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

Community Member
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?

Community Member

Never mind.  ID Ten T error.  Account had been migrated from Nest to Google account.  Tech Support called me and it was fixed in minutes.

Community Specialist
Community Specialist

Hey there PerryLowell,

I apologize for the late response, and thank you for being patient! I'm glad that you were able to get this login issue resolved. In that case, do you have any other questions that I can address?

I look forward to your response, and if you have any other questions or concerns for me, please let me know. Otherwise, I'll go ahead and lock this thread in 24 hours.

Best regards,