topic Re: Login / Account issue in Apps / Account

Login / Account issue

spl4sh — Sun, 20 Apr 2025 17:31:16 GMT

For some reason, I was logged out of the Nest app (using my Nest account) and can no longer log in, since my phone number has changed. So I created a new Google account using the same email address as before, and wanted to add my Nest Protect to that account.

Unfortunately, when I log in to the Nest app using the new Google account, it asks me to also log in to the Nest account. So I am now in a cycle of doom.

I understood that authentication methods or phone numbers cannot be changed by support. So my account needs to be deleted. How can I get this done without logging into the app (see above)?

Re: Login / Account issue

David_K — Sun, 20 Apr 2025 20:54:55 GMT

Hi @spl4sh

When signing into the Nest app, are you using the "Sign in with Google" button?

I assume you're using a third party email provider and not a Gmail/Google account? Assuming that's the case, have you gone ahead and created a Google account using that email address? Refer to the "Use an existing email address" steps in the article I'll link below.

Create a Google Account - Google Account Help

Re: Login / Account issue

spl4sh — Sun, 20 Apr 2025 21:17:57 GMT

Yes - I am using "Sign in with Google" (before it was Nest)

Yes, I am using a third-party email provider and have created a Google account using this email address (as described under "Use an existing email address"). I can confirm that I can log into that account if I am not logging into Nest.

If I use the same account to log into Nest, I am asked to also log into my Nest account (same email).

Re: Login / Account issue

spl4sh — Sun, 20 Apr 2025 21:19:41 GMT

Re: Login / Account issue

virnab — Mon, 21 Apr 2025 20:12:09 GMT

Hi spl4sh,

I understand you're logged out of your Nest app and can't log back in after changing your phone number. Thanks for letting us know the troubleshooting steps you've already tried. No worries, help is here.

Thank you David_K for your kind collaboration.

Before I start further troubleshooting, let me ask you a few questions:

Is your Nest app updated?
Is your mobile device operating system updated?
Have you migrated your Nest account to Google? Check this Google Help Center article to guide you: FAQs about accounts for the Nest app.

Please keep me posted.

Best regards,

Virna

Re: Login / Account issue

spl4sh — Tue, 22 Apr 2025 19:45:04 GMT

Hello Virnab,

both iOS and Nest app are up to date, and I have not migrated my Nest account to Google. I have registered a new Google account since I cannot log into the old Nest account because the mobile number no longer exists.

I would have loved to migrate, but since I cannot login anymore, it seems not possible.

Kind regards

Michael

Re: Login / Account issue

virnab — Tue, 22 Apr 2025 22:25:20 GMT

Hi spl4sh,

Thank you for your prompt response, which provided the information requested. I really appreciate it so that I can better assist you.

According to this information, I will recommend you follow these troubleshooting steps:

Double-check that you're signing in with the right email address. Make sure your email address is spelled correctly. If you use multiple email addresses, make sure to use the email you used to sign up for your account.
Double-check that you’re signing in with the right password. Your password is case-sensitive, so make sure you use the same capitalization every time.
Check the Nest Service status. If there's a service outage, you'll need to wait for service to resume before you can sign in to your account.
Reset your password. Select "Forgot Password" and follow the instructions. You'll receive an email to reset your password.

If you don't get the password reset email, you might have entered the wrong email address. Double-check that you entered the email address that you used to sign up for your account.

Please let me know how it goes.

Best regards,

Virna

Re: Login / Account issue

spl4sh — Wed, 23 Apr 2025 05:10:41 GMT

Yes, email address and password are in both cases correct and accepted. That’s not the issue as described above.

Re: Login / Account issue

spl4sh — Thu, 24 Apr 2025 16:43:17 GMT

Well, if restoring an account without the mobile number is not possible, it should be possible to delete the account since this is a basic requirement under GDPR Art.17 within the EU. What is the best way to do this?