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.
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.
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.
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.
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."