Ring door not showing on account after installing on app on a new device

A family member who isn’t very tech savvy has a ring doorbell which was registered to her account and all was working fine. She changed her phone device and downloaded the ring app to the new device and logged in but the doorbell was not showing.

We have tried re-adding the doorbell by scanning the QR code, but we get a message that says the doorbell is registered to another account and to click here to ask the owner to unregister the doorbell. I don’t know who the email goes to as it was registered to her account but she isn’t receiving the email.

What are we doing wrong or what has gone wrong? I would have thought that the device would have still been registered to the account when we resigned into the ring app on the new phone device, but it’s not.

The phone is a Samsung and so was the old phone.

Thanks in advance for any help.

Hi @JamesE. It sounds like your family member has signed into a different Ring account using a different email address. If they’re certain they have used the same Ring account, tap the location name in the top center of the Ring app to ensure they have selected the location where the Doorbell is installed. If you don’t see any other locations, then it indicates that this Ring account is set up with a different email than the original account used.

In that case, they will need to sign into the original Ring account that the Doorbell was set up under. If you’re unable to get into the original account, please give our support team a call at one of the numbers available here to see what options are available. If you are outside of the US, please visit here to see how to contact support.

Thanks Caitlyn, that solved it.

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