In some rare instances you’ll see a “camera is connected to another account” message if someone gave you a used camera, or if you purchased a “new” camera that was added to someone else’s and returned to the store. The previous owner probably didn’t remove the camera from their account before giving it to you or returning it to the store.
If your Google Nest camera is connected to another account
Contact the previous owner and ask them to remove the camera from their account. It’s simple. You can email them the following article that has complete instructions.
How to remove a camera from the Nest app
If you can’t get the previous owner to remove the camera from their account, please contact our Support Team. We may be able to help you further.If you purchased a new camera at a retail or online store, you shouldn’t see this message in the Nest app, but in very rare cases “open box specials” or cameras that were returned by previous customers are put up for sale. In this case, please contact our Support Team. We’ll ask for some information about where you purchased your camera so we can prevent this from happening in the future, and we’ll help you with your return to the retailer.