You’ve set up your Ring device, added a shared user, and for whatever reason, it’s not working. There are a few measures you can take to address your problem, some of which include resetting the device, updating the app, and even deactivating an already-existing owner’s account.
This short troubleshooting guide is intended to help your shared users gain access to Ring’s full suite of features. Read on for nine steps you can take to resolve the issue.
Force Quit Out of the Ring App
Something might be wrong with the Ring app. Try force-quitting out of it.
The exact steps depend on what type of phone you have. For instance, if you have an iPhone:
- Hold your finger on the left-hand side of the screen.
- Guide your finger toward the center of the screen.
- Swipe up on the Ring app’s image.
Now, if you have an Android:
- Go to Settings.
- Choose Apps, Applications, or Manage Apps.
- Scroll through the list and find the Ring app.
- Select FORCE STOP.
After you’ve forced-quit out of the app, open the app again and try adding the shared user again.
Update the Ring App
Every once in a while, Ring will update its app to enhance users’ experience. If you don’t have the latest version, you might have a hard time sharing users.
You can check for updates in the App Store or Google Play Store, depending on what type of phone you have. If you don’t have enough storage to accommodate the update, try deleting other media from your phone first.
Make Sure You Entered the Right Email
To add someone as a shared user on your Ring account, you need to know their email address. If you type in the wrong address, they will not receive your invitation. Also, ask them to check their spam folder. The invitation might have filtered into that folder rather than their main inbox.
Reset Your Ring Device
How to reset your device depends on what product you have. While the steps are generally the same, resetting your Ring Doorbell is different than resetting your Ring camera, for instance. You can learn more about resetting your device by reading your user manual.
After resetting it, you might need to re-enter your Wi-Fi information to get it back online.
Log in and Out of Your Ring Account
This is different than force quitting out of the app:
- Open the app.
- Tap the three lines in the upper left-hand corner.
- Choose Account.
- Scroll down to where it says Sign Out.
- Tap Sign Out.
Now, try logging back in and sending your shared user invitation again. Be sure that you have your username and password on hand when you do this.
Make Sure That You’re the Device’s Owner
Only the device’s owner can add and delete users. If you’re acting as a shared user or guest user, you cannot invite more people to your Ring account. Only the owner can do that.
Also, you might not be the owner if you purchased the device directly from another user. In this case, you would need to delete the old user from the account, make yourself the owner, then send out invitations to shared users. You can learn more about that process by clicking here.
Try Again in a Few Hours
The Ring app relies on Ring’s server to transmit information. If the server is having issues, you could be unable to add a shared user. There’s nothing you can do if this is the case except wait. Once Ring figures out the problem on its end, then you can try adding a shared user again.
Contact Ring Customer Support Network
The problem might not be you; it might be the app or your devices. In this case, you should contact Ring’s customer support team. You can:
- Use the live chat feature where you can discuss your options with a bot
- Call Ring and speak with someone over the phone
- Look for answers on Ring’s Community Forum
Make sure that you have your device’s information on hand, including its make and model. The representative may also ask for your user information to access your account.
File a Warranty Claim
Your device could have a factory-specific defect that prevents you from accessing all of its features. Ring offers limited warranties on all of its smart home products. You generally have one year from the date of purchase to file your claim.
If Ring finds that something prevents your device from working, they could send you a new one at little to no charge.
Any one of these steps could allow you to invite shared users to your Ring account. Remember: if you exhaust these options, you can always reach out to Ring’s customer support network for more information.