Camera connected to wrong account

[Malcharris57]

Cameras connected to wrong account can’t change the account won’t recognise password

[listairee]

Hello @Malcharris57,

Thanks for reaching out. You can factory reset your Nest camera and reconnect it to the right account if you no longer have access to your previous account. Here's the step-by-step guide.

Hope that helps! 🙂

[Malcharris57]

Unfortunately we can’t get into either account to remove the camera

[EmersonB]

Hello everyone,

@Malcharris57, thanks for posting here in the Community. To confirm, have you migrated your account? What app are you using to control your Nest Camera? Keep us posted.

I appreciate the help, listairee.

Regards,
Emerson

[Malcharris57]

We were using nest and while we were away the cameras stopped working and the message was saying sign in with Google so I did and now we can’t sign in to either accounts 

[EmersonB]

Hi Malcharris57,

Thanks for getting back to us. In case you haven't migrated your account, using the Nest app, select the sign in with Nest instead of sign in with Google and check if your mobile phone would remember your username and password. If it's migrated, then you need to select the sign in with Google. 

Best,
Emerson

[aatienza]

Hey folks,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

I appreciate the help, Emerson.

Thanks,
Archie

[janthadeus]

Hello there,
 

I just wanted to jump in here to make sure that you saw our response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks for the help here, everyone!

Best,

JT

[Malcharris57]

Cameras have been switched off for a few days , still showing connected to wrong account can’t get into either of the accounts with the passwords so can’t delete the cameras and do a  factory reset so not sure what to do now

[janthadeus]

Hey there,
 

Understood — thanks for trying. Before you can add your devices to your new account you need to follow the complete camera deactivation steps.  Aside from turning off your cameras for 48 hours, updating your Wi-Fi setting on your phone is also needed to complete the pairing setup.

Here’s how:

1. Unplug the camera(s).
2. Wait at least 48 hours.
3. Before beginning the pairing process, change the Wi-Fi network SSID. This will disconnect any devices that are currently connected to the Wi-Fi network.
4. Plug the cameras back into a power outlet and connect them to the account using the new Wi-Fi network SSID.
5. Once they're paired, change the Wi-Fi network SSID back to the original SSID.

Use the Nest app or Google Home app to update the camera's Wi-Fi settings to reflect the original SSID. You can also visit the article Change camera and doorbell Wi-Fi settings to get the steps on how to complete the pairing process. 

Keep us posted.

Best,

JT

[EmersonB]

Hello Malcharris57,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Camera? Were you able to perform the steps suggested above? Also, have you checked the link that JT has shared? We'd be glad to hear from you.

I appreciate the help, Archie and JT.
 
Regards,
Emerson

[Malcharris57]

Good Morning 

I haven’t tried changing the WiFi SSID yet as  I haven’t had the time so far and I’m not 100% sure what I am doing as my WiFi is though a hub and I can’t see theSsID code

Thanks for all your help,

Regards

Mslc

[janthadeus]

Hey there,

Got it — let us know if you have the chance to change your Wi-Fi setting. Keep us posted.

Thanks,

JT

[Malcharris57]

Hi JY

I haven’t changed WiFi settings yet, if I can do it I’ll let you know 

Thanks 

Malc

[EmersonB]

Hi Malcharris57,

I'll keep this thread open but please be advised that as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

Best,

Emerson

[janthadeus]

Hey there,

Checking back in — did you get a chance to update your Wi-Fi settings? If so, how did it go? Let us know if you need anything else.

Thanks,

JT

[Malcharris57]

Hi JT unfortunately not I haven’t tried yet and with all the problems  I’ve had with my Wi-Fi in the past I don’t have the confidence to try, thanks for trying to help 

Kind Regards 

Malc

[EmersonB]

Hello Malcharris57,

We appreciate you getting back to us and we understand your concern. In case you decide to try the steps, let us know how it went. Feel free to post here if you have other questions in mind.

Regards,

Emerson

[EmersonB]

Hi Malcharris57,

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

Best,
Emerson

[janthadeus]

Hey there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help. 
 

Best regards,

JT