Suggestions?

Question

We recently got new wifi and it wouldn't let me change it in the app so it wouldn't work. I found a few suggestions to completely delete my account since when I tried to just reset it and delete the device it was saying another user was registered to it. So I was able to delete the account and reactivate it with the new wifi. However it is not recording things now and I wonder if it's because the ring protect plan isn't set up now? However I just was charged for a year subscription right before all this happened. Wondering if anyone has any suggestions? What a nightmare..who would've thought just getting new wifi would've caused this many issues. Not sure if my model was old or not but the tutorial to change the network did not work for me unfortunately.

Caitlyn_Ring · Answer

Hi @user_746b9f. I'm sorry for any miscommunication, but deleting your Ring account is not a suggested troubleshooting step. Ring devices can be set up under one Ring account at a time. If you're a Shared User, or you're logged into the wrong account, that would cause you to receive the message that the device is registered to another account.It sounds like you might have two Ring accounts, and may have set your Ring device up under the account that does not have the subscription on it. I'd recommend logging in on Ring.com, as you can view details about your Ring Protect plan there. If you don't see an active subscription, then you are likely logged into the wrong Ring account.