09-19-2022 12:20 PM
I changed my router and read I needed to remove my device from google home app, which I did. But now when I try to reconnect my camera by adding the device I get the “device is connected to another acct”. How do I remove a device from an acct when I thought it did that on the home app. I don’t see any device on neat app either.
09-19-2022 02:24 PM
Same here I hope we can someone that can point to the solution.
09-27-2022 09:11 AM
Hello everyone,
Thank you for posting.
A few questions: what’s the status light on the camera? How far is the device from the router? Have you tried to reset the actual device to the factory default? You may access this link for your reference.
Keep me posted.
Best,
Emerson
09-30-2022 10:24 AM
Hey there,
I wanted to check in and see if you managed to see Emerson's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.
Best regards,
Jake
09-30-2022 10:53 AM
The dilemma here is caused by Google Nest's design. In order to change Wi-Fi settings on the newer cameras and doorbells (and thermostats), it seems we have to remove the device from our Google account in the Google Home app while still on the Wi-Fi network we are going to get rid of, and THEN do a factory reset (either triggered automatically by the removal, or manually). See this Google Nest Help topic, for example: https://support.google.com/googlenest/answer/9223711?hl=en#zippy=
There are many postings in this forum by customers caught by variations of this, either because they moved, or updated their Wi-Fi router/mode, or the previous owner died or moved BEFORE the device was removed.
Some customers report that Google Nest Support was able to help them out of this predicament, while others say that Support could do nothing at all for them.
Did you do your removal of your camera while on your OLD router? And did you do a factory reset (or was it triggered automatically)? If you DID, then you SHOULD be able to add it back and should NOT be getting the "device is connected to another account" error.
If you did NOT, then you can't resolve it.
Either way, I think you probably need Google Nest Support's help (https://support.google.com/googlenest/gethelp) to override Google Nest's design.
10-06-2022 11:30 AM
Hey all,
I wanted to check in and see if you are still in need of any help with your device. Please let me know, as I would be happy to assist, and answer any questions you may have.
Thanks so much MplsCustomer for the reply.
Best regards,
Jake
10-07-2022 09:43 AM
Hey all,
I wanted to check in, and let you know that I will be locking the thread in 24 hours.
Best regards,
Jake