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nest camera wired can't remove from old account

offthewall1234
Community Member

I recently acquired a Nest outdoor wired camera with my house. I bought my house and it had a camera already installed. I purchased through a third party who told me that the original owner had died, so i have no way to access the old account to disconnect the camera from it.

I already chatted with customer service and did all the hoops that they asked me to do, and was told to leave the camera unplugged from power for 48 hours to clear the stored video and that i would be able to set it up after that. I have done that and it still shows its attached to the previous account. Am I just out of luck or is there any way to get this camera changed over to me?

6 REPLIES 6

MplsCustomer
Bronze
Bronze

@offthewall1234 

You're the second customer in this forum who has recently been told by someone in Google Support to disconnect their device for 2 days in order to change the owner (https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Cameras/m-p/200881).  That doesn't seem right.  I think you MUST get the cameras removed from the previous account or you are out of luck. That's what all the posts I've seen here seem to indicate, and here's what Google Nest Help says: https://support.google.com/googlenest/answer/9249728?hl=en

And this "Moving guide for Nest devices" Google Nest Help page says the previous owner must first remove the camera before doing a factory reset: https://support.google.com/googlenest/answer/11151047?hl=en

But you could try the Full Factory Reset suggested by EmptyNester on the other thread to see if that works.

The camera that I have is the regular nest cam that you have to factory reset through the app, and since I can’t connect to it I can’t reset it unfortunately. Thank you for the reply though. 

SteveT1
Community Specialist
Community Specialist

Hi folks,

 

Thanks for reaching out. Do you have the case number of your previous support interaction so we can check this further. What is the color of the LED lights on your Nest camera?

 

Regards,

Steve

It all of a sudden started working. Roughly 96 hours of being unpowered (if that has any relevance) and it randomly allowed me to add it to my account. 

thanks for the help 👍

SteveT1
Community Specialist
Community Specialist

Hi there,

 

I'm glad to hear that everything is working now and thanks for sharing the steps that helped you to resolve your issue.

 

In the meantime, do you still have other questions and concerns?

 

Cheers,

Steve

SteveT1
Community Specialist
Community Specialist

Hi there,

 

We haven't heard any updates from you. Please let us know if you still need help as we will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

 

Regards,
Steve