Gave my devices to someone else but the hub stayed behind!

Devices & Integrations
1

Hi all.

Freaking out a bit here. I’m just about to sell my house. I’ve set the new owners up a SmartThings account and attempted to transfer all devices to them. 54 devices transferred but not the hub itself. It’s an Aeotec V3. I can see it in my home but not in there’s. I’m now in some sort of purgatory as I can’t transfer the devices back to my account and can’t see the hub in theirs!

Please help!

2

perhaps the following thread will help: Strange Transfer Issue: Hub Stuck on My Account After Device Transfer

tagging @nayelyz who is the expert

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3

Thank you. I found that thread but I think there was some sort of external intervention required to sort for that particular user. I guess I need the same. Sorry i’m only a casual user

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4

Hi, @JF3RGY1
Don’t worry, you don’t need technical expertise for us to help you, I just need the following:

  1. Support access for both accounts, so, please share both emails with us through DM and follow these instructions:
  1. Also, it would be great if you shared with us the date and time of when you perform this action so the team can see the logs of the event. You can also provide approximate times but the date is the most important.
5

DM’d. Thank you

6

Turns out I didn’t DM you, it won’t let me! So sent to the email in your Bio @nayelyz

7

@JF3RGY1

Hi,

Thanks for the update. Nayeli is OOO today, but we’ve received your email and have already created a ticket so the team can review it.

We’ll follow up as soon as we have more information.

8

thanks @Itati . Not heard anything back yet. Any idea when they will be able to look at it?

9

Probably linked to the first problem…

I have several buttons which control lights.

After around 12 hours their configured rules don’t work. They still communicate with the hub which recognises a pressed button, but they are not carrying out their configured action. In the app the rule is still there. If I go in to the app, in to the rule and press save again, it works for another 12 hours….

10

@Itati and @nayelyz could one of you please update me on this ASAP. I need to resolve this within the next 24 hours. Is there a specific number I can call?

11

Hi, @JF3RGY1
Please follow these steps while the team continues investigating this case:

This is something we did in a past case to be able to move the hub.

12

Hey, that’s Done :+1:

13

Thanks, @JF3RGY1
So, it seems we have all the requirements for the manual transfer to succeed so far. The engineering team that can help us is on holiday today. Still, they helped us a little to have most things ready to go once they are available.
So, tomorrow when they come back, they’ll take a look at the transfer and see if it can be done since this case is different than the other one we had and solved before.
Once they provide their feedback, I’ll let you know.

14

Hi, again @JF3RGY1
I didn’t notice the team updated the report until now. They mentioned they see the Hub in the correct location now. Please make sure you look for it in the “All devices” section in the new account to avoid looking in each room
Can you help us confirm, please?

15

Hey, I can see the hub in the new owners account/location. Thank you very much for chasing and help sort. Would be interesting to know what caused the original issue. Was it the Sonos link/connection that stopped it transferring first time?