Cannot login to Nest app to add Thermostat

[TomP1]

I am trying to add a 3rd gen Nest Learning Thermostat. I can login to the website on a computer, but when I try to login to the Nest app on my Samsung S22 Ultra or iPad Pro, I get this error:

 There was a problem connecting to the Nest service. Try again in a few minutes.

I tried using the Google Home app, but that does not work using the QR Code or Key. The QR code generates an error that it could not start pairing and the key option will not bring up the serial number of the thermostat.

The thermostat has been updated to the latest software. Initially I was able to login to the Nest app, but in trying to get this configured it stopped working. I've had to factory reset the thermostat several times because it would show connected, but not show up in the app.

This is very frustrating and the lack of phone or chat support just makes it worse.

Reinstalling the app did not work on Android or iPad.

[David_K]

Do you have any proxy, VPN, security software installed on your phones that could be interfering with the connection? If so, try disabling or uninstalling those, close and re-open the Nest app, then try to sign in again. You could also try using cellular, instead of Wi-Fi, to see if that helps.

As an aside, Nest Learning Thermostat can only be setup in the Nest app, you won't be able use the Home app for setup of the device.

[TomP1]

Neither device have any VPNs or proxies. I am certain it is something wrong with the account because I am able to create a new account on Nest and login.

[David_K]

How strange. I also see you mentioned you can login successfully in a web browser. 

Did you try uninstalling the Nest app and install it again?

[TomP1]

Yes, mentioned that in my original post. Is there a way to delete my Nest account? All of the methods I can find online only work before the Nest accounts switched to Google authentication.

[David_K]

I assume that means you migrated your Nest account to a Google account? 

[TomP1]

I don't recall for sure, but I think this account was created after the migration to Google accounts.

Does Nest have a support department? How can I get my account reset?

[David_K]

Sure does if you'd prefer that. Head here:

Contact Us - Google Nest Help

Select Thermostats > enter a one line summary > Next > Other > Next step > Next step > Next step, then choose to get a call, call support, or start a support chat, as available in your country.

All the best,
David

[TomP1]

Thank you for your help! After contacting support, they've determined it is a problem on their end and are working on resolving it.

[Jeff]

I'm happy to see you got in touch with support and they're working with you TomP1. Hopefully you'll be able to resolve that as they take over troubleshooting from there. I'll check back in a few days to see if things worked out, but if anything comes up, feel free to share it here.

Thanks,

Jeff

[TomP1]

It took a two days, but yes, they fixed the account and I was able to login.

[Jeff]

That's great, TomP1. Before I mark this as resolved for you, I did want to see if you needed anything else. If you're all set or need anything more, just let me know.

Thanks,
Jeff

[Dan_A]

Hello everyone,

As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Best,

Dan