Google home ownership lost

[Rodgerq]

I created a home a few years ago when we moved here and haven't had an issues but I recently had some issues with some smart bulbs and wanted to unlink the ewelink account to reset the link. Google home is telling me I'm not the owner and when I check it says I am a manager. I created the home though and haven't had any issues before. Any insight into what has happened and how I can resolve? Thanks. 

[MplsCustomer]

@Rodgerq 

There aren't enough specifics in your post for customers like us to offer any suggestions.

You could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[Rodgerq]

Hi, thanks for the reply. Support will be my next call but I thought I'd ask in here to see if anyone had any similar experience. What specifics can I offer in order that you guys can help? Without the fluff, I need to know how to resume ownership of the household I created in the Google home app(and if possible an explanation of why I don't now own it)

[Juni]

Hi folks,
 

Thanks for the help here, MplsCustomer.

Rodgerq, thanks for reaching out and letting us know about your unlinking third-party device concern. We'll work together to identify the cause of the problem and find a solution. Do you have other home members added to the Google Home app? If so, try unlinking it using their account too and observe if it makes a difference.
 

I look forward to your response. 
 

Regards,

Juni

[Rodgerq]

Hi. 

My partner is a home member with manager status but on her iPhone I can't even see an option to unlink it. I managed to unlink it through the website but now when I try to link it back up it gives the error that no compatible devices were found. Which obviously isn't the case, the lights used to work with Google. I'm wondering if a firmware upgrade has caused an issue. I might just bin these particular bulbs and buy some that don't use ewelink. 

[Juni]

Hi Rodgerq,

Thanks for the details you've shared. You can reset the lights, then link them to their app, then relink them to the Google Home app.

Best,

Juni

[Rodgerq]

Tried to reset the lights as well. One thing that popped into my mind is that the problem might very well have occurred at the same time we had fibre installed and changed the routers to eero 6s. Is it possible that the bulbs and router aren't happy working together?

[Alex_S]

Hi there,

When you said you managed to unlink it through the website, was it on Third-party apps & services from your Google Account? If not, remove it there. Then, uninstall and reinstall both the Google Home app and the Ewelink app > Log in to the Google Home app > Create a new Home > Link Ewelink. If you’re getting the same outcome, I suggest you contact Ewelink support to check if there’s a compatibility issue with the new router or if they have any suggestions on this matter.

Warmly,
Alex

[Rodgerq]

Hi, thanks for getting back to me. 

Yes it was the third party apps and services part on the site I used. 

I've deleted the home app, deleted he ewelink app and reinstalled. Created a new home and for some reason the devices were there listed as being linked to me. So it seems that unlinking the account isn't working. I reinstalled the BG home app for other smart lights I have and now two of those are showing as offline on the home app, all the while being fine on the BG home app. So I've kinda went backwards 😂. 

I am at a bit of a loss. 

[Alex_S]

Hello Rodgerq,
 

We appreciate your efforts in trying those steps. Let’s try to reset and set up your Ewelink bulbs on a new account.

Kind regards,
Alex