Hello

We recently moved a ring camera from one account to another and renewed ring protect basic for the camera moved.

After moving the camera to the new account we are no longer able to receive motion alerts, click the ring doorbell button to “ring”, or see recorded events in the ring app.

When we manually press “live view” we can see the front door and video is recorded.

We use iOS devices, have reinstalled the app, turned on notifications for the apps

The settings in the app was configured using the motion wizard to maximize alerts
check frequency is high

Smart alerts, capture more motion
Advanced motion alerts, off
Motion sensitivity, high
Motion frequency, check frequently

In the dashboard for the device
Ring alerts, turned on
Motion detection, turned on
Motion alerts, turned on

We have factory reset the ring video doorbell gen 1, radio related software version: 12.0.38
Device Health for Front Door

• Power
  • Power Source: Battery
  • Battery Level: 73%
  • Battery Status: Good
• Network
  • Status: Online
  • Signal Strength: RSSI -66
• Device Details
  • Last Health Check: 02/25/2024 12:30 PM
  • Firmware Status: Up to Date

The device is running of its internal battery

do the latest firmware no longer support this feature for older gen models? what are we supposed to do?
thanks