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Error my account

Pelusa21
Community Member

Saturday

the app asked me to log in but when I do via nest - I never get a reset notification email When I try login in via Google account, I get an error message and is asks me to try again.i have rebooted my modem, I have deleted the app and reinstalled it,...

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1 REPLY 1

kcruzgonzalez
Community Specialist
Community Specialist

Tuesday

Hello @Pelusa21,

 

Thank you for posting in the community. I understand you are experiencing an issue where you are unable to log into your account, and the Nest login is failing to send a password reset email, and the Google Account login returns an error, even after you have rebooted your modem and reinstalled the app. I am here to help you access your devices.

Since you've already tried several key steps, we need to gather some specific details and check system-level settings to narrow down the cause of this login failure.

To best follow our troubleshooting process, please provide the following details:

  • Which App & Version: What is the mobile app version of the Nest or Google Home app you are trying to use?
  • Device & OS: What is the make and model of your phone/tablet, and what is the operating system (iOS or Android) version it is running?
  • Account History: Did you ever migrate your original Nest Account to a Google Account?
  • Connectivity: When you encountered the error, were you testing login on Wi-Fi, cellular data, or both? (Please confirm if other apps work normally on this connection.)

Based on the nature of the error, we need to confirm several system settings that can interfere with the app's ability to communicate with our servers:

Step 1: Check System Date and Time

  • Please verify that your phone or tablet's date and time settings are correct and automatically set based on your network. Incorrect time settings can block security certificates and prevent login.

Step 2: Check for App and OS Updates

  • Please go to the Apple App Store or Google Play Store and confirm that you have the absolute latest version of the app you are trying to use.
  • Also, check your phone's general settings to see if there are any available iOS or Android updates for your operating system.

Step 3: Try Another Compatible Device

  • If possible, please try logging into the app on a different compatible phone or tablet, or try logging into the Home for web or Nest web app on a computer. This will help determine if the issue is with your account credentials or your specific phone.

Please provide the answers to the probing questions and attempt the recommended steps. I look forward to your response so we can move toward a solution.

 

Regards,

Kevin

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