regards,

Garrett DS

Re: Can't unlink tuya

GarrettDS — Mon, 27 Dec 2021 21:28:21 GMT

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS

Re: Can't unlink tuya

Androidian — Mon, 27 Dec 2021 21:33:35 GMT

Which response? The response that says there's no solution? Will I be hearing back from anyone, engineering team or otherwise?

Re: Can't unlink tuya

GarrettDS — Tue, 28 Dec 2021 17:02:04 GMT

Hi there,

Apologies for the delay in hearing back from someone. As they are working through a backlog, they will be following up with you via email as they have been previously.

I would suggest emailing through the email chain to see if you can get a quicker response.

Please let me know if you have any other questions.

Best regards,
Garrett DS

Re: Can't unlink tuya

GarrettDS — Mon, 03 Jan 2022 21:02:55 GMT

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns.

Best regards,
Garrett DS

Re: Can't unlink tuya

Androidian — Mon, 03 Jan 2022 21:05:53 GMT

Sure, close it if you need to. But I don't think the email chain is going to help. No one seems to care about fixing this.

Re: Can't unlink tuya

GarrettDS — Tue, 04 Jan 2022 18:18:20 GMT

Hey there,

As stated previously, they will be following up with you via email and I would suggest emailing through the email chain to see if you can get a quicker response.

I am locking this thread. If you have any other questions, please feel free to create a new thread.

Best regards,

Garrett DS