Transferring ownership from deceased owner

My grandparents have a ring doorbell that my grandmother was the primary owner of. My grandmother passed away suddenly and we are unable to get into her phone to get into her Ring app to transfer ownership to my grandfather or take it offline. I read the section that says “How to take ownership of a device if you can’t contact the previous owner” but the directions underneath are just telling you how to set it up as it was new. Then it just goes straight to “if your request to transfer ownership is successful…” and doesn’t have ANYTHING that helps us in this case. Doesn’t show us how to request ownership from a dead/incapacitated owner as the headline implies. Should I just call or am I totally missing something? I can’t get past the “device is offline, so it can’t be transferred” screen. It’s a 2nd generation so we can’t take the battery out or power it off.