Nest doorbell unable to find in app for removal

[mundoponce]

Doorbell (wired) dropped off my app and when I try to add it back it says that i need to have it removed from another account. I am the other account because I am the original account. I did a factory reset and it gives me the same message. Unable to remove from my nest or google home because it dropped off on its own one day. Now I can add it back to either  apps.  How do you remove it if it is T on my apps anymore? 

[MplsCustomer]

@mundoponce 

Is it possible that you are logging onto the Google Home app with a different Google Account?

[mundoponce]

I only have one account with one email. 

[mundoponce]

The nest doorbell dropped off the app when I got a crash report and then I tried to add the google doorbell back to the account and now it says it is connected to another account. Since it dropped off my account when it crashed I can’t remove it from my own account. Therefore every time I try to remove my home account and add it back it still does not remove the doorbell from my account so I can add it back. It keeps sending me in back to the same answer that it can’t connect due to it being connected to another  account.  I am the other account but it doesn’t show up due to it crashing and dropping off my account. So I am in this infinite circle of an u resolved issue that google can’t resolve.  This is ridiculous.  Google doorbell officially sucks at this point. 

[MplsCustomer]

@mundoponce 

I can't explain how your doorbell got "removed" from the Google Home app (assuming you have a 2nd Gen Google Nest Doorbell as indicated in your post), but whenever you try to add or install a camera or doorbell that is still attached to an account, Google Nest's install procedure is not smart enough to know that the account to which the device is still attached is YOUR account.

Have you tried doing a factory reset of your doorbell by pressing the reset button for at least 12 seconds as described on the Google Nest Help page below? (Check the "Factory Reset" section, not the "Restart") section. Unless something else is also going on you may then be able to reinstall.

https://support.google.com/googlenest/answer/9252162?hl=en&sjid=9818921595006778030-NA#zippy=%2Cnest...

[mundoponce]

I have tried the factory reset 3 times. No luck and I keep getting the same dead end response. 

[Jeff]

Hi mundoponce,

I just wanted to jump in real fast to see if you saw MplsCustomer's latest reply and to see if you still needed some help on this or if you were able to get it sorted out with the factory reset suggestion. If you are still needing some help, just let us know and we'll be happy to continue helping.

Thanks,
Jeff

[mundoponce]

I saw the latest comment and I have tried the factory reset 3 times and I keep getting the same dead end results and response that it is under another account. I am the other one and only account I have ever used with this doorbell. It is a second generation hard wired to the plug in adapter.  

[mundoponce]

I removed my home from google home and nest and the camera does not appear on my account.  Waited 24 hours to try to add the doorbell camera and no luck. The same response. 

[MplsCustomer]

@mundoponce 

If you keep getting a message saying you need to remove your doorbell from another account, that seems like the factory reset was not successful. When you pressed the reset button, at 12 seconds did you get a "steady, solid yellow while the doorbell starts the factory reset" and did you "hear a confirmation tone"?

If so, perhaps your doorbell is incapable of resetting and you should consider contacting Support:

https://support.google.com/googlenest/gethelp

[mundoponce]

what else can I do if the camera will not take a factory reset?

[MplsCustomer]

@mundoponce 

Contact Support. If your doorbell just spontaneously disappeared from your Google Home app and if you cannot reset it, you might have a defective doorbell.  Either that, or something quite odd  is going on that Support might be able to address.

And your post indicates you have the 2nd Gen Google Nest Doorbell, so perhaps you're still within the 1-year warranty.

P.S. Are you certain the reset button is getting depressed?  Sometimes that is tricky, since you're pushing with a paperclip.

[mundoponce]

I think I am past the 1 year warranty. 

[janthadeus]

Hey mundoponce,
 

We'd like to further check on this — could you fill out this form and let us know once you’re done?
 

I appreciate the help here, MplsCustomer and Jeff.
 

Thanks,

JT

[EmersonB]

Hi mundoponce,

I wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.
 
Regards,
Emerson

[EmersonB]

Hello mundoponce,

We haven't received your form — were you able to fill it out?
 
Best,
Emerson

[EmersonB]

Hey mundoponce,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, feel free to create a new thread as I will be locking this thread after 24 hours.

Regards,
Emerson

[mundoponce]

I still need help unless you were able to remove the doorbell from my account even though it doesn’t show up on my nest app. 

[Juni]

Hi there,

It seems like our support team already contacted you via email. Please continue the conversation there as they would have more tools than we would on the forum to look into this. 

If you have other issues, feel free to start a new thread and we'll be happy to help.

Cheers,

Juni