Hey there,
Are you sure that you have installed the new Nest Hello within the correct google account? Make sure that you are using the same Google account as your other Nest/Google devices. If you have the Doorbell, you can Factory Reset it.
- 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.
