Nest Doorbell disappeared from my iPhone Nest App

[Monique13]

This is for a Nest Doorbell (wired).  One day the doorbell product just vanished from my Nest App on my phone.  I've deleted the App, and reinstalled it.  I've tried to restart the doorbell and it still doesn't appear in the app.  I've tried to add the product back into the app, but get to a message that the product is already owned by another user - ME!

How in the heck do I get the doorbell back into my Nest app on my iPhone??

[MplsCustomer]

@Monique13 

It would be really peculiar behavior for your Google Nest Hello Doorbell to simply disappear from the Google Nest app. Here are a couple of possibilities:

1) Are you absolutely sure you are logging into the Google Nest app with the same email account and password you were using when you first set up your Google Nest Hello Doorbell?

2) Do you by any chance have more than one "home" or "structure" set up in the Google Nest app and is the doorbell in the "home" you are logged into? (If you have only one "home", then if you click on the menu icon in the upper left corner, you should see only one "home" on the screen.)

If you have a Nest Aware subscription, then if you go to this link and select your subscription, does the name of your "home" show on the next screen?

[Monique13]

I agree that it is odd that the doorbell disappeared from the App suddenly.  We didn't change any of our Wifi settings, phones, devices, etc.  Here's the answer to your questions:

1. Yes, I'm absolutely sure that I am logged in with the same email account.  I even deleted the App and reinstalled it on my phone to see if that would work.  Nope.

2. I only have one "Home" in my App.

3.  I do not have a Nest Aware subscription.

I don't understand why if I'm logged into my own Nest App account and try to "add Product" that it doesn't recognize my own login.  It sends me through the entire set up process to just give me the message that this product is already registered to someone else.  I've had this Nest doorbell for three years.  I'm logged into the account that I've also used.  It doesn't make sense.  Ready to move to Ring.

[MplsCustomer · Accepted solution]

@Monique13 

I'm just a Google Nest customer for over 3 years, with doorbells, cameras, and Nest Hubs.

You could try contacting Google Nest Support to see if they are able and willing to help you, starting with this link: https://support.google.com/googlenest/gethelp?hl=en. You can choose contact options.

The impression I get from posts in this forum is that, when Google Nest checks to see whether a camera or doorbell is registered to an account, it does NOT check whether that account is YOUR account.

In addition, it seems that, if the previous owner doesn't remove a Google Nest device from their account, YOU cannot add it--and Google Nest cannot help you add it--even if it's YOUR account that it belongs to. I don't know if that's true, but if it is, it leaves your doorbell unusable.

Good luck with Support. Maybe another customer will offer an alternative.

[Brad]

Hi there, 

I apologize for my late response, and thank you for all of your patience while waiting for a reply. I'm terribly sorry to hear that you're having these troubles. I understand how upsetting this could be, but I'm happy to assist you with this obstacle. I see that @MplsCustomer has suggested you reach out to Support, which is a great suggestion! What did Support have to say about this concern?

Best Regards, 
Brad

[Henriettaroth46]

I still am not seeing a solution 

[janthadeus]

Hi Henriettaroth46,

How's it going with your Nest Hello doorbell (wired)? Still need our help?

Regards,

JT

[janthadeus]

Hi folks,

Thanks for your help here, MplsCustomer and Brad.

We appreciate your efforts here. Let's get this sorted. Is your Nest account migrated or not migrated (legacy)? When did the issue start? Do you have an Android or iPhone? Also, do you have access to your doorbell on a computer? 

Looking forward to your response.

Thanks,

JT

[janthadeus]

Hi there,

I just wanted to jump in here to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours. 
 

Best,

JT