topic Re: Can't log in to the Nest App using Google credentials in Apps / Account

Can't log in to the Nest App using Google credentials

paulk2 — Sun, 23 Oct 2022 16:59:19 GMT

Hello!

I am unable to log in to the Nest App using my Google account credentials, on my Android phone.

--> If I try a different Google account, from the same phone, it works. <--

I tried uninstalling and reinstalling the Nest App.

I tried logging in to the Nest App from another Android device (same Google account) and I get the same error.

However, I am able to log in to the Nest web site (home.nest.com) using the same Google account.

Has anyone run into this before?

Re: Can't log in to the Nest App using Google credentials

Cukes_ — Sun, 23 Oct 2022 16:36:20 GMT

I am experiencing the same issues as of this morning and also tried the same troubleshooting steps to no avail..

Re: Can't log in to the Nest App using Google credentials

Cukes_ — Sun, 23 Oct 2022 16:46:13 GMT

I've also tried wifi vs cellular and restarting all nest products in the home. Additionally, every "help" link redirects to a help center that has nothing to do with app connectivity problems. Really hoping someone knows the magic trick here!

Re: Can't log in to the Nest App using Google credentials

MplsCustomer — Sun, 23 Oct 2022 16:49:55 GMT

This looks like a problem on Google Nest's servers, NOT on your phone or mobile device. However, the status.nest.com page doesn't show any outages, and when I tried it (from the northern U.S.) I was able to log into the Google Nest app. Perhaps it's a partial outage not yet reflected on their Status page.

Re: Can't log in to the Nest App using Google credentials

paulk2 — Sun, 23 Oct 2022 16:54:54 GMT

Note: I am able to log in to Nest using a different Google account, on the same phone, so I don't think it's an outage.

Re: Can't log in to the Nest App using Google credentials

Cukes_ — Sun, 23 Oct 2022 16:57:08 GMT

Same here. Logging into another account works fine via the app. Signing out and then trying to log into the main account still has issues.

Re: Can't log in to the Nest App using Google credentials

LA22 — Sun, 23 Oct 2022 16:59:18 GMT

Same here on iPhone 13. Tried Same troubleshooting also. Using PC the browser does connect and cameras work but can’t reach settings for Nest Protect smoke/co device.

Re: Can't log in to the Nest App using Google credentials

paulk2 — Sun, 23 Oct 2022 17:00:16 GMT

Yeah, I think perhaps that image I included makes people miss the fact that it works with a different account. I updated the original post to highlight it.

Re: Can't log in to the Nest App using Google credentials

MplsCustomer — Sun, 23 Oct 2022 17:18:15 GMT

Since this suddenly appeared and there hasn't been an update to the Google Nest app for a month, my guess is still that there's a problem on Google Nest's servers.

And this thread just posted: https://www.googlenestcommunity.com/t5/Security/Trouble-Communicating-with-the-Nest-Service/td-p/266324

Re: Can't log in to the Nest App using Google credentials

paulk2 — Sun, 23 Oct 2022 18:46:29 GMT

I noticed it 12 hours before I posted this, but I thought I would give it some time before reporting it, just in case. This makes it less likely it's an outage, coupled with the fact that it works from the same phone if I use another account. I think it's account related.

Re: Can't log in to the Nest App using Google credentials

LA22 — Sun, 23 Oct 2022 20:03:53 GMT

I first noticed it yesterday. My hunch is that an app update to allow it to do the handshake with the server for our existing accounts. New accounts do work, but then you have to re-add all the devices which is definitely not an ideal solution for our house anyway.

Re: Can't log in to the Nest App using Google credentials

Cukes_ — Sun, 23 Oct 2022 21:04:38 GMT

Chatted with support - they were unable to fix it. A ticket was opened for the team to investigate. I'll keep this thread updated with any resolutions.

Re: Can't log in to the Nest App using Google credentials

paulk2 — Mon, 24 Oct 2022 01:23:03 GMT

Thanks, it's appreciated!

Re: Can't log in to the Nest App using Google credentials

Cukes_ — Tue, 25 Oct 2022 03:12:51 GMT

Haven't had any communication from the support team, but I was able to successfully access my account on the app just now. Not sure if they did something and I just haven't heard from them, or if it was a fluke and everything is fine again.

Re: Can't log in to the Nest App using Google credentials

paulk2 — Tue, 25 Oct 2022 13:50:48 GMT

Thanks for the update! I tried it and was able to get in as well. It could be that they updated their server-side code that processes the requests from the app. Who knows. Thanks for following up!

Re: Can't log in to the Nest App using Google credentials

Holmes1971 — Tue, 25 Oct 2022 14:43:34 GMT

Can I ask how you got hold of the support team as I just can’t sign onto the app. I’ve tried to reset my password but it doesn’t send me an email to do it. So frustrating and

Re: Can't log in to the Nest App using Google credentials

Cukes_ — Tue, 25 Oct 2022 15:58:00 GMT

https://support.google.com/googlenest/gethelp
I used this and was able to get routed to the right person eventually. You might have to get shuffled around to other people to help, but this is the only route I found. A lot of the support redirects to pages that aren't helpful.

Re: Can't log in to the Nest App using Google credentials

Jake — Wed, 02 Nov 2022 19:48:27 GMT

Hey there,

I wanted to check in and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.

Thanks for the helpful link Cukes_.

Best regards,
Jake

Re: Can't log in to the Nest App using Google credentials

Jake — Wed, 09 Nov 2022 19:49:13 GMT

Hey there,

I wanted to follow up, and see if everyone is good to go. Please let me know if you have any questions, as I would be happy to take a closer look.

Best regards,

Jake

Re: Can't log in to the Nest App using Google credentials

Jake — Thu, 10 Nov 2022 18:05:47 GMT

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake