02-03-2022 08:45 AM
Hello,
My (single) brother recently passed away, and we are looking to transfer his Hub Max to my mother’s Google Home account. However, we don’t have access to his phone to remove the device from his account. Do all of his Google Nest devices need to be thrown out, or is there an alternative way to change ownership of devices like the Max?
note: we are waiting for a death certificate to access his email data, but I don’t believe that will allow us to fully access his account.
02-03-2022 03:30 PM
I'm sorry for your loss, but I believe the most expedient way to transfer the devices over is probably going to be a factory reset.
https://support.google.com/googlenest/answer/7073477?hl=en#zippy=%2Cgoogle-nest-hub-max
02-03-2022 04:20 PM
Thank you, Uno. We completed a factory reset three times, and it still does not unlink from my brother’s account.
02-22-2022 10:02 PM - edited 02-22-2022 10:06 PM
Hey joshua1,
It's been some time since this thread was updated. Do you have additional questions about your Google Nest device? Please feel free to respond on this thread, and the community will be happy to help.
Thanks for helping here MplsCustomer and Uno.
Cheers,
Muddi
02-24-2022 12:07 AM
Hey joshua1,
I just wanted to check if you still need help with your Google Nest Hub? Please let us know by updating this thread as I'm about to close this after 24 hrs due to inactivity.
Cheers,
Muddi
02-24-2022 03:54 AM
Hi, Muddi. The issue has not been resolved. It appears that Google has a strict policy on only certain devices (the Nest Hub Minis were easily transferred to my parent’s account after a factory reset). It’s disappointing that she has lost functionality and expensive items were bricked simply because the person who set it up passed away, but I suppose it’s ok to close the thread if there is in fact nothing that can be done about it.
04-12-2022 08:58 PM
Hey joshua1,
My apologies for the delays. To confirm, is this a Google Nest Hub Max? Would you know when the device was purchased? If you don't have access to the owner's account, we can escalate the issue and check if it's possible to get a replacement. Please note that it's subject for approval and will be based on the current warranty of the device.
Looking forward to your response.
Cheers,
Muddi
04-13-2022 04:54 AM
Hi Muddi.
I believe it was purchased in the early summer of 2021. Yes, it is the newer Hub Max. I requested Google’s help in accessing the account in January (all documentation was provided), but I’ve yet to hear back.
04-21-2022 04:31 AM
Hey joshua1,
Sorry for the delays. Do you have the case ID so I can check it for you?
Cheers,
Muddi
04-21-2022 06:34 AM
Thank you. Of course:
9-5608000032528
05-18-2022 11:17 PM
Hey joshua1,
My apologies for the delays. If you still need help with your device, please fill out this form with all the needed information then let me know once done.
Cheers,
Muddi
05-22-2022 05:06 PM
Done! Thanks!
07-29-2022 12:07 PM
Hey there,
It looks like we received your filled out form, and we have passed this on to the correct team where they will be reaching out to you about your issue. I'm going to go ahead and lock this thread.
Best regards,
Jake
02-03-2022 03:33 PM
The impression I have from other posts in this forum is that, in order to change ownership, the previous owner has to remove the device from their account first, before the new owner can successfully perform a factory reset and add it to their account. It seems to be a frequent stumbling block.
02-03-2022 04:21 PM
That’s right, mpls. We are still able to reset, but it’s like a serial number of the unit (or something to that effect) is still attached to my brother’s profile.
02-03-2022 04:49 PM
You could try contacting Google Nest Help using the link below. Unfortunately, Google Nest has not provided any public mechanism for transferring ownership of a Google Nest device without the previous owner first removing the device from their account, even when that owner is an uncooperative previous homeowner or tenant, or even a deceased family member. I don' know whether Google Nest Support will be able to help you though; on a similar post (https://www.googlenestcommunity.com/t5/Apps-Account/Changing-owner/m-p/26911), Google Nest Support responded: "There's no direct way to change the home owner directly, unfortunately."