Can’t get past the login page

[Roths75]

I have deleted the app and added it back many times. I've been removed from our "home" and been added back. I can sign in with my google account on my partners phone, but when I download the Nest app and attempt to login on mine, it will not let me past the sign in page "Choose an account to continue to Nest".

I can tap on my name and gmail address, which highlights it, but it will not let me sign in to the Nest app with my Google account information, it just keeps staying on the login page. Not even an error message.  Same occurs when I make chrome my default browser.

Please help.

[Juni]

Hi Roths75,

Thanks for posting here in the Google Nest Community.
 

This is not the experience that we wanted you to have, let me help you out. You can try to uninstall and reinstall the Google Home app and see if it will make a difference. To further isolate the issue try to use another mobile phone. 

Let me know how it goes.

Thanks,

Juni

[Roths75]

Hey, yeah I tried the uninstall/install both the Google Home app and Nest app and that didn't work.  It works on my partners phone and I can login on his with my account but on my phone (same iOS and app updates) I can't get past the Nest app login page for neither my nor his Google account. Really frustrating!

[Juni]

Hi there,

Thanks for the response. Since the issue is isolated to just your phone, what you can do is, do a full reset to it, but this will put it back to its default setting. You can contact Apple support if there is something that they can help us out with before you reset your phone.

Keep me posted.

Regards,

Juni

[Roths75]

Ok so I did this yesterday and went to Apple Genius Bar, they did a complete wipe and reset and I’m still having the same issue. 

I even get the auto email that says Nest has given my Google account access…although in reality it just loops back to the login page. 

I can’t use any of the Nest installed products as it stands 

[janthadeus]

Hey folks,

I appreciate your patience here. I’m sorry you’re having trouble with this. No worries, we’ll sort this out — a few questions: is your iOS version up to date? What’s the model of your iOS device? When did you first notice the issue? Also, is your account a legacy (sign in with Nest) or migrated account (sign in with Google)?

Here are some troubleshooting steps you can try:

• If signing in with Nest doesn’t work for you, try signing in with Google then choose your Google Account. 
• Check for software updates on your phone. Obsolete OS versions may break some app functionality.
• Switch your connection from Wi-Fi to cellular data then try signing in again to your Nest app.
• Restart your phone. Turn it off for 60 seconds. Then, turn it on.
• Try another device if your Nest app works with no issues.

Let me know how it goes.

I appreciate your help here, Juni.

Thanks,

JT

[aatienza]

Hey folks,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

I appreciate the help here, Juni and JT.

Thanks,

Archie

[Roths75]

Hi JT,

Ok so I’m on an iPhone 13 Pro with iOS up to date 16.1.1

Bit of history - I previously had a Nest account with our old flat, I had the Nest app (no Google home) and used the app to control the thermostat. The account was with my gmail account. Then we moved out and I deleted the home from my account. Several months later, my boyfriend set up a Nest account for our new home and invited me to join. (During this period I had a new phone) I tried to login and had issues migrating my account to a Google account (it just kept saying there was an error). I called Google, they helped me sort it by migrating my account from Nest to Google on my boyfriends’ phone as it just wasn’t working on mine. The migration was successful in the sense that I could use my boyfriends phone - but I couldn’t use his account nor mine on my phone. I then went to Apple and they did all the wiping and resetting and that worked once and I was able to login. But when I tried a second time I had exactly the same issue looping back to the sign in page.
Google login is working on my other apps that need it ie. Spendesk.

Hope that helps and you’re able to help!

Bri

[janthadeus]

Hey Roths75,

Thanks for sharing the information with us. We’d like to check this further— could you fill out this form and let me know once you’re done?

Thanks for chiming in, Archie.

Best,

JT

[janthadeus]

Hi there,

We haven't received your form. Were you able to fill it out? Do you still need help?

Thanks,

JT

[janthadeus]

Hey there,

I'm checking back in to see if you are able to fill out the form. If not, please do so, so we can assist you further with your concern.

Regards,

JT

[Roths75]

I've filled out the form - thanks!

[Jeran]

Hey Roths75,

Thank you for filling out that form! You should have someone from Google Nest Support reach out to you via e-mail. In the meantime, do you have any more questions that we can address? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran