topic Re: Logging in to account in Nest Protect

Logging in to account

GregTim — Fri, 03 Feb 2023 11:02:41 GMT

Hello,

Trying to log into account. Unfortunately it wants to verify it’s me by sending a code to an email address I no longer have access to or can gain access to. Sold our business and emails no longer exists.

Anyway around this??

Thanks

Re: Logging in to account

aatienza — Thu, 09 Feb 2023 23:54:12 GMT

Hey GregTim,

Thanks for reaching out. If you can't access your phone number or your email where we sent the verification code to. Here's the suggested steps that you could try.

Contact your phone or email service provider’s support for help regaining access to your phone number or email account. For instance, if you can’t remember your email account’s password, you should be able to reset the password on your email provider’s website and then access your email account to view the email we sent to you.
If you can’t regain access to your phone number or email after contacting their support, you’ll have to factory reset your Nest products, and then add them to a new account. Note: You’ll have to re-invite people to share access to your home in your new account, and you’ll lose any video history and device settings information.

Thanks,

Archie

Re: Logging in to account

Markjosephp — Mon, 13 Feb 2023 20:43:21 GMT

Hey there,

Thanks for helping, Archie.

@GregTim, I'm checking back in. Were you able to do the steps above? I'd be glad to hear from you — we'd like to make sure everything is working.

Regards,

Mark

Re: Logging in to account

Markjosephp — Wed, 15 Feb 2023 20:59:55 GMT

Hi GregTim,

I'm checking in to make sure that you've seen our response. Please let us know if you have any additional questions or concerns before we lock this thread in 24 hours.

Thanks,

Mark

Re: Logging in to account

GregTim — Thu, 16 Feb 2023 17:49:29 GMT

Hi Mark,

thanks for you message.

unfortunately I have no way of gaining access to my old email as my business has been sold.

I have factory rest the unit but the issue now is it will not connect to my router!

Re: Logging in to account

Markjosephp — Thu, 16 Feb 2023 19:02:24 GMT

Hello there,

Thanks for getting back to us, @GregTim. I appreciate your effort in resetting your thermostat to default and try adding it to your new email account. Let's get your thermostat back online!

Before you get started, make sure that you're already logged in to the app with your new email account. Once done, please follow these steps to reconnect:

On your actual thermostat. Go to Settings > Reset > Account Connection > Reset.
Once ready, go back to Settings > Network.
1. Reconnect it manually to your Wi-Fi network.
Proceed by adding it back to the Nest app by selecting the Nest App option on your thermostat settings.

Let me know how it goes.

Regards,

Mark

Re: Logging in to account

GregTim — Sat, 18 Feb 2023 12:29:25 GMT

Hi,

Appreciate the help!
It’s a nest protect smoke detector that I cannot connect to my WiFi not a thermostat.

thanks

Re: Logging in to account

EmersonB — Wed, 22 Feb 2023 22:02:01 GMT

Hi everyone,

@GregTim we appreciate you clarifying your concern. We would suggest you perform a reset to your Nest Protect. Remove it from your Nest app and add it back. Nest Protect can only connect to a 2.4GHz Wi-Fi network and can only be set up or controlled with the Nest app. Make sure it's near your Wi-Fi router and has a pulsing blue light indicating that it's ready to be connected.

Steps to reset your Nest Protect:

You need physical access to your Nest Protect to restore it to its factory default settings. You cannot erase Nest Protect’s settings with the app.
Press and hold your Nest Protect’s button. It will chime and glow blue. Continue holding the button down.
Release the button when your Nest Protect starts to say its version number.
Your Nest Protect will start a verbal countdown and tell you it’s deleting all your settings.
To cancel the factory reset, press Nest Protect’s button again during the countdown.
After a few seconds your Nest Protect will reset to its factory default settings. You can then go through setup with the app and add it to an account again.

Let us know how it goes.

I appreciate the help, Archie and Mark.

Regards,

Emerson

Re: Logging in to account

EmersonB — Sat, 25 Feb 2023 23:03:59 GMT

Hey GregTim,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest account? Were you able to read the information and check the link I've shared? Also, were you able to perform the steps I’m suggesting? We'd be glad to hear from you.

Thanks,
Emerson

Re: Logging in to account

Jake — Thu, 02 Mar 2023 20:05:04 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