Old device still showing with new device

I’ve just had replacement doorbell to replace faulty one. After adding the new device it’s now showing both faulty and new devices in app. I thought new device would automatically replace the faulty one. I’m supposed to be sending the old one back but it’s still active. Can someone help?

Hi @Kayay8. To remove a Ring Device from your app, follow the instructions listed in this Help Center article here. Click where it says “Changing Device Ownership” to get the instructions. Let me know if you have anymore questions.

Will it affect my ring subscription that I have and pay for on my old device?

The new device is to replace a my faulty device. I’m not transferring ownership. Will my paid for ring subscription still be valid with my replacement device? I don’t want to lose my subscription that’s connected to my faulty device.

Hi @Kayay8. Thank you for following up. It would be best to contact our support team so they can make sure that your Ring device is covered under the Ring Protect Plan and that you aren’t losing valuable coverage. 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, so 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.