Nest Hello doorbell won’t detach from mount

[bdowns69]

I am having a tremendous difficulty removing my Nest Hello Doorbell Camera from its mount.  I have the little pin tool and can insert it into the release hole. I can feel the click, but when I try to pull the doorbell off the base, it does not budge!  I can hear the doorbell click back into place when I push back on the doorbell.  Any suggestions on how to pull it off without damaging the unit?  I need to return it for an Advanced Replacement 

[JillG]

Hi @bdowns69 

You need to press it upward after you insert the release tool. I just did this with mine this weekend.

1. Insert the tool into the hole on the bottom of your doorbell.
2. Press upward until your doorbell snaps off the base.
3. Grip the bottom of your doorbell and pull it away from the wall and off the base

[bdowns69]

Thanks JillG. I thought I had tried pulling every direction , but will try again and focus on your suggestions

[bdowns69]

So I tried pushing straight up and still, the doorbell will not budge.  I am tempted to take pliers, a screw driver, even a hammer and try prying/tapping it upwards to jar it loose, as I am out of options/ideas.  

[EmersonB]

Hello everyone,

@bdowns69 thanks for reaching out here in the Community. I understand your struggles about your concern and because of this, I would suggest you play this video on how to pull it off from its base using the release pin. You may skip it and go directly to 6 minutes and 27 seconds play time. Let us know how it goes.

I appreciate the help, JillG.
 
Regards,
Emerson

[bdowns69]

Thank you.  I was finally able to remove the doorbell.  The issue was that the installer used a lot of silicon caulking behind the doorbell, where the wires come out of the house.  I had to use a flat head screw driver to wedge behind the unit (at the bottom) and pry it off.  The angle mount broke, but the doorbell was not damaged.  Thank you all for the assistance!  

[EmersonB]

Hello bdowns69,

Thanks for getting back to us and for sharing with us what you've done to resolve this issue. We're glad that it's fixed now, so we’ll consider this one complete. Let us know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.
 
Best, 
Emerson