topic Camera attached to another account and unable to disconnect from other account in Cameras and Doorbells

Camera attached to another account and unable to disconnect from other account

Kpyttlick — Mon, 05 Feb 2024 17:51:20 GMT

Help! I am trying to set up cameras onto my account using best app but unable to disconnect from previous account due to not sure what previous email or password is. Looked everywhere online how to do this and no help, so I can reaching out here. Any help thank you.

Re: Camera attached to another account and unable to disconnect from other account

MplsCustomer — Mon, 05 Feb 2024 20:28:43 GMT

@Kpyttlick

You haven't said what your circumstances are. There are two reasons for why you might get a message saying your camera is attached to another account when trying to install your camera in the Google Nest app.

The first reason is that you bought or inherited the camera from someone else and they failed to remove the camera from their Google Nest app while still on their Wi-Fi network and while the camera was online (which should trigger an automatic factory reset).

The second reason is that you are trying to reinstall your camera (for example, after a Wi-Fi change, or because you're trying to switch the camera to a different account) without first having removed the camera from your Google Nest app while still on your old Wi-Fi network and while the camera was still online.

On both cases, you can try performing a manual factory reset (not a restart), as described here. You'll want to hold down the reset pin until you're sure the factory reset has occurred, as described in the Help topic:

https://support.google.com/googlenest/answer/9252162

If this doesn't work, or if you have one of the older Google Nest cameras that can only be factory reset by removing them from the Google Nest app, Google Nest Support in the past has suggested two alternatives:

1) Disconnect the camera from power for 48 hours and try to reinstall.

2) Wait for 30 to 60 days (depending on the length of the previous customer's Nest Aware subscription) and try to reinstall.

Re: Camera attached to another account and unable to disconnect from other account

Kpyttlick — Mon, 05 Feb 2024 21:45:06 GMT

It is still connect to the same wifi network as the previous account, I just forgot the password to my old account and unable to remove the camera from that account. I need to re connect the cameras to my new account in which I had to set up but the message “attached to another account” keeps popping up even though I tried to unplug and replug it back in.

Re: Camera attached to another account and unable to disconnect from other account

MplsCustomer — Mon, 05 Feb 2024 22:54:29 GMT

@Kpyttlick

Unplugging your camera and plugging it back in is not enough.

You will have to perform a manual factory reset (not a restart), as described in the post below. You'll want to hold down the reset pin until you're sure the factory reset has occurred, as described for each camera in this Help topic:

https://support.google.com/googlenest/answer/9252162

And, as I said in my earlier post, if you have one of the older Google Nest cameras that can only be factory reset by removing them from the Google Nest app (which you can't do), Google Nest Support in the past has suggested two possible workarounds in this forum; we haven't had to use them, so I can't vouch for whether they work or not.

1) Disconnect the camera from power for 48 hours and try to reinstall.

2) Wait for 30 to 60 days (depending on the length of the previous customer's Nest Aware subscription) and try to reinstall.

Re: Camera attached to another account and unable to disconnect from other account

Jenelyn_O — Mon, 12 Feb 2024 00:12:21 GMT

Hi there,

Thanks for reaching out in the Google Nest Community forum — I'm sorry for the delay. I just want to check if you managed to see the response above. Were you able to proceed with the troubleshooting steps?

I appreciate your help, @MplsCustomer.

Best,

Jenelyn