Can’t change password

[Sian1]

Can’t remember my password.

Tried to change it.

Got the email notification to change it but everytime I try it states, “oops we encountered an error please try again”. 

any advise? 

[Juni]

Hi Slan1,

Thanks for posting here in the Google Nest Community. Give our friends at the Google Account Help Community a shout. They're best equipped to help you with your Google account concerns. Check out the link below.

Google Account Help Community

Regards,

Juni

[Sian1]

I have not migrated to google and am still using the nest app. I also do not see where I can post in "google nest community" and ask the question.

[EdmondB]

Hello Sian1, 

I’m sorry you have to go through this. Let me help you out. Just to check: Do you select Sign in with Nest instead of Sign in with Google on the Sign in page? Have you tried using the web app https://goo.gle/2qjvVSU to sign in or change the password? What Nest devices do you have on your Nest account? 

Thanks for the help, @Juni.

I look forward to your response.

Best,
Edmond

[Sian1]

Hi EdmundB...  

I sign in with Nest. I have not migrated to google and remain on the nest app. 

I have tried to sign in on my Nest app and on the website (as you noted in the link).

I only  have indoor and outdoor nest cameras.

One week ago, I went to sign on and realised the app had signed me out (I have face recognition and that was not working)... and I do not remember my password. 

I have followed the links to change my password. 

I have received the email link to change the password. 

I enter the new password (have also tried many different ones) and every time I hit enter I get an error message "oops! We encountered an error. Please try again." 

This is only happening with this one particular email as I have another email address and signed up on the nest app with it, then changed the password to test it and it worked fine to change the password. Issue is I cannot register all my cameras on this email as the serial numbers are linked to the other email.

Other things I have tried:

- Made sure the nest app is up to date. It is.

- Deleted the nest app and reinstalled. Did not help.

- Made sure my phone and computer desktop is up to date. It is. Tried to sign on with both. Same error message.

Since Monday the 16th I stopped trying to sign on and change the password and unplugged all the cameras as I was told that would remove them from the old account and I could start over. I just tried and that has not worked as they are still assigned to the old acount.

I am going nuts at this point. If I could delete that whole old account and start fresh signing on with a new email address and adding all the cameras back individually to that email address I would. I just do not know how to get that done at this point.

[EdmondB]

Hi there! 

Thanks for trying and for the information that you provided. Actually, there is a way to connect your camera to a new account without deleting your old Nest account. For transferring a Nest Camera from the Nest app to a new account, you need to disconnect it from the power outlet for 48 hours, and after that, you need to connect it to a different WiFi network. Try changing your WiFi network name and password, or turn off your WiFi router and use a mobile hotspot instead. Once you connect the camera to the mobile hotspot, you can update the WiFi information on the Nest app.

Here are the steps to update the WiFi using the Nest app: 
 

1. On the Nest app home screen, tap Settings .
2. Select Home info  Home Wi-Fi help.
3. Select the offline camera.
4. Tap Start.
5. Tap Update settings and follow the on-screen prompt.

Regards,

Edmond