Everything was erased from my account! HELP!

Devices & Integrations
1

So here is what happened… My dad signed out from his account to create a new account with a different email for another location for my mom… and all of a sudden, evveryhting on the location was deleted… no signs of devices, hub or anything. How can I fix this for him? There are more tha n50 devices connected to this hub and he is not going to be able to do it by himself. Is there a way to re-pair the hub to the account and everything be back to normal?

Thanks!!! Please help with this weird thing!

2

You should reach out to customer support through the app to get a ticket number. ST Staff are only on this forum - Monday - Friday and they are on the Mexican Pacific Standard Time.

did you also check the Advanced Web App to verify everything was removed?

You should be prepared because there are no cloud backups if the hub gets deleted. But speak with Support before doing anything.

tagging @nayelyz @Itati

3

Thanks for the advice! I hope I can hear from them tomorrow!

4

Hi, @frantona
As I understand, the user only logged out, right? He didn’t delete his account.

I saw you commented here as well: Added another mobile presence device, wiped out all my stuff including hub! - #9 by frantona
Your Dad didn’t add a new device, right? He only logged out and then logged back in to the original account, and everything was gone.

Can you provide support access in the original account, please?
I need to take a look to check that everything is gone even from the backend.

5

Is it possible he’s looking at a different location within the first account? I think we’ve seen that happen before.