Help Please the new tenant unable to check in

I rented out the house and the doorbell device has been removed (no device shown in my Ring app) but the tenant unable to connect and I still received email: _We’ve recently blocked an attempt to set up your Ring device named “xxx” which is currently linked to your Ring account, _which i think this is the tenant trying to log in. I have followed the process as shown on how to remove device.

Any suggestion without getting back again to the house. Thanks alot.

Hey @Sonten. If you go into the Ring app > Main Menu > Devices > is the Doorbell still showing up on your account under here? You may need to check additional locations to ensure the Doorbell is not sitting on another location. You can do this from going into the Ring app > Main Menu > and clicking on the location name above Dashboard and seeing if you have another location to toggle to. From another location, you will go back into Devices to see if you can find the Doorbell in here. Once located, you will click on the device > Device Settings > General Settings > Remove This Device. After this is completed, you can go ahead and have them set up the device.

In the event you are unable to locate the device in the app to remove it or no longer have access to your Ring account, please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19. This has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.