Nest account has my late husband as the owner.

[JY2]

I am not able to change the owner or email with Nest, our subscription has lapsed because it was paid with his credit card which is cancelled.  I cannot simply renew the credit card it seems as it doesn’t recognize me online as being the owner of this camera.  I tried doing a factory reset on my camera thinking I could create my own Nest account however the reset button doesn’t seem to work on the camera.  So, instead i downloaded Google Home thinking I could do it that way but it is still attached to his account.  Not sure what to do now.  I would like to renew the subscription but I don’t know how to,   I spent an hour waiting on the phone earlier today but when I got the call back it was someone with ADT in the US who provides troubleshooting help so couldn’t help at all.  She gave me a phone # for Telus in Canada but I don’t want to spend another hour on the phone with no success.  Advice please, I’m ready to throw the camera out and buy a different brand.

[EmptyNester]

Let me see if I can escalate this and get you some help sorting this out...

[EmersonB]

Hi everyone,

@JY2, thanks for reaching out here in the Community. To know more about this issue, I’d like to as some questions:

1. Who installed your Nest Camera?
2. Which Nest Camera do you have?
3. Do you have access to your husband's email address?
4. Are you a home member under his account? 
5. How did you reset it to the factory default?

In case you have access to your husband's account, you need to remove the Nest Camera from the Nest app or Google Home app, reset it to the factory default and add it to your own account.

Looking forward to your response.

I appreciate your response, EmptyNester.

Best,
Emerson

[JY2]

I tried to do a factory reset using a paper clip but it didn’t work.  Seems the reset button is stuck or broken, I tried several times and it didn’t reset.  Is there another way or is my camera junk?  
I also have a Nest thermostat on same account so even if my camera is junk, I need to resolve the issue so my thermostat doesn’t get messed up.

[EmersonB]

Hi JY2,

I appreciate your quick response. Do you have the 1st gen or 2nd gen of Nest Camera? We can provide additional steps if you could confirm the information we're asking above. Just a reminder, even if you reset it to the factory default, you won't be able to link it to your own account if you don't remove it from his account. That's part of the security of the Nest Cameras in case it got stolen.

Regards,

Emerson

[JY2]

I’m sure I answered your questions already but I don’t see my response so will do it again.  
1.  My husband

2.  First generation I believe, model A0033

3.  I do have access to my husbands email

4.  Yes, I am a member under his acct.

5.  I used a paper clip in the reset pinhole on the camera, however I tried several times, even held it there for 30 secs or longer, no response at all.  Didn’t feel like I was depressing a button or anything with the paper clip, just a hard surface.  

[EmersonB]

Hello JY2,

Thanks for your update. Sign in your husband's account to the Nest app and remove the Nest Hello.

To reset: 

      1. To remove your doorbell from its base, insert the release tool into the hole at the bottom of your Nest Doorbell. You can also use an unfolded paper clip or a thumbtack.

• Tip: Don't unscrew the wires attached to the back of your Nest Doorbell.

     2. Hold down two buttons on your Nest Doorbell for about 10 seconds:

• Hold down the reset pin on the back (insert the release tool or paperclip into the hole near the top).
• At the same time, hold down the big doorbell button on the front.

     3. Your Nest Doorbell will chime and its light ring will start spinning blue, then flash yellow, and then all the lights will turn off. Release the two buttons.

     4. The factory reset is complete when your Nest Doorbell chimes and the light ring starts slowly pulsing blue.

     5. After the factory reset, your Nest Doorbell will appear as "Offline" in the app until you remove it.

     6. To remove it from the app: open the app, then tap Settings  Remove device  Confirm.

     7. If you're giving your Nest Doorbell to someone else, you're done. If you want to reconnect your Nest Doorbell to the app, simply go through camera setup in the app again.

Looking forward to your response.

Best,

Emerson

[JY2]

I do not have a Nest Doorbell, my problem is with the Neat Security Camera.

[EmersonB]

Hey JY2,

I apologise for the confusion. There is no factory reset button on Nest Cam Indoor, Nest Cam Outdoor, or Dropcam. To reset one of these cameras, simply remove it from your account.

1. Open your Nest app.
2. Tap your Nest Camera that you want to reset.

• Tip: To help restore your settings after resetting your Nest Camera, write down or take a screenshot of your camera settings.

        3. Tap Settings> Remove device> Confirm.

Let us know how it goes.

Regards,

Emerson

[JY2]

Hi, I was rather stressed about this and the time it takes to go back and forth on this forum so I found a friend who also has Nest cameras and is much more technically knowledgeable than I and we were able to get it all set up correctly.  Thanks anyway.  Just as an aside to management, when I replace my camera I will search for a company that actually provides assistance on the phone (assuming there is one).  I found this online chat process extremely time consuming and very frustrating.

[EmersonB]

Hi JY2,

I appreciate you getting back to us and for sharing here the steps you've done. We're glad to know that it's resolved now. In case you need assistance through a phone call, you may reach our support team through our Contact Phone Support webpage. 

Thanks,

Emerson