Cant remove service

[Jorianv]

My ewelink devices that are connected are displayed as offline in the google home app and when connecting the ewelink service to another account they are offline so i tried to remove the service from my account to add it again but i cant remove the service because it says that the service isn't linked in the first place.

In the photos you can see that im trying to unlink the service but if i follow the instructions and "on the next screen, select eWeLink Smart Home and tap to unlink" i can only add the service again but that doesn't solve my issue. I also cant remove this from the eWelink app because that says that i need to unlink from the google home app.

[Jake]

Hey there,

Sorry for the trouble you are having. I wanted to follow up and see if I could be of any help. I found an article that could be of help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Jorianv]

That article is referring to nest products but my problem is with services connected to google home so that wont help

[Brad]

@Jorianv

Have you tried to contact support regarding this inquiry? I bet they could help you out there. Here is a link for you to reach out to support if you wish.

Best regards,

Brad

[Jake]

Hey there,

I wanted to check in and see if you managed to see Brad's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Jorianv]

I have reached out to support but have not received an answer yet

[Jake]

Hey there,

I am sorry to hear you have not gotten an answer yet. Do you mind me asking if you have tried calling in to our team? Please let me know if you have any trouble, as I want to ensure you are being helped.

Best regards,

Jake

[Dan_A]

Hi folks,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

[Dan_A]

Hello there,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Thanks,

Dan

[Jorianv]

I have seen your responses but i was hoping that i would have received a response from google support but have not received any in yet in a week so i am hoping that maybe one of you still has a solution. and i cant call the support because it gives me a error on the dutch number for call me and get instantly hung up when i call the number

[Juni]

Hi folks,

@Jorianv, Sorry to hear about the trouble. I wanted to follow up and see if I could be of any help. Could you try to unlink eWelink directly from your Google account, then relink it again on your preferred Google account via Google Home app? Check these links below.

https://goo.gle/2UN4axN

https://goo.gle/36PBnwO

Let me know how it goes.

Thanks,

Juni

[Jorianv]

The service was in the second list but after removing it from there it is still in my home. I think it was connected there because i tried to readd it yesterday which did nothing

[Princesss]

Hi Jorianv,

We're sorry for the inconvenience that this has caused you. Have you already tried creating a new home structure and delete the old home?

Best,

Princess

[Jorianv]

I have tried multiple times to delete my home with the devices in it but they keep haunting me to the new home and dont disappear. I now have them in another home as a "solution" but i still cant add the devices to my home because they are still "in my home"

[Princesss]

Hi Jorianv,

Thanks for trying some steps. By any chance, have you already tried to try a new phone to see if you will be able to see the services linked from that phone?

Best,
Princess

[Azarco]

Hello there,

How's it going with your Google Home? Have you had the chance to try the given steps above?

Thanks,

Alex

[Azarco]

Hey Jorianv,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Regards,

Alex

[Jorianv]

I haven't had time to try it on a different phone yet but doubt it will work since i have reinstalled the app on my phone multiple times

[Princesss]

Hi Jorianv,

Thanks for responding. Have you already tried clearing the cache and data of the Home app?

Best,

Princess

[Jorianv]

yes i have cleared cache multiple times cleared the data multiple times and reinstalled the app multiple times i have also tried the new beta and older versions of the google home app

[Princesss]

Hi Jorianv,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[Juni]

Hello there,

I wanted to follow up if you are still in need of any help. If so, please fill out the form above.
 

Thanks,

Juni

[Juni]

Hi there,

We haven’t received your form. Kindly fill it out so we can continue with the next step. 
 

Regards,

Juni

[Jorianv]

I have filled out the form now

[Juni]

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.
 

Best,

Juni

[Jorianv]

Okay Thank you!

[Juni]

Hi Jorianv,

You're welcome. I’ll keep this thread open for 1 more day. If you need further help, let me know.

Cheers,

Juni