r/Nest • u/Valuable_Street9878 • May 06 '25

Camera My mom got hacked…

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So my mom’s whole phone got hacked a while back. Every account she had on her phone was taken. She had these google nest cameras I have no idea anything beyond that. I can’t find a factory reset button and she can no longer get into her account and she can’t get into the email used for the account. Is there anything we can do so she can’t use her cameras again? Also picture for reference

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u/[deleted] May 07 '25

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u/CosmicCreeperz May 07 '25

Yeah this is the solution. It might be a pain but Google absolutely helps people recover hacked accounts.

https://support.google.com/accounts/answer/6294825?hl=en

Then FFS teach your mom about 2 factor authentication.

7

u/Vast_Meeting7596 May 07 '25

Several years ago my son lost his Google account (stolen). My husband and I are software developers, we spent several days, trying to get it back over google. You could not just „call google“, there was absolutely no possibility to talk to a person. We tried everything, including google‘s system for lost accounts (AI, probably). Many E-Mails… We did not succeed. Google didn’t care about lost accounts at all.

1

u/Nissan159 May 08 '25

I had the exact same problem with my mother’s account. I realized nest is owned my google and was able to call nest customer support to help recover her account. We weren’t able to use the forgot password button due to her email being used by a very old chrome cast which the nest customer support team was able to troubleshoot