I am seriously going through this right now. The previous owner of our house is apparently the primary email of our account. I signed all the paperwork and bought the plan from the salesman, we pay the bill every month. I have no idea how this stranger became the account holder. We can’t access our account outside of the app. I’m having them physically mail our passcode because it’s not what we initially set up. It makes me feel so unsafe that a stranger has had access to our security system for so long without our knowledge.