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.