We purchased a new home and the previous owners left a Ring doorbell for us.
I created an account then checked this forum and saw that by contacting customer service ownership can be transferred. However, when I called, the woman I spoke with (after waiting on hold for 20mins) informed me very emphatically that Ring products are single use only and ownership can not be transferred. She then promptly hung up on me.
Is this in fact the policy? Has anyone else run into this issue?
Hey @live2jesus. In specific situations, there are chances that our support team can escalate your concern to help take over ownership of the device. We do recommend for our neighbors to contact the previous owners first to have them remove the Ring device from their account. In addition, when you attempt to set up the Ring devices on your app, you should get a message that you cannot, but with this message, an email is sent to the previous owners as a request to have them remove them. In the event you cannot get the previous owners to remove the Ring device, you can re-reach out to support to see if they can escalate the manner. Most times, you will need a proof of purchase of ownership of the new home.
If this sounds like a situation you fall into, I recommend contacting support again for clarification on your specific situation, but it’s possible they may still be unable to help further from here and will recommend you to buy new products. For this follow-up, 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.
Hi, I’m having this same issue. Cannot reach the old owners, and they appear to be ignoring emails requesting they remove the device from their account. Chatbot Asks that I ring support, but when I try the UK number comes up as not valid. Can you provide a valid number or email so I can talk to support? Thanks.
I am having the same issue. I have been working hand-in-hand with the old owners and RIng will not release the device to me, despite that the previous owner has tried several times to remove the device from his app. This is extremely frustrating. Every time I try and register the device, it sends him an email and he tries it again. Nothing. I have spoken to Support and they tell me to get previous owner to do it and that is NOT WORKING. HELP?
Wasted more time talking to customer service. Two separate phone calls. I offered several times to provide proof of purchasing this house, but they were not interested in that and apparently that won’t release the previous owner from the account. Instead, the customer service rep spent a lot of time keeping me “on hold” while asking a supervisor to resolve this. Then comes back and says they can’t, that the previous owner has to call in, and oh wait for it…“if you prefer, you could simply buy a new Ring device.” Ah, I see. This is all a ploy to stall people, get them SUPER frustrated, so you can sell them a new Ring. That is an awful way to run a company and customer service.
Hi @ripcurlny. If this device is currently registered to the original owner, and you have contact with them, the quickest way to do this is to have them remove the device from the Ring App. Once they do this, you will immediately be able to setup the device under a new email. This Help Center article here outlines the entire process. I hope this helps.
Agreed! Im facing the same death
This all is a bunch of marketing BS by Ring. Are you guys that greedy? Doesn’t the consumer spend enough hard earned money on this security system to help people out with obtaining 2nd hand systems from other parties? Security is one thing scamming under the pretense “Security” is really dirty! As if this world isn’t hard enough to live in you guys add to it. QUIT DRAGGING YOUR FEET AND HELP US ALL OUT