Sorry to hear about this @neila_steve! Once an Alarm system is setup, registered, and Alarm devices are connected on an account, it must be unregistered prior to moving to a new account for best results.
The best method to accomplish this will be to remove all Alarm devices prior to removing the Base Station.
- In the Ring app, tap Menu , then tap Devices , then tap Alarm Base Station , then tap the sensor you wish to remove.
- Tap the Gear icon on the top right corner, then tap Remove , then on the next screen tap **Remove ** again
- For Contact Sensor and Motion Sensor removing and reinserting the battery during the removing step, will successfully remove it. For the Keypad, holding the 1 key during the removal step will successfully remove it.
These steps would need to be performed on the Base Station while linked to the original account you set it up on. You can also reset your Alarm devices to see if this might help them complete a setup. Those steps can be found in this help center article.
If this does not obtain what you are looking for, our support team will be more than happy to assist! 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, so 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.