Caller does not have permission

[JennyBean]

I’m struggling to set up Google Nest thermostat.  Followed all instructions but got blocked by “the caller does not have permission”.  What can I do?

[MplsCustomer]

@JennyBean 

Some customers in this forum have reported getting this error when trying to use a Google Workspace account, and had to use a personal gmail account instead. Another customer encountered this error when logged into more than one Google Account on their phone.

[Rusell · Accepted solution]

Hi JennyBean,

Thanks for posting in the community. I understand that you're unable to add the Nest Thermostat for an error message “The caller does not have permission”. 

For now, I'd like to ask a few questions below:

• Is this your first time adding the Nest device to the Google Home app or the Nest app?
• What kind of generation of the Nest Thermostat do you have? 
  • Take a look at this article: How to tell which Nest thermostat you have - Google Nest Help

Normally, this error message appears when the account isn't a personal email, business email or emails that  don't work with Google. Therefore, we comment to you to use Gmail. 

@MplsCustomer thank you for your help and effort.

If you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!
 

Best regards,

Rusell.

[michaelparks]

I am trying to connect my Google Nest Thermostat 4th Gen to my Google Home app, but I'm getting “The caller does not have permission” error.  

I'm using my personal Google account that is email  and don't understand why it's not taking it.  

Can you help?  Its cold here without the thermostat working.

[Rusell]

Hi Michaelparks,

Thank you for your update. I appreciated the information you shared and i apologize for any inconvenience caused. 

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Be sure to submit the following relevant information:

• Community Thread
• Community Username

Keep me posted.

Best regards,

Rusell.

[michaelparks]

Just finished it

[Rusell]

Hi Michaelparks,

Thank you for your response. I'm sorry for this but it seems we haven't received your submission yet. Could you please try submitting it again?.

Be sure to submit the following relevant information:

• Community Thread
• Community Username
• Email address

Keep me posted.

Best regards,

Rusell.

[284park]

I too, am listed as admin but get denied permission 

[Rusell]

Hi 284park,

Thank you for your response. For now, we're getting some inconvenience with the form therefore i'd like to share with you this new link Contact Us - Google Nest Help. Please fill out the information then you'll get a call to someone else will continue to assist you.

If you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!

Best regards,

Rusell.

[EricWilliams]

Hello. I am also getting the "The caller does not have permission" message when attempting to add a 4th Gen Google Nest Thermostat. Please help.

[Rusell]

Hi EricWilliams,

Thank you for reaching out to the community. I understand that you're getting an error code "the caller does not have permission" and this appears when you're doing the set up process. I'm happy to help you! 

As I mentioned before, this error message usually indicates that the email that you're using isn't compatible with our system. We recommend you to use Gmail. 

If you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!

Best regards,

Rusell.

[EricWilliams]

I am using a google account, but it is not gmail. Is there a way that I can use my existing account? I would prefer not to create a separate account just for this purpose.

[Rusell]

Hi EricWilliams,

Thank you for the response. I appreciated the information provided but as I mentioned earlier, this error message appears when the account isn't a personal email, business email. To resolve this, we advise you to use a Gmail therefore you need to create a Gmail account. 

We're always looking for ways to improve and will take this DSCC Feedback Form.

If you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!

Best regards,

Rusell.