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Reopen Thread: Brand new Nest Hello doorbell says camera is already connected to another account

dbcook
Community Member

Hello,

I would like to reopen my previous thread.  I thought I had replied to Brad, but apparently did not correctly do so.  Original thread is below in italics:

Hello,

I'm having trouble linking my brand new Nest Hello (straight from the Home Depot yesterday) to my Nest app.  I receive an error that the camera is already connected to another account.  I tried a factory reset, installing and setting up through Google Home App (redirects me to set up through my Nest NFT app), and searching the forums but had no luck.

Some background though...

I am Nest NFT app tester using version 1.191.0.410.

When I received the error, I attempted to migrate my Nest Account to a Google Nest account, however, I can't sign in on the web because it says I my Nest account information is  incorrect. 

I think there is just some mix up in accounts, but need help to resolve.

As an update, I contacted the Nest Chat Support service.  They were able to verify that the Nest hello was not connected to another account.  However, they were not able to resolve my issue and referred me to the Centercode system.  Therefore, I opened an issue there, but have received no response / support.  Link to issue:

https://issuetracker.google.com/issues/201724092

Since all of this issue, a new version of the NFT app has been released (1.193.0.413) but I still have the same issue.  Can someone please put me in touch with a representative who could help resolve this?  I'd really like to be able to use my new device.

Thanks

3 REPLIES 3

GarrettDS
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Which camera did you purchase? If it was any of our brand new cameras released this year, it is only able to be installed in the Google Home App, as they are not available in the Nest app. Not sure if that is the root of the issue here, but that is a very important difference. I definitely would suggest that you get in touch with support and see if the device can be replaced via warranty. 

 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

 

Best Regards,

Brad.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.