Can’t connect doorbell to Nest. Bought a home, the previous owner didn’t remove their account.

[Nestaway1]

I’ve tried unsuccessfully to get Google to remove the previous owners account so I can use what is now MY Nest Hello and they refuse.  I’ve read they did it back in 2022, but here we are in 2026 and I’m being told I have to buy a new one.  What really is absurd is I spoke with about 4 different people over the weeks trying different and the same things over and over to be finally told Google will not remove a previous account.  Why put me through all these paces if it was never going to work.  One guy even told me to restart my phone…..he claimed he would still be there when it came back up……DUH!  So disappointed and frustrated with Google.  The Google thermostat allowed me to factory reset as did the assistant but not the camera.  So much for Google and security eh?  Just wanted folks to know this problem has NOT been fixed.

[MplsCustomer]

@Nestaway1 

You SHOULD be able to factory reset your 1st gen Google Nest Hello Doorbell. (We have three.) See the factory reset instructions in the Help topic below. Basically, you need to press the factory reset pin and the big doorbell button at the same time while keeping the doorbell connected to your doorbell wires.

You SHOULD then be able to reinstall the doorbell in your Google Nest app on your account.

https://support.google.com/googlenest/answer/9252162

[Nestaway1]

It will not reset and Nest/Google help agents told me I needed to buy a new one because they can't remove it from the previous account.  I will not buy anything from Google based off this absurd response.  I own the device since I bought the house but evidently Google doesn't care.  Thanks for your reply, I just wish it would work.

[MplsCustomer]

@Nestaway1 

I've always found it difficult to factory reset Google Nest's devices, requiring several tries, especially when it requires pressing the large doorbell button while simultaneously depressing the reset pin with a paperclip for at least 10 seconds. If it works, the LED status light should start slowly pulsing blue.