topic Re: Cannot get into my Nest account in Nest Protect

Cannot get into my Nest account

rramsfield — Fri, 16 Feb 2024 22:50:32 GMT

I am unable to get into my Nest account due to 2 step verification code being sent to a phone # I no longer use or have access to. Reset my protects to factory default, deleted and reinstalled the Nest App but still wants to send verification to old phone number...not sure how I get back in. Surely there is a way a Nest employee can go in and change my phone number? This should not be so difficult given that people change phones and numbers all the time. So frustrating!

Re: Cannot get into my Nest account

MplsCustomer — Fri, 16 Feb 2024 23:09:53 GMT

@rramsfield

Google Nest provides just one way for us customers to change phone numbers when we have 2FA AND have NOT migrated our Nest Account to a Google Account:

"If you plan to get a new phone number and stop using your old one, you should turn off 2-step verification before you deactivate your old line. Then you can turn 2- step notification back on with your new number." [emphasis added]

https://support.google.com/googlenest/answer/9295081?hl=en#zippy=%2Cchange-your-phone-number

If we HAVE migrated our Nest Account to a Google Account, then Google's gmail account recovery processes apply, and they recommend using backup codes, or Google's account recovery form:

https://support.google.com/mail/thread/4883075/how-can-i-change-the-2-factor-authentication-phone-number

Re: Cannot get into my Nest account

Jenelyn_O — Tue, 20 Feb 2024 01:07:55 GMT

Hi folks,

Thanks for your inputs, @MplsCustomer.

@rramsfield, thanks for posting in the Google Nest Community forum. I'd like to check if you were able to find the answer you're looking for from the links shared above. Please let us know if you still have questions in mind, as we'll be willing to further assist you.

Best,

Jenelyn