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Nest hub max conneted to previous owners accounts

Ams1970500
Community Member

Hi went to my local cex store and bought the nest home max at a great price got home and set it up only to find it is still attached to the previous owners account I've tried factory reset nut it still wp.ont let me set it up I don't really want to have to take it back to cex as irs 60 miles away I have the box and receipt from cex thanks Andrew 

6 REPLIES 6

David_K
Platinum Product Expert
Platinum Product Expert

Because Nest Hub Max contains a Nest Cam, it must be removed from the previous owner's account before it is factory reset. It sounds as though the previous owner did not do that. 

Unfortunately, there is no way around this and you would need to return it to the place of purchase. Let them know about this issue, and that they should not have accepted it from the previous owner without checking that.

LovelyM
Community Specialist
Community Specialist

Hey folks,

I appreciate the assistance here, @David_K.

@Ams1970500, thanks for reaching out and we're sorry for this experience. You need to get a hold of your local CeX store like what davidking said since the only one who can remove the Google Nest Hub Max is the previous owner. If you are unable to get a hold of them, let me know so I can look for other options for you.

Keep me in the loop.

Regards, 
Lovely

LovelyM
Community Specialist
Community Specialist

Hi Ams1970500,

I wanted to see if you still needed help. Don't hesitate to tell me if you have other questions or concerns. I want to make sure you're good to go.

 

Cheers,
Lovely

No thanks all sorted  now 

 

Thanks for the help

 

LovelyM
Community Specialist
Community Specialist

Hello Ams1970500, 

No biggie! I'm glad that everything worked out for you. We're going to lock the thread within 24 hours. If you have further concerns, please feel free to create a new post.

Thanks,
Lovely