topic Re: Password reset email not working in Cameras and Doorbells

Password reset email not working

Haley83 — Fri, 27 Oct 2023 18:31:26 GMT

Today I found myself logged out of Nest even though I did not log myself out. Now my password that I've saved in my phone and browser and has been the same since 2018 is no longer working. When I attempt a password reset I never receive the email. I have checked my spam, updates, promotions etc. folders. I have a google email address. I was receiving emails from Nest up until October 17th of this year. I have an unmigrated Nest account, I am trying to sign in with Nest, not Google.

Re: Password reset email not working

MplsCustomer — Fri, 27 Oct 2023 19:27:45 GMT

@Haley83

As just another Google Nest customer, I would suggest that you contact Support, using the link and instructions in the post below, to help sort out what's really going on in your situation.

From time to time, we've gotten logged out of the Google Nest app, but if you're logging back on with the same email account and password you were using previously, there should no reason for it not to work unless you also have 2-factor authentication turned on and that authentication is going to a phone number you no longer have access to.

Your post says you have an unmigrated Nest Account, but your post also says you have a "Nest Doorbell (wired Gen 2), which can only be installed in the Google Home app; I don't think both can be possible. Also, I think there are very few customers who have "a Google email address" (a gmail address???) on an unmigrated Nest Account. Do you by any chance have a Google workspace account? Maybe Google Nest is doing something with those on unmigrated Nest Accounts.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quot-page-to-contact-Support/td-p/455391

Re: Password reset email not working

EdmondB — Mon, 30 Oct 2023 19:35:46 GMT

Hello Haley83,

I'd like to jump in here and check if you've seen MplsCustomer's response. Let us know if you need more help by replying to this thread.

I appreciate the help, @MplsCustomer.

Best,
Edmond

Re: Password reset email not working

Haley83 — Tue, 31 Oct 2023 11:46:26 GMT

I had an unmigrated account. The doorbell might be version 1 I'm honestly not sure but I've never used or even downloaded the Google Home app. I had the log in book marked on my computer and it's through Nest.

Doesn't matter anyway. I got sick of not being able to control my heat or camera for Five days straight and factory reset everything then re-added it to a new gmail account to make a new Nest account (still not migrated).

Re: Password reset email not working

EdmondB — Wed, 01 Nov 2023 00:41:56 GMT

Hi there,

I’m sorry if you have been having issues signing back in with your original Nest account. Actually, the step that you took to connect to a different Nest account is one of our last options if you cannot reset your password or have issues with the 2-step verification with the original Nest account. However, if you have been paying for a Nest Aware subscription on your old account, the Nest Doorbell on the new account will not get 24/7 recording unless you are on trial with Nest Aware. If you have an active Nest aware subscription on your old account and want to cancel, here is a link. Manage your Nest Aware subscription on the Google Store.

Let me know if you have additional questions.

Best,

Edmond