Accounts issues

[Layla2019]

I have an account with the following email: #. I tried to log in several times, but it keeps showing that your app has connection issues. I also tried to reset the password, but it didn’t work.

Then I created another account using Google, but when I tried to link the cameras, it was rejected, showing that they are already connected to another account.

Is it possible to delete the cameras from the first account or provide me with a link to reset the password?

[jenniffert]

Hi Layla2019,

Thanks for reaching out here in the community! I understand you're having trouble accessing your original account and resetting the password due to connection errors. For that reason, your cameras are still linked to that account and won't connect to the new Google Account you created. No worries, I can definitely help you by guiding you on the best next steps to re-add your cameras or recover your account!

First, let me tell you that we don't have a special link for password resets in this type of scenario. However, we can either troubleshoot the app to recover your original account or, if you prefer, confirm the camera models so you can perform a factory reset on each device and re-add them to your new account. Note that a factory reset permanently erases all your personal data and restores the device to its original settings.

Please confirm which of the two alternatives you prefer, and provide the following information:

• What are the specific models of your cameras? Here’s a helpful article about how to identify the model of your device.
• Are you using the Nest or Google Home app to log in?
• Have you tried logging in from a different device or computer?

In the meantime, let's try these quick steps to recover your account:

• First, ensure the date and time are set to "Set Automatically” on your device’s settings, and confirm that the device's displayed time and time zone accurately reflect your current location.
• Confirm that the Nest or Google Home app has permission to use the phone's location.
• Ensure your mobile device and the Nest or Google Home app are fully updated.
• Switch your device to a different Wi-Fi network or cellular data and then attempt the login/password reset again.

Let me know which option you choose and the results of the troubleshooting steps, and we'll take it from there.

Best regards,

Jenniffer