iPhone can't connect to my nest cameras

[jdick]

I have three Nest Outdoor IQ wired cameras at two different homes.  I purchased them and set them up long before Google bought Nest.  I am the account owner and I have given access to my wife.  We both access the cameras from the Nest App and have done so for years.  My wife's app continues to work well and is fully functional with all three cameras at both homes.  We also have Nest doorbells at both homes that we access through Google home and both work well through the app.  Over the last month when I open my Nest app both of my homes appear but I can't access my cameras. It asks me to add devices and when I try to add them it tells me that they are already registered to another owner, me.  I have the option to request that they be disconnected from the other owner but it will take 60 days. (I would be disconnecting them from myself.) I have tried unplugging and replugging in the cameras. Deleting and redownloading the Nest App and giving myself access through my wife's phone. (cant do it because she is not the account owner.)  Please help, I can't be the only one who has this problem.

Thanks,

[MplsCustomer · Accepted solution]

@jdick 

You might want to contact Support so you can walk through what's going on with your account (see below).

Have you migrated your Nest Account to a Google Account (and are therefore logging onto the Google Nest app with the "Sign in with Google" option using your Google Account)?  (We migrated in 2020.)

Are you logging onto the Google Nest app with the same username and password you were previously using?  (Inadvertently using a different account would explain what you're seeing.)  Can you see your cameras and doorbells on the home.nest.com website?  On the home.google.com website? In the Google Home app?

You could also check out this Help topic on migration issues: https://support.google.com/googlenest/answer/9297676

To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[jdick]

I contacted support and was called immediately by a live support person.  She had me delete the nest app from my phone and reinstall it.  When I logged in to the new app I was advised not to log in through Google but to use my nest account.  As soon as I logged in all my cameras opened up.  Getting to Google support was the key.  I could not find a way to contact a live agent on the googlenesthelp website.