topic Re: Cannot log in to existing account in Nest Protect

Cannot log in to existing account

Debs0 — Sun, 06 Oct 2024 14:06:46 GMT

My partner knows login details but 2step verification sends to his old non existent phone, unable to get past this, any help is welcome.

Re: Cannot log in to existing account

MplsCustomer — Sun, 06 Oct 2024 17:58:10 GMT

@Debs0

Unfortunately, the only help that is available is this Help topic, with a link to calling or contacting a specialist, but if you do not have access to the phone used for 2-factor authentication, they may not be able to help you:

https://support.google.com/googlenest/answer/10371718

One of the limitations of 2-factor authentication is that, when changing phone numbers, you need to temporarily turn off 2FA before changing your phone number, and then turn it back on after you have your new phone number.

Re: Cannot log in to existing account

DeveshUpadhyay — Mon, 07 Oct 2024 08:53:54 GMT

Sir, I have the access to the phone and same recovery phone number but another OTP is going to the same gmail account which I have to access so what should I do now?

Re: Cannot log in to existing account

MplsCustomer — Mon, 07 Oct 2024 13:43:47 GMT

@DeveshUpadhyay

I'm just another Google Nest customer, and am not even sure I follow what's happening in your case.

All I can suggest is to see the Google Account Recovery page:

https://support.google.com/accounts/answer/7682439

Re: Cannot log in to existing account

Debs0 — Mon, 07 Oct 2024 14:02:10 GMT

Thank you for the reply, 2fa us something that never crossed our/his mind when phone gave up, sim has I believe been taken out, unsure if used again. I'll ask him to contact the specialist.