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Google hub camera won’t connect to Nest account, linked to another account

ktheaps
Community Member

I set-up our new Google Hub Max today, fresh out of the box new from Target. When going thru the steps to link the Hub Max camera to my Nest account, I keep getting an error message that our display is “linked to another account. To continue with setup, it needs to be removed from its previous account.” My Nest app account is linked to the same account as our Hub display. It hasn’t been setup by any other family members yet. I’m at a roadblock here and can’t reach any live support person to help get past thing. Looking for assistance, thank you 

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6 REPLIES 6

Arjay67
Community Member

Had this same issue when trying to set up nest home max in a different room. Had to remove device from account, perform factory reset and set up from there.

Jake
Community Specialist
Community Specialist

Hey ktheaps,

 

I am sorry to hear you are having trouble with your device. I wanted to check in with you, and see if I could be of any help. I would recommend trying the steps below, as they should help out.

 

  1. Remove the device from the old Home.
    1. Open the Google Home app .
    2. Tap the device Settings Unlink or Remove device Unlink or Remove.
  2. Perform a factory reset on Nest Hub Max. To do this, hold the volume up and volume down buttons for 10 seconds.

Best regards,

Jake

ktheaps
Community Member

The factory reset did the trick, thank you.

Jake
Community Specialist
Community Specialist

Hey ktheaps,


Glad to hear the reset worked out, and the device is working properly from here. Let me know if you have any other questions, as I would be happy to review.

 

Best regards,

Jake

MplsCustomer
Bronze
Bronze

@ktheaps 

Perhaps your Google Nest Hub Max was returned by a previous Target customer who tried setting it up on their account before returning it. Earlier this year we bought a Google Nest Hello Doorbell at Home Depot; it was not labelled as an "open box" item, but fortunately we discovered that the Chime Connector wires had been bent and other items disturbed in the package, and exchanged it before trying to install it.  Only when we were returning it did I notice the cellophane wrapping had already been removed.

Jeran
Community Specialist
Community Specialist

Hey ktheaps,

Did you have any more questions or need any additional help? If not, I'll go ahead and lock this thread in 24 hours.

Just checking up,
Jeran