Cannot log in to nest account

[captainamerica]

Several months ago while I was away from home my connection to my Nest broke for some unknown reason and I could no longer log in.  Now that I am home for the summer and fall, I tried deleting my account and downloading it again from the app store, I tried disconnecting my thermostat from the app and resetting it, I've tried to log in using my google account.  I've even received a notification that Nest is using my google account and I clicked OK.  But I cannot log in.  With "Log in with google account" I get the page to select my google account, I select it, and then I get the spinning circle over the Nest icon and it always stops and says "There was a problem connecting to the Nest service.  Try again in a few minutes."  Needless to say, that never works.  If I try using my Nest account (user name and password), it says "Couldn't sign in; your email or password may be incorrect.  You can try again."  Then a message about migration, which I have not done.  Then it says "Sign in with Google."  I can sign into my google account just fine.  As far as I know my Nest email and password are also correct, but there is no way to check in the app or change the password.  It just goes around in circles and I cannot log in.

[captainamerica]

Oh, when I try to log in using my Nest login and password, the error message appears in a white box and I have to either select "Try again" (doesn't work) or "sign in with google" (doesn't work).  The box sits over the app, and in the app there is a back arrow, and a link "forgot password."  I cannot click these with the box there, but the only way to get rid of the box is to try again or sign in with google.  It is absolutely the worst interface in the history of interfaces.

[mejiacruz]

Hi @captainamerica ,

I understand how frustrating it must be to be unable to access your Nest thermostat after all your troubleshooting efforts. I can assure you we'll work together to get this resolved.

Here's what I can see from your description:

• You lost connection to your Nest thermostat several months ago and haven't been able to log in since.
• You've tried various troubleshooting steps like deleting and reinstalling the app, resetting the thermostat, and logging in with both your Google account and Nest credentials.
• You're receiving a "There was a problem connecting to the Nest service" message when trying to log in with Google.
• Logging in with your Nest email and password results in an "incorrect email or password" message.

It's clear you've put in a lot of effort to fix this yourself. Let's explore an additional option:

1. Check Google Account Migration: You mentioned seeing a message about Nest account migration. It's possible your Nest account needs to be migrated to a Google account. Here's a resource to help: Change or reset your Nest Account password

I apologize for the inconvenience caused by this login issue. I'm here to help you regain control of your Nest thermostat. Please let me know if you have any questions.

Best regards,

Josh