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Can't log in due to wrong phone number on 2-step verification

davidrempel
Community Member

I am trying to log into the Nest app to control the Nest thermostats in 2 places.  The 2-step verification is using a phone number I don't recognize.  Maybe an old one of mine.

4 REPLIES 4

MplsCustomer
Bronze
Bronze

@davidrempel 

Ouch!

Unfortunately, if you did not update the phone number used in 2-step verification BEFORE changing yur phone number, your options may be limited. In the Help topic below, under "Troubleshoot 2-step verification", under "If you can't access your phone number or your email where we sent the verification code to", they suggest trying to get temporary access to your old phone number, and they then say this:

"If you can’t regain access to your phone number or email after contacting their support, you’ll have to factory reset your Nest products, and then add them to a new account. Note: You’ll have to re-invite people to share access to your home in your new account, and you’ll lose any video history and device settings information."

https://support.google.com/googlenest/answer/9295081?hl=en&sjid=13413436139186956473-NA#zippy=%2Ccha...

You could try contacting Support using the link and instructions in the post below, but I don't think they can just bypass your 2-step verification.  But see what they CAN do.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

Jenelyn_O
Community Specialist
Community Specialist

Hi folks,

 

@davidrempel, thanks for reaching out. I'm sorry for the delay. I just want to check if you managed to see the response above. Were you able to visit the link that has been provided and get in touch with our support? 

 

I appreciate the input, @MplsCustomer.

 

Best,

Jenelyn

davidrempel
Community Member

Thanks for the advice.  You were correct.  Support could not solve the problem.

Jenelyn_O
Community Specialist
Community Specialist

Hi davidrempel,

 

I'm sorry to hear that. I'd like to review your case. Could you please provide your case ID number, so I can check it further? 

 

Thanks,

Jenelyn