My Nest Doorbell (wired) is connected to another account

[dhirschkop]

My Nest doorbell used to be connected fine but a few months ago someone tried to help and connect it to our Google Home device and now it is neither connected to Google Home nor connected to the Nest App.   I know how it was connected before or what the login information was.  I tried to do a Factory Reset and then disconnect it from power, but still get the error message that is the title of my post.  How can I tell it to forget any previous connection and add it as a new device?  Thank you

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[dhirschkop]

Brad, Thanks for responding.  I had restarted it.  That didn't help, so I did a Factory reset.  That didn't help. So I disconnected it from power and took the google home device away (thinking that might be the problem).  Not working.  Other ideas?  It worked okay until someone tried to get it to ring on the Google Home device.  Now it is somehow connected to an old or different account that I can't remember nor access.  What if I give it a time out and make it sit in the corner?

[Brad]

@dhirschkop 

Are you logging back in with the correct account? Do you still have the original packaging or the serial number? Please let me know.

Best regards,

Brad

[dhirschkop]

I am not logging in at all.  I never get that far when I try to set it up or restart or whatever.  It says that I already have an account.  Would it be the 19AA02AE01200114 or the EAXG0E?  

[Brad]

@dhirschkop 

Do you have the Nest Doorbell (wired) formerly known as Nest Hello? Or do you have the new Nest Doorbell 2nd Gen (wired) doorbell? Also, which app are you using? I look forward to your response.

Best regards,

Brad

[dhirschkop]

I am not sure which wired doorbell it is but it is probably about 3 years old and I use the Nest app.  I could send a picture of it, if I had an address.

[Brad]

@dhirschkop 

It's most likely the original Nest Doorbell (wired) formerly known as Nest Hello. which is traditionally managed in the Nest App. Please verify that you are for sure, logged into the correct account. Log out, and log back in with the Gmail account associated with your devices.

Best regards,

Brad

[dhirschkop]

Thanks, but this took so long and is such a pain that I went ahead and bought a Simplisafe doorbell to match our alarm system.  Generally I like Google and the devices work fairly well, but the inability to call someone and get help or quick chat with a problem really is a huge downside.  I appreciate your weighing in.

[Brad]

Hi there,

We'll go ahead and mark this thread as complete if you have already replaced the device. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad