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Can't replace old phone number on Nest account - and can't access account

scottkmoffat
Community Member

Very strange issue.  Been a problem for several years now.  I changed my phone number and cannot access Nest.  I can access everything else Google - no problem.  My current number is correct on Google.  However, Nest is impossible to access (bc it thinks I still have the old number).  It even let me change the password, but it still requires me to enter a 6 digit code from my phone... which is impossible (since it thinks I have access to my old number).

I got a hold of someone in tech support years ago.  I can't make this up: their suggestion was to call my old number and see if the new owner would help me.  What a joke.  I expected a lot more from Google.

So, here I am years later with the same issue... just changed WiFi, so I thought I'd check to see if this issue had resolved.  No luck.  If anyone out there from Google can help me, please do so.

10 REPLIES 10

RXShorty
Gold Product Expert
Gold Product Expert

Hi @scottkmoffat 

There is a page about retreiving your Nest account HERE.

But if that doesn't work maybe worth factory resetting your current setup and connect it to your Google account instead of the old Nest account?

scottkmoffat
Community Member

Thanks for trying to help.  I appreciate it.  Unfortunately, I cannot do anything with the Nest account; it asks for 2-step verification (using my phone #) so matter what I do.  Idiotic.

I tried to set the device up with a Google account, but it didn't work.  Process kept stalling when it tried to scan the QR code.  Not worth wasting more time on this.  I'll just keep using two accounts and refrain from purchasing additional Google Home / Nest products.  Oh well.

Juni
Community Specialist
Community Specialist

Hi folks,

 

scottkmoffat, thanks for reaching out and sorry for the delay. 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. 

 

Thanks for the help here, RXShorty.

 

Regards,

Juni

JimAnderson
Community Member

I could use the help as I have this exact same problem, every time I login with my Gmail. I am told that this is tied to a Nest account. I no longer have the password for my old nest account, so when I try to reset it, it sends a six digit number to an old phone number. I spent like four hours with tech-support two years ago. It didn’t get anywhere! Is there a way I can recover my nest password via my email?? Seems a little ridiculous to require access to an old phone number as the only way to MFA.

Colbyjb
Community Member

Having the same problem today since I no longer have access to my old phone. Google told me to call my old phone carrier to  see if they can get the code what a joke. Why can’t Google send the code to a verified email? I guess my account is gone for good.

Juni
Community Specialist
Community Specialist

Hi folks,

 

I understand and am sorry for the delay. If you are locked out of 2-step verification and there are family members who can access your accounts, you can ask the family member to unpair any devices and pair you to a new home structure that’s set up with a new Owner account.

 

Thanks,

Juni

Tee3
Community Member

I do not have additional people with my account and I’m still locked out. Can you help? 

Juni
Community Specialist
Community Specialist

Hi everyone,

 

Understood. Could you all tell us what Nest products you own?

 

I look forward to your responses.

 

Regards,

Juni

Dan_A
Community Specialist
Community Specialist

Hello everyone,

 

I wanted to follow up and see if you still needed help. Please let me know if you still have any concerns or questions from here, as I would be happy to take a closer look and assist you further.

 

Sincerely,

Dan

Dan_A
Community Specialist
Community Specialist

Hello again,

 

We haven't heard from you in a while, so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.
 

Cheers,

Dan