How do I reconnect/add my Nest camera to my Nest app? For unk reason app removed camera

[JohnF]

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Original poster: Elizabeth Brumfield 

We purchased and installed our Nest Doorbell/camera about a year ago. My husband, daughter and I downloaded the app and synced the camera to each app. Sometime in the past few months, the app stopped being connected to the camera and I couldn’t see or get any notifications-live action etc. Tonight  I opened up the app and started the process “of adding a device” I was able to scan the interior code and get the installation started again so I would be able to add the camera device to my account. I went thru all the steps and got to the point where I saw a message stating my camera belonged to a previous owner (linked by my gmail account) and couldn’t get added to my account. We purchased the Nest brand new in the box, so that’s not the issue. My husband and daughter’s camera access haven’t been disconnected from their apps. I don’t know what to do. Should we try to really start from scratch and use a different email? Any help is appreciated

[JohnF]

Hey there Elizabeth Brumfield, 

I'm sorry for the late response, but I wanted to jump in here to help. I understand this issue can be confusing, but I'm happy to provide some clarity. 

I was able to find a great article that will help you with this issue. Also, if you're still unable to remove the camera from a previous account, I would suggest trying the factory reset option. You can learn more about how to factory reset your camera here.

Please let me know if you have any further questions or concerns. 

-from Garrett DS (Community Specialist)