Can’t connect to nest app

[Sian1]

network error. Nest app had trouble communicating. Try again later. 

App won’t even allow me to change the password. 

Any advise?

(I Only have cameras if that makes a difference.)

[Juni]

Hi Sian1,

Thanks for reaching out. I know how it feels when something isn’t working as it should. Are you using Android or iOS? When did it begin? Were there any recent changes made? Also, what steps have you taken so far?

You can reinstall the app and observe if it makes a difference. Using another phone can also help isolate this.

Regards,

Juni

[Sian1]

HI Juni... thanks for the reply... I am using an iphone 13pro (same phone I have always had). Issue began last friday. Nothing was changed... went on the app on the thursday night without an issue. Friday night I realised I was signed out the app which was strange. Put in my password and it was not recognised. Thought maybe I was remembering it wrong and tried to change it and i keep getting an error message (see below).

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." 

It has been over 24 hours of trying and the same error message. 

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 desktop is up to date. It is. Tried to sign on with both. Same error message.

I finally stopped trying to change the password on Saturday and tried again on Monday. Same error message. 

[Juni]

Hi there,

Thanks for the details you’ve shared. Are you using a regular Gmail or a workspace account? Try to use the website to change the password. See the steps below:

1. Visit https://goo.gle/2qjvVSU.
2. Tap Sign in with Nest Forgot Password.
3. Enter your email address Reset password.
4. You’ll receive an email to reset your password. 

If you've enabled 2-step verification, you’ll need to verify your account to reset your password. 

If you don't get the password reset email:

• Double check that you entered the email address that you used to sign up for your account. 
• Double check that you use a Nest Account, not a Google Account. 
• Check your spam email folder. 
• Try requesting the reset password email again

Best,

Juni