Unable to access my nest account, need to unsubscribe the devices in that account

[deerwalk]

I am unable to access my original Nest account as I turned off the phone number that is used for 2 step verification.  I can't find any way to reset my account, therefore I have resorted to creating a new account with a different email and am having problems getting back to my original setup.

How can I reset my original account without the phone tied to the account?

How can I remove devices (cameras and sensors) under that original account without having access to it?

How can I get the temperature sensors to reset themselves, as I had the battery out for several hours and they are still not connecting because they belong to my previous account.  I am not sure if the battery reset works at all anyway.

Thanks for your assistance.

[GarrettDS]

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that these issues can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried?

Please let me know.

Best regards,
Garrett DS
 

[deerwalk]

Garrett,

The biggest issue is getting into my original Nest account.  I had a phone number through work, which unfortunately I had synced my 2FF with and I don't have that number any longer.  There doesn't seem to be a way to reset my access without using the code being sent to that phantom number.

I could really use help in this situation.  My account has 3 outdoor cameras and 1 indoor camera along with a pair of thermostats and 6 temp sensors.  I have no way to even remove them to join them to a new account.

How can I get those devices to work with a new account that I am setting up?

I anticipate your response and thanks in advance.

[GarrettDS]

Hey there, 

So sorry for the late response but I wanted to hop in here to help. Have you tried performing factory resets on your device and trying to set up the devices with the new account?

I look forward to hearing from you. 

Happy New Year, 

Garrett DS

[deerwalk]

Garrett DS,

Can you please provide me with instructions as to how to reset these devices:

Nest Thermostat

Nest Temp Sensors

Nest Indoor Camera

Next Outdoor Camera

I will certainly do this as soon as you can provide that information and thanks for your time.

[GarrettDS]

Hey there, 

Here are the links for articles on how to reset those devices. 
How to Factory Reset Nest Thermostat

How to Factory Reset Nest Cameras and Doorbell

Troubleshooting the Nest Temp Sensors

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

[deerwalk]

Garrett DS,

Thanks for sending this information. 

1. After resetting the thermostats, I have found I cannot connect a second one to my new account.  As I go through the add a product feature, my app never finds the unit.  I've tried multiple times without any success.  I then removed the first thermostat and was successful in adding the one I was having trouble with, but was not able to add back the one I had just taken out.  Said differently, once a thermostat has been added, I can't add a second one.  I tried with multiple phones to rule out the app on the phone.

How do I successfully add the second thermostat to my app?

2. I will wait to work on the cameras as the temperature is in the low teens, but when I do I will provide an update.

3. The link you provided on the temp sensors didn't appear to have relevant information pertaining to removing it from another account.  The ask for a reset was the same for the cameras, as I need to 'unregister' them from my old account.

How do I remove these temp sensors from my old account in order to add them to my new account?

Thanks.

[GarrettDS]

Hey there, 

Apologies, to reset the Nest Sensors completely, try removing the batteries for 48 hours and it should reset the device to allow you to set up like new. 

To fix the first issue, I would suggest deleting the household that you have and creating a new household so that you can add products to it if you're currently having issues.

I look forward to hearing from you. 

Best regards, 

Garrett DS

[GarrettDS]

Hey there,
Just wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Best regards,
Garrett DS

[deerwalk]

Howdy,

I've added a new 'home' to my account.  I also removed the products from the other one so there wouldn't be any conflicts.  I successfully added the first thermostat.  I went to add the second thermostat, and the same results as before.  Not able to add a second thermostat to my 'home'.  I removed the first added, then went to add the other one, and was added without an issue.  Then went to add the second one and the same error.

Simply stated, my app doesn't seem to allow for 2 thermostats which had never been an issue before.  Has something changed?  Is there a compatibility issue that I am not aware of?

thanks in advance.

[deerwalk]

When trying to factory reset one of my cameras, I read:

Nest Cam or Dropcam

There is no factory reset button on Nest Cam Indoor, Nest Cam Outdoor, or Dropcam. To reset one of these cameras, simply remove it from your account.

1. Open the Home app or the Nest app.
2. Tap the camera that you want to reset.
   • Tip: To help restore your settings after resetting your camera, write down or take a screenshot of your camera settings.
3. Tap SettingsRemove deviceConfirm.
4. If you’re giving your camera to someone else, you’re done. If you want to reconnect your camera to the app, simply go through camera setup in the app again.

So how do I remove this from my old account?

Is there a way to wipe out my old account from a google support ticket?

[GarrettDS]

Hi there, 

Thanks so much for the information. 

By doing a factory reset, and then setting up the device again, it should be removing the device from the old account. 

Please let me know if you have any other questions or are having problems with this. 

Best regards, 

Garrett DS

[GarrettDS]

Hey there,
Just wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Best regards,
Garrett DS

[GarrettDS]

Hey there,
Just checking in to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

[GarrettDS]

Hey folks,
It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread.

Have a great day,
Garrett DS
 

[Gotris16]

Hey am having the same problem with my nest cam did you fix your problem ? if you did can u help me please