Migrating Nest Secure to free ADT - Verify Purchase Account Error

[lomarah]

I took up the offer of a free ADT self-setup system in replacement for my old Nest Secure and only just opened it up to start the installation process, You have to download the ADT+ app (fine) and go through the account setup process. This is when it gets tricky. I can create an (ADT+) account and log in, but to add the device you have to 'Verify Purchase Account'. But... I didn't purchase it. Google gave it to me! Even in my Google account, it does not appear as a purchase.

Once I enter my email address (my Gmail associated with my Google/Nest account) it doesn't recognize it and I get the lovely error message 'We couldn’t find your account. Please provide the email you used to purchase your ADT system to verify and link your account.' And that's the problem. I did not purchase it.

Has anyone any experience with migrating from Nest Secure to the free ADT system? I spoke to an ADT Tech Support person and she wasn't too helpful and has said she needs to 'escalate' my issue and have someone call me back. I am still waiting for that call.

[Lance_L]

Hello lomarah,

Thanks for reaching out to the Google Nest Community. We apologize for the inconvenience, but we're committed to helping you and minimizing disruptions. For questions regarding how to redeem your offers, please contact our offer redemption team.

Also, you may call ADT at this number: 877-464-7437.

All the best,

Lance

[lomarah]

Lance, did you read my post? As you’ll read  in the first sentence I did take the offer, so pointing me to someone to help redeem the offer isn’t what’s needed. I guess I will be throwing out the unused system and moving to a competitor product like SimpliSafe, since no one seems to be able to help. Regards.

[Lance_L]

Hey lomarah,

We understand your frustration. We wanted to make sure that all options were exhausted to resolve the issue. Right now, the best thing to do is to contact ADT at the number provided above.

Kind regards,

Lance

[lomarah]

Unfortunately, I have already done that three times and had no resolution. The ADT rep simply follows a playback script of “uninstall the app, down load app” etc, but then gets stuck when it gets to the email address part. Hence my original question. I’m then told as they can’t help any further,  my issue will be escalated and someone will call be back. I’m still waiting for my three calls. Honestly, I’m frustrated with the whole thing and have resigned myself to the fact I’m going to ditch Google/ADT and go to SimpliSafe. 

[AusOak75]

Seems simple but double check you are entering the correct email. It isn't necessarily the one you use for your Nest app.  I was having the same problem, used the email associated with the app which was wrong.