Cannot log into nest from one of two devised

[1196679797]

HELP! I cannot access my Nest from one of two identical iPhones. I've tried resetting the password, but it says it's sending a verification code that never arrives. I do not want to change passwords since it still works on one device. Both are updated to the current IOS setting. My next software version is 6.2-27 Display-3.4. What do you advise?

[kcruzgonzalez]

Hi 1196679797,

Thank you for posting in the community. I'm sorry that you're having trouble logging in to your Nest app on one of your iPhone devices. I understand how frustrating this can be. I'm here to help.

Before I begin, I need to ask a few questions for further assistance:

• What model of the Nest device do you have?

• What is the make and model of your iOS device?

• What is the iOS version?

• What is the mobile app version?

• What is your service provider?

• What exactly is the issue you're experiencing with the app?

• When did you first encounter the issue? Does this happen often?

I'll wait for your responses so I can help troubleshoot the problem.

Regards,

Kevin

[1196679797]

kcruzgonzalez Kevin, the model is Display3-4, software version 6.2-27, serial number 09AA01AC41170148 and my phone is an iPhone 15 with the current OS. When I attempt to access Nest, it wants me to validate with a one-time passcode that never arrives. The other identical device works as before, perfectly.

[kcruzgonzalez]

Hi 1196679797,

Thanks for providing the information. Let's get your Nest app working smoothly again.

To help us figure out what's causing the login issue, we'll temporarily turn off 2-step verification. This will help us determine if that's part of the problem.

Here's what to do:

• On a device where your Nest app is currently working, open the app.

• Go to Settings (or tap your profile picture and then Settings if you're using the web).

• Select Account Security.

• Tap on 2-step verification and toggle it off.

Once you've turned it off, please wait about 5 minutes before trying to log in to the Nest app on the device that's having trouble.

Please let me know if you're able to log in successfully after trying these steps. Your update will help us determine the next steps.

Regards,

Kevin

[1196679797]

Kevin,

I cannot get to my profile picture and settings to turn off 2-step verification. My iPhone is a 14 in iOS 18.3.1

What do you suggest?

David

Hi 1196679797,   Thanks for providing the information. Let's get your Nest app working smoothly again. To help us figure out what's causing the login issue, we'll temporarily turn off 2-step verification. This will help us determine if that's part of the problem. Here's what to do: On a device where your Nest app is currently working, open the app. Go to Settings (or tap your profile picture and then Settings if you're using the web). Select Account Security. Tap on 2-step verification and toggle it off. Once you've turned it off, please wait about 5 minutes before trying to log in to the Nest app on the device that's having trouble. Please let me know if you're able to log in successfully after trying these steps. Your update will help us determine the next steps.     Regards, Kevin

[kcruzgonzalez]

Hi 1196679797,

Thanks for providing the information. I understand how frustrating this can be. I'm here to help.

Our specialized team would like to know more about your case and recommend a solution. We would appreciate it if you would fill out this form to contact us and find an answer.
 Feel free to reply to this post when you complete it. We are happy to help you.

Best regards,
Kevin