Essentially, the devices transferred, but the Hub itself seems to have been left behind on my account, even though it’s physically at the client’s house and controlling their setup.
I need assistance from the SmartThings Support Team to force the transfer of the Hub (device ID/serial number available upon request) from my account to the owner’s account.
I’m looking for a way to do this without interrupting or requiring a re-setup of all the devices that are currently working for the client. The devices are already linked to the new location, just the “parent” Hub registration is hanging on my end.
Has anyone encountered this specific partial transfer issue before? Any guidance or direct help from an ST staff member would be greatly appreciated!
Hi, @Tengku
So, just to confirm, the hub only appears in your account but not in the client’s account? I’m wondering if there aren’t two Hub instances, one for you and one for the client.
Either way, we need your help to get the following information, please:
Approximate timestamp (date and time including your timezone) on when you performed the transfer, just to have a better reference to look at the logs
Enable support access for both accounts
For you:
Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
For the Client:
If you know the client’s email, please share it with us as well and ask him/her to follow the instructions below
For both:
2. Enable support access to your account:
Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
Hi, @Tengku
Thanks for your patience. The customer should see the hub now on his account, can you confirm that he can see it now, please?
Also, please confirm that you don’t see it as part of your account, it appears as “shared” now since the customer is the owner of the location “My home”
Hi, @Tengku
From our side, we can see the hub is now owned by the customer and it’s present on his location “My Home”, so, just to discard this being related to a cache issue, please follow these steps:
This is for Android users only
Close the SmartThings app
In your mobile device, go to Settings
Go to the App Manager option (where you can configure notifications or other options for each app)
Look for the SmartThings app and enter its details/configuration
Tap on Memory/Storage and click on the option Clear cache
Then, reopen the app for the customer and go to the section of “All devices” and look for the hub there since the transfer made it not assigned to any room.
Finally, remove the “installer” account from the Customer’s location “My Home” as follows:
Go to the home tab
Click the location and go to ‘Manage Locations’
Click the ‘My home’ location
Scroll down to the ‘members’ button and click where it says ‘4 people’
