Cannot login to Nest app, do not receive pw reset email

[SOLITUDEbwk]

I am experiencing this exact same issue:
https://www.googlenestcommunity.com/t5/Apps-Account/Cannot-login-to-Nest-app-do-not-receive-pw-reset...

Everything had been working fine up until about a month ago.  I could get into my Nest app and do whatever, and my Alexa worked with my thermostat.

Then I was unable to log into the Nest app.  Alexa still can adjust my thermostat, and the thermostat knows that it's connected to my account.

The error I get is:  Couldn't sign in.  Your email or password may be incorrect.  You may try again.  If you've migrated your account or want to create a new one, sign in with Google.

To my knowledge, I have not migrated my account and am using the Nest login not the Google login.  If I try to re-set the password, I do not receive the reset email to the account I set it up with.  My login credentials are in LastPass so I know they were current when it was working a month ago.

I uninstalled the Nest app and re-installed it.  I've reset the computer and router.  

I am unable to contact Support on their Contact Us page - chat isn't available and I can't get to a phone number to dial (I'm on a desktop without audio) into, and it won't allow me to request a callback.  It wants me to sign in, but it won't accept my signin.

Now what?  How do I reset the password in the Nest app?  Or is there a Customer Support phone number that I can call into?

[Juni]

Hi OLITUDEbwk,

Thanks for reaching out. I’m sorry for the trouble this has caused you, let me help you out. Check out the steps below on how to reset your Nest account password.

1. On the Nest app home screen, tap Settings .
2. Select Account Manage account.
   • Note: If you’re using a Google Account, the app will ask to use “google.com” to sign in. Sign in and follow the steps to change or reset your Google Account password.
3. Tap Account Security Account password.
4. Enter your current password and your new password Save changes.

Regards,

Juni

[Spenblu]

How do I get to this if I can't log into my account.  I keep hitting the send email to reset button, but never get an email.

[EdmondB]

Hey everyone,

I’m sorry for the trouble this has caused you. Let me help you out. If you already tried to sign in by choosing the option Sign in with Nest, have you tried to sign in with Google instead? Some users are not aware that they have already migrated their accounts to Google. Another option here is to add @Nest.com to your email allowlist. If you're using a paid email, you can contact your ISP to learn how to add a domain to the allowlist.

Thanks for the input, @Juni.

I look forward to your response.

Thanks,
Edmond

[SOLITUDEbwk]

I have tried both. The login with google loops you back to the same login screen.

[SOLITUDEbwk]

The password works just fine.

[EdmondB]

Hey everyone,

@SOLITUDEbwk, Thanks for trying. Have you tried to sign in using the webapp?
Please go to https://goo.gle/2qjvVSU and try to sign in. Let me know if you have the same issue.

I look forward to your response.

Thanks,
Edmond

[EdmondB]

Hi there,

Were you able to do the steps above? I'd be glad to hear from you — I'd like to make sure everything is working.

Best,
Edmond

[SOLITUDEbwk]

I've tried the webapp, it just loops back to the login menu regardless of how I try to log in. Works just fine from the mobile app.

[EdmondB]

Hello SOLITUDEbwk,

Thanks for trying, I just want to confirm when you say it works fine in the mobile app. Are you able to access the Nest thermostat on the Nest app or still unable to sign in?

I look forward to your response.

Best,
Edmond

[Markjosephp]

Hey everyone,

Thanks for your assistance here, Edmond.

@SOLITUDEbwk, I don't want to be a nudge, but I'd like to check if you were able to get your account logged in. Feel free to reach back if you still need help.

Regards,

Mark

[SOLITUDEbwk]

Ok, so after multiple attempts, machines, and browsers; it appears to be an issue with the Brave browser I am using. the login accepts my credentials but it just loops back through the sign in process. It works in other browsers and on mobile.

[Markjosephp]

Hello SOLITUDEbwk,

Sounds great! I'm glad to hear it was sorted out. In the meantime, I'd suggest using your phone and other web browsers to access your Nest devices. Also, I will lock the thread within 24 hours unless I can help out with anything else.

Regards,
Mark