Remove unresponsive device

I have a ring video doorbell 2 which has malfunctioned and is totally non-functional (customer support have tried to fix this but with no success). When I try to remove the device from the location it’s part of, I can’t as the ‘device settings’ gear icon doesn’t open the settings menu so I can’t navigate to ‘general settings’ and ‘remove device’ as all the guidance I can find online suggests.Any suggestions welcome.