topic Re: Migration/Sign in Issues in Apps / Account

Migration/Sign in Issues

cbr2405 — Sun, 12 Mar 2023 15:14:29 GMT

In 2019, I migrated my Nest account to my Google but haven't touched the Nest account since.

Today, I fitted a Nest Thermostat and need to sign in to my Nest account using my Google account. I cannot do this, every time I try, I go through the standard process, entering my two-step verification code etc. Once done, I get sent to a screen with a spinning 'loading' type circle. After 30 seconds or so, I get a 'There was an unexpected error' message with no code. Consequently, I'm left unable to use the thermostat in the way I bought it for.

There appears to be nothing online and I am majorly p*****d off - I'm good with tech, but this is ridiculous. Any help would be greatly appreciated.

Re: Migration/Sign in Issues

MplsCustomer — Sun, 12 Mar 2023 20:03:06 GMT

@cbr2405

Perhaps you should consider contacting Support starting with the link below and clicking "Next step" on the "Resources" page to bypass the online help links to get to the contact page with options for phone and chat support. If you haven't used your Nest account in 4 years, perhaps it has gone dormant, and Google Nest Support would be able to fix it.

https://support.google.com/googlenest/gethelp

Re: Migration/Sign in Issues

cbr2405 — Sun, 12 Mar 2023 20:28:47 GMT

Thanks, I'll try just that!

Re: Migration/Sign in Issues

Princesss — Tue, 21 Mar 2023 14:56:22 GMT

Hello folks,

Thanks for reaching out.

We're sorry to hear that you're experiencing this with your devices. Kindly check these steps and see if it works.

Migrate your Nest Account to a Google Account

Important: If you started using the Nest app after August 19, 2019, you’re already using a Google Account and don’t need to migrate.

If you started using the Nest app before August 19, 2019, you created a Nest Account to manage your Nest products. You now have the option to migrate your Nest Account to a Google Account, creating one unified Google Account that you can use to manage products and homes in both the Nest and Google Home apps.

If you migrate, your Nest data will be associated with your Google Account. To understand how Google will use your Nest data if you migrate and how you can manage your Google settings, read our Privacy FAQ s.

Note: If you use a Gmail address to sign in to your Nest Account, you might still need to migrate.

Before you begin

If you migrate your Nest Account to a Google Account, your experience of your Nest home and products will change. Migration is optional, and once completed, is not reversible, so it’s important to understand the changes that migration will bring before you start.

Here are some key things that will happen when you migrate:

You’ll remove all Works with Nest connections.
You will no longer be able to use the Nest app on Apple TV or on Android TV.
Home members may lose access and need to be re-invited.
After migration, home membership is managed with the Google Home app.
Your data will be handled according to Google’s Privacy policy.
You’ll be subject to the Google Terms of Service and these Nest Terms of Service.

We recommend that you read all the information in the Important changes when you migrate and Privacy and Terms of Service sections to help decide if migration is right for you at this time.

How to migrate

You can only link one Google Account to one Nest Account.

On your mobile device, download the latest version of the Nest app from Google Play.
Check that you have an eligible Google Account.
1. If you don’t have one, you will need to create a new Google Account.
Open the Nest app and, if asked, sign in.
Tap Settings Account verify that you’re signed in with the account you want to migrate.
1. To migrate a different Nest Account, tap Sign out at the bottom of the screen sign in with the account you want to migrate.
Tap Migrate to a Google Account.
Follow the in-app instructions.

Let us know how it goes.

Best,

Princess

Re: Migration/Sign in Issues

cbr2405 — Tue, 21 Mar 2023 15:05:10 GMT

Hi Princess,

Thanks for your reply. Unfortunately, I have already migrated my Nest account. I did this in 2019, but it will now not let me log into Nest using my Google account. I've tried resetting the password and every time I try to log in after this, I get the same error message. I did cover all of this in my original post.

Re: Migration/Sign in Issues

MplsCustomer — Tue, 21 Mar 2023 15:13:16 GMT

@cbr2405

Since you are trying to log into the Google Nest app for the first time in 4 years, using the Google Account to which you migrated 4 years ago, and the login is failing, I think your best chance is to contact Support. I'm just another Google Nest customer, but I don't think customer comments in this forum are going to resolve the situation.

https://support.google.com/googlenest/gethelp

Re: Migration/Sign in Issues

Ddtrb — Tue, 21 Mar 2023 19:45:49 GMT

We have had a Nest account for approximately 7 years that we actively used and tried this weekend to migrate the Nest account to our home Google Account and wanted to add some cameras. We get the same error as cbr2405 above " screen with a spinning 'loading' type circle. After 30 seconds or so, I get a 'There was an unexpected error' message with no code." Our home Google account information is accurate. We do use Nest Connect as we also have a Yale lock. Does anyone have a suggestion?

Re: Migration/Sign in Issues

Ddtrb — Tue, 21 Mar 2023 20:33:23 GMT

Went to the support link above and had a chat session, which was helpful. Error message is now gone and I am hopeful I can proceed with migration

Re: Migration/Sign in Issues

Princesss — Thu, 23 Mar 2023 17:59:20 GMT

Hi everyone,

Thanks for responding.

@Ddtrb, it's good to know that this was already sorted out. Let's continue to follow the steps in migrating your account and let us know if you encounter any issues along the way.

@cbr2405, we'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Thanks for helping out, @MplsCustomer.

Best,

Princess

Re: Migration/Sign in Issues

Jake — Mon, 27 Mar 2023 18:24:00 GMT

Hey there,

I wanted to check in and see if you managed to see Princess post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

Re: Migration/Sign in Issues

Juni — Wed, 29 Mar 2023 03:34:28 GMT

Hello there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have other concerns in the future.

Thanks,

Juni

Re: Migration/Sign in Issues

cbr2405 — Wed, 29 Mar 2023 08:18:34 GMT

Sorry for the delay. I haven't fixed the issue yet, I've been very busy with work etc. I will fill out the form linked above when I get chance.

Thanks

Re: Migration/Sign in Issues

Juni — Thu, 30 Mar 2023 03:00:16 GMT

Hi cbr2405,

Got it. I’ll keep this open and wait for your response.

Regards,

Juni

Re: Migration/Sign in Issues

cbr2405 — Sun, 02 Apr 2023 14:49:14 GMT

I've completed the form, just waiting for a response now.

Thanks

Re: Migration/Sign in Issues

Dan_A — Mon, 03 Apr 2023 18:57:29 GMT

Hey there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Cheers,

Dan