Nest Hub Max needing previous owner to remove

[JohnR54]

Good Day--- just bought a Nest Hub Max. I had it set up on one phone but when I went to set it up on my second phone I started getting issues so I decided to start over. Removed the app from both phones and reset the Max. Have gone thru the set up the second time but  upon trying to finish set up hit the screen that the Max is connected to another account or home and I cannot finish my set up.   Unfortunately it appears I have created a loop that I cannot get out of. Do not know how to start all over. 

Thanks

John

[Dan_A]

Hi JohnR54,

That's not the experience we want you to have and we're here for you. A few questions: are you the only account owner or have you added a family member to be a part of your Google Home system? Do you have a Nest Camera or Nest Application active or are all of your devices only linked to your Google Home app? Since you mentioned 2 phones, we must first need to uninstall all of it on both phones. Factory reset your Nest Hub Max again to revert it back to its default and original settings. By the way, what phone are we gonna be using for the set up? 

Since we are going to be using your account, before setting up your Nest Hub Max, create a new Home structure on your Google Home app. Follow the steps below:

1. Open the Google Home app.
2. At the top, tap Add.
3. Tap Create a new home.
4. Follow the steps.

Set up your Nest Hub Max to the new Home structure and tell us how it goes.

Best,

Dan

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

[Jake]

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake