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Google Nest Hub Max connected to another account error

Community Member

I purchased a Nest Hub Max in September 2021 and set it up out of the box with no worries at all. 

Due to changes in my personal life, I wanted to change the setup of the Hub Max to no longer use the email address it was originally associated with and change the family structure set up around it.

I stupidly did a factory reset before reading up on removing the association of the device with the old email address. Despite that I have managed to go into the old email address and remove the association in third party apps with account access. I have also done this on all old devices that had the Google Home app installed with the exception of one old phone as I no longer have access to that device.

I have also removed the Google Home app from my new phone multiple times, done various factory resets with different wifi networks (2.4ghz v 5ghz) and have tried the power cycle eleven times method suggested in other parts of this forum.

I am not sure if that old phone is the stumbling block but that is the only other thing I could think of. Given I can't access it and have no other ideas as this stage, I'm hoping someone smarter than me can point me in the direction I need to go to get this thing working again!


Platinum Product Expert
Platinum Product Expert

Because it contains a camera, Google's process for this is for you to remove the device from your account, whilst still connected to Wi-Fi and the internet, before you factory reset it. Otherwise, it remains associated with that account for security purposes.

Have you tried setting it up again using the same account you originally set it up with?

Community Specialist
Community Specialist

Hi chadders,


Sorry to hear about your experience with your Nest Hub Max. Please try these steps below to help fix the issue:

Remove all devices from the old home structure.

  1. In the Google Home app home screen, touch and hold the device's tile.
  2. Tap Settings > Remove device > Remove.
  3. Repeat this step for all devices.

Create a new home structure.

  1. In the Google Home app home screen, tap Add +.
  2. Select Create new home.


Delete the old home structure. 

  1. In the Google Home app home screen, tap the arrow icon to switch between home structures > choose the old home structure.
  2. Select Settings > Delete this home > Delete.



Let me know how it goes.

Thanks for helping, davidking.

Kind regards,


Community Specialist
Community Specialist

Hey there,


Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.



Community Specialist
Community Specialist

Hi Chadders,


Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Nest devices and we'd be glad to assist you further.