Inherited Google Doorbell does not release from the wall

[Katana314]

I have a Doorbell/camera that sits on the outside of my home, against shingles with a slightly loose connection. I've identified it as best I can, but might be wrong; it has a black front panel, white bevel, and a google G logo on it. I don't know its exact age, but it's likely beyond warranty. I've looked up guides on how this variety is meant to release from its panel using a paperclip or the thin tool that comes with the device. In those guides, simply inserting into the hole instantly pulls it away. When I have attempted this on mine, even when wiggling the pin or applying force, nothing happens.

If I want to use it, I'll need to scan the QR code on the back and/or factory reset it. Even if I want to replace it, I'll need to safely remove it from the wall to access the bell wires. What can I do if the release switch isn't working?

[MplsCustomer]

@Katana314 

It seems you have the Google Nest Hello Doorbell (aka "Nest Doorbell [wired]"), and you are doing the right thing, but you do need to pull the bottom of the doorbell away from its mount while you try to depress the release button. It's been years since I've removed any of our Nest Hellos, so I can't tell you what that release button or latch looks like, but it's probably a little stuck or jammed after being mounted for years, so you'll just have to work at it until you can get it free.

[Katana314]

Unfortunately, that hasn't helped. When I insert the tool into the pinhole, I don't feel any contact with any kind of mechanism - just a hard plastic wall, even when feeling around. Even when pulling with a virtually excessive amount of force on the doorbell, it does not come free.

Presuming that this doorbell does, in fact, have some kind of a broken release mechanism, what are the possibilities for next steps? Can I even use this spot for another doorbell anymore?

[Lance_L · Accepted solution]

Hi Katana314,

Thanks for reaching out to the Community and sharing all the details about the issue. I’d be happy to help you with the Nest doorbell.

If the doorbell release mechanism is malfunctioning, I suggest contacting a Nest Pro for assistance in removing the device. For those located in the United States, you can reach out to our installation partner, OnTech. For individuals in other countries, you can schedule an appointment with a Nest Pro through our website. Additionally, there's a helpful guide available on the Google Nest support page that provides more information about professional installation services.

Let me know if you have any questions.

I appreciate your help, MplsCustomer.

Best,

Lance