How to remove Nest Doorbell Wired when I can't access the keyhole on the bottom

[tsukushi]

I just moved into a new home with some Nest products installed. I am trying to connect them to my account but found out I need to remove them first in order to add them.

The nest doorbell has been installed very close to the stone on the outside wall and I cannot get the pin in there to release it and see the QR code. Is there another option?

[MplsCustomer]

@tsukushi

Can you try a paperclip instead?

[tsukushi]

Unfortunately, there is about 3mm between the rock and the bottom of the doorbell. I can't even bend the pin to get it in.

[MplsCustomer]

@tsukushi

It's too bad the previous owner didn't save their printed copy of the QR code and Setup Code and pass them on to you.

By the way, has the previous owner removed the devices from their Google Nest app and/or Google Home app?

[tsukushi]

I believe they have as I was able to add the thermostat. The remaining devices I will have to remove from the ceiling and walls to try and add.

[Brad]

Hi there,

Just checking on the conversation to see how it's going. Thank you, MplsCustomer for your help here.

Best regards,

Brad

[tsukushi]

Hi,

There is no real solution that helps at the moment.

Could you help?

[Brad]

@tsukushi

I am afraid that if you do not have access to the QR code, or if the original owner did not remove it properly from their account, there is nothing that we can offer to assist you to add them to your account. If you have the previous owners' information, you could ask them more about the process they took to attempt to remove those devices. 

Best regards,

Brad

[tsukushi]

Hi Brad,

If the previous owners have already removed the device from their account, what other options do I have?

[Brad]

@tsukushi

Can you take the device down? It may have a serial code or even the QR code on the bottom, or back of the device. If you have the serial code, you may be able to see if you can get some assistance with it with support. We do not have the option to assist with that here in the forum.

Best regards,

Brad

[tsukushi]

Hi Brad,

My biggest issue is I cannot take the device down because of the placement of the doorbell being so close to the stone beneath that I cannot access the pin hole to release it.

I was hoping for some resolution to this.

I do have the box it came in and I believe it has the serial number.

Is there someone I can contact in terms of assistance in this regard?

[Brad]

@tsukushi

I see, thank you for explaining further. It is possible that one of our Nest Pro's could come out and help you with this process if you aren't able to access the camera yourself.

Best regards,

Brad

[tsukushi]

Hi Brad, 
How may I get in contact with a Nest Pro and will they come onsite to assist or will it be remote? 

[Brad]

@tsukushi

If you follow this link, you can learn how to schedule a Nest Pro to help you out. You can determine if you need them to come to you when setting it up. 

Best regards,

Brad

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Brad.

Thanks,

Archie

[tsukushi]

Hi, 

I would definitely like to have a pro team team member to help me with my issue. 

[aatienza]

Hey tsukushi,

I'm sorry for the delay. You can use this link to make an appointment with the Nest Pro.

Thanks,

Archie

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

[tsukushi]

Hi there, 

I received help from a friend and he was able to wedge a knife between a bended paperclip and the stone so I could open up the doorbell. I no longer need help on this issue. 
Thank you very much for following up. 

[aatienza]

Hey tsukushi,

That's good to hear! Let us know if you have other questions as I'll be locking the thread after 24 hours.

Thanks,

Archie