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Cameras associated with another account

Randy_NC
Community Member

I have 3 indoor wired Nest cameras that worked very well for over a year. When prompted I merged my Nest and Google accounts. By accident I deleted the 3 cameras. When I tried to add them back, I get the error that they are associated with another account. Please help

 

 

 

 

21 REPLIES 21

Randy_NC
Community Member

I have performed a factory reset on all of the cameras, that did not work.

Randy_NC
Community Member

@Brad you closed my other post even after I replied I still needed help, so I couldn't reply on that post.

Brad
Community Specialist
Community Specialist

Hey there, @Randy_NC 

 

Thank you for your patience while waiting for a reply! I just wanted to apologize that we closed your thread sooner than you would have liked. 

We as Community Specialists are primarily here to moderate these Community Forums. Part of that role requires us to close and lock threads if there is limited, to no activity. It is not required for the issue to be resolved for the thread to be closed. I understand that this process may be frustrating, but there are very little Community Specialists in these forums, so we have to be proactive in our moderator duties. 

 

Please let me know if you have further questions.

Best Regards,

Brad. 

Randy_NC
Community Member

But I responded that I still needed help. Anyway, Abby other suggestions to get my cameras back up?

Randy_NC
Community Member

@Brad I hope I didn't upset you. It's just very frustrating to not be able to use my cameras and wait months to get a response to my post and it get closed.

Brad
Community Specialist
Community Specialist

@Randy_NC

 

Not at all! I simply was not online at the time you responded. When you state that the cameras that you deleted are saying they are part of another home, did you delete the previous Home? Or is it the same Home that you have had since you have had your cameras? You can Factory Reset all of your cameras that are not connecting and try again to add them to your home.I wanted to remind you of some Important things to know before you factory reset. After you factory reset your camera or doorbell:

  • Your camera will forget your Wi-Fi network name and password.
  • Your camera will be "Offline" in the app. You won't be able to use it until you remove it from the app and reconnect it.
  • Any custom camera settings will revert to default settings.
  • If you want to save any video footage, before you factory reset, create video clips or timelapses and download the files to your phone or computer.
  • If you have a Nest Aware subscription and you plan to continue using your camera or doorbell with the same account, do not cancel your subscription.
  • If you plan to get rid of your camera or add it to a new account, before you factory reset, cancel your Nest Aware subscription. After you cancel, your camera's entire video history, Activity Zones, and snapshots will be erased as soon as you remove your camera from the app. Once your video history and snapshots are deleted, they're gone forever. They cannot be recovered. We do not keep backups.

Important: Because a factory reset permanently erases the items listed above, we don’t recommend doing it as a troubleshooting step until you’ve tried restarting your camera and other troubleshooting options.

 

Best regards,

Brad.

Randy_NC
Community Member

Hey @Brad ,

Yes, all 3 cameras have always been in the same "home".  I didn't delete the "home" either. The problem is based on all of my research is..... The cameras were originally installed with the Nest app before  the Google acquisition. I did the account merge as Google recommended. I deleted my cams in the Google home app.....for no good reason. When I went to add them again via the QR code in the Google home app, I receive the error that they are already associated with another account. 

I can do the factory resets on them again, but I can't until Monday as I am in Australia this week. 

Can you send me factory reset instructions again please?

Best regards,

Randy

Randy_NC
Community Member

@Brad  I did a factory reset on all 3 cameras, I still get the error " Nest Cam indoor is connected to another account". Thus is when I use the Nest app and scan the QR codes. When I use Google Home and scan the QR code it just produces and error.  😞

Brad
Community Specialist
Community Specialist

@Randy_NC

 

You must not be using the correct login information then. They are still connected to the original account they were added too. You will have to use that account first. If you used the Nest App originally, then use the Nest App or vice versa. 

 

Best regards,

Brad.

Randy_NC
Community Member

@Brad 

I am using the correct Nest and Google accounts. I did the recommended Nest to Google migration as instructed. I can log into my Nest account but nothing is there anymore. Everything is ok my Google Home account. Thanks, Randy

I mean everything is in my Google Home account except the 3 cameras.

Brad
Community Specialist
Community Specialist

@Randy_NC

 

Were the three cams purchased by you? Or were they used? I suppose they should still be showing in the Google Home app if you went through the entire migration from Nest to Google Home. I am surprised that a Factory Reset hasn't fixed it on those cams.

 

Best regards,

Brad.

Randy_NC
Community Member

Yes, these 3 cameras were purchased by me and were brave new. To be clear, they worked for over a year. Then Google home had me merge my Nest account with my Google home account. I accidentally deleted the cameras from my Google home account. When I try to add them back into my Google home account it gives me the error that they are associated with another account (my old Nest account) which no longer exists because it was converted to Google home account. I researched this on the internet and a lot of people have the same issue and warn users not to merge the Nest account. Too bad I didn't see that warning. 

SteveT1
Community Specialist
Community Specialist

Hi folks,

 

Appreciate the help @Brad. We're still here if you need more help with your Nest cameras.

 

Regards,

Steve

Randy_NC
Community Member

@Steve yes, I still need help. Thanks in advance. 

Brad
Community Specialist
Community Specialist

@Randy_NC

 

I would suggest that you reach out to Support and try to get this issue escalated to tech support. I cannot do that for you, but that is my suggestion. I can't really assist you with this issue as a whole in these forums.

 

Best regards,

Brad.

Randy_NC
Community Member

@Brad thanks for all of your responses. My apologies again for my frustration in the beginning. I am not sure how to get Nest support or direct Google Home support for that matter. When I search this forum is all I could find. I'm thinking to just trash the $450 in cameras. By now I've spent week over $450 in time and frustration. 

Thanks again. 

Brad
Community Specialist
Community Specialist

@Randy_NC

 

I understand the frustration when an expensive device is not functioning as it should. However, in this situation there really is nothing that can be done if they are connected to a different account and have not been unlinked. You can only do so if you have access to whichever home they are connected too. This is how it is meant to function as to keep your devices, and privacy safe. In your situation, I am honestly not sure if there is any such option to fix this for you. 

 

I would suggest that you try to reach out to Support and see if you can get some assistance there. I do not have a phone number, but if you fill out this form, it will create a case and support will reach out to you on the matter. Please let me know if you need further assistance.

 

Best regards,

Brad.

Brad
Community Specialist
Community Specialist

Hey there,

 

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

 

  • Open the Google Home app

Google Home app

  • At the top right, tap your account.
  • Tap Feedback 

and then

  • tap the type of device you'd like to submit feedback for.
  • To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  • In the feedback summary, write a brief description of your issue.
  • Be sure to check the box for Screenshot and System logs.
  • To submit feedback, at the top right corner, tap Send 

 

If you need anything else, please let me know.

Best regards,

Brad.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.

Psun
Community Member

Same problem. No solution yet. Bought the cam myself. I deleted the cam as i was trying to change the wifi connection (there was no way of changing cam wifi in the google home app). Later I wanted to set up the device as new, same error prompt was up “device need to be removed from previous account”, which obviously had been done. This is a ridiculous problem google nest cam has. Nest cam was a much better product before Google acquired the brand tbh.