Camera disappear from apps after upgrading phone

[Newguy0307]

I recently upgrade my phone and now all my camera disappear from my nest apps. I tried to add the camera back but it said that the camera is link to another account. I only have 1 account. My old phone is gone because it was a trade in. What should I do? These camera don’t have a reset button. 

Thank You

[MplsCustomer]

@Newguy0307 

When you get a new phone, all you should have to do is to log into the Google Nest app on your new phone using the exact same username and password you were using to log into the Google Nest app on your old phone, and accessing the same Google Nest "home/structure" you previously created. That's all we've done when upgrading phones.

You cannot reinstall your cameras because they are already installed.

[Newguy0307]

Thank you for your response. 

but when I log on after getting the new phone.  The home structure is there but all the devices disappear. Now I want to know how to get them back. 

thank you

[MplsCustomer]

@Newguy0307 

I'm just another Google Nest customer.  I can't explain what you're seeing, unless you also changed your Wi-Fi network.

[AndersC]

Hi @Newguy0307,

Thank you for posting in the community. I'm sorry to hear that all your cameras disappeared after upgrading your phone. I'm happy to assist you.

To better understand this inconvenience, please provide the following information:

• Have you confirmed that you are logged into the same account where you previously had the devices in the app?
• Have you tried accessing the account with the devices on a different mobile device?
• Did you recently migrate your cameras from the Nest app to the Google Home app?
• Were you the owner of the account or a family member?

@MplsCustomer, thank you for your assistance; that's a great resource for everyone!

Please keep me updated. I look forward to your response.

Regards,

Anders

[Newguy0307]

Thank you for your response. 

1. We only have 2 accounts that was ever used. One is a nest account and the other is a Google transfers account. We try the Google transfer account and all the camera is missing. We try the nest account but it said the password is wrong. We try to reset the password but never got the email to change password. 
2. We got the same problem on my wife phone. 
3. We should have migrate over to the Google account around a year ago. 
4. Owner of the account is my wife. 

[AndersC]

Hi @Newguy0307,

Thank you for confirming all this information.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.
To help us assist you better, please include the link to your Community thread and your Community username.
Don't hesitate to reach out if you need help or have more questions in the future.

Regards,

Anders

[Ernestrkovach]

Upgrade my wireless phone