My camera says connected to another account but it was brad new directly from Nest and it has only

[Kaye]

My Nest Camera says connected to another account but it was mine and only mine brand new from Nest. It is first generation with a QR code. It was disconnected and now it says it belongs to another account. Perhaps a password or something was changed but I have tried to resolve the problem with no success. Please help

[David_K]

When and where did you buy the camera from? Have you ever setup the camera or is it brand new out of the box?

[Kaye]

Hi, I used it successfully. Purchased it from Nest. Then unplugged it and it gave me this message when I tried to reconnect i.

[MplsCustomer]

@Kaye 

Did you by any chance change your Wi-Fi network without going through the steps recommended by Google Nest?

When you say the camera "was disconnected", exactly what happened? If you merely unplugged your camera and then plugged it in again, without doing anything else, the camera should simply come back online without reinstalling it.

[Kaye]

I may have changed the name on it but not the carrier

[MplsCustomer]

@Kaye 

When you say you "may have changed the name on it", do you mean you you changed your network name (SSID)?

Google Nest does not make it easy to change Wi-Fi settings. For example, if you get a new router/modem, Google Nest's first recommendation is to set the network name (SSID) and password to the same values used on your old router/modem.

If you cannot do that, then Google Nest's process is to remove your camera from the Google Nest app while still on the old Wi-Fi network, then do a factory reset in the camera, and then re-install it while on the new Wi-Fi network.

So, if you were changing your network name (SSID), you would first remove your camera from the Google Nest app while still using the old network name, then do a factory reset in the camera, and then re-install it while using the new network name.

If you don't do the first step, then you get errors like "connected to another account". Google Nest does not check WHICH account it's attached to.

You may need to contact Support (https://support.google.com/googlenest/gethelp) to get past this predicament.

[EmersonB]

Hi everyone,

@Kaye thanks for reaching out here in the community. How's it going with your account to your Nest Cameras? Were you able to perform the steps shared above? We'd be glad to hear from you — We'd like to make sure everything is working.

Looking forward to your response.

I appreciate the help, davidking and MplsCustomer.
 
Regards,
Emerson

[EmersonB]

Hello Kaye,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.
   
Best,
Emerson

[EmersonB]

Hello Kaye,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Emerson

[Kaye]

Thank you for replying