I can not add guests to my Nest Yale lock

[JohnF]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Mitch Litvak 

After i add a name to the ADD A GUEST part of the app, i get the message: Guest Something went wrong. Please try again.  I have been trying for 2 weeks.

[JohnF]

Hi there, Mitch.

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. This is a known issue at this time. We are still working on a fix. I do not have an ETA for you but I will collect your feedback and send it forward. Thank you for your patience! You can use the Nest web app (home.nest.com) to set the start and end times for your guest passcodes or camera schedules.

-from  Brad C. (Community specialist)

[Granitegaga]

John - I have the same issue.  First of all it knock out all my loaded passcodes at the end of July.  I had to give my manager our personal entry code (not good) so they can access the house for all staff.  I cannot add codes, add guests, or edit codes - HELP!  I have a very important guest this week and need to get this fixed

[RonWMerrill]

I have the same issue.  I can't add guests or modify existing guests.  I have a neighbor that is supposed to watch my dog this weekend and I can't give her access other than giving her my code.  This needs to be fixed.

[rodzbrandon]

Hi Ron do you know if this issue has been resolved?

[Boilerbuzz]

Frankly, this post is NO help to anyone at all.  The website doesn't let you ADD guest codes.  I contacted Google directly.  Turns out that my Nest Connect was not plugged in.  Once that was connected and working fine, I could add guest.  I suggest other people check their Nest Connect to address this issue.

[CarolC]

Well I am glad that worked for you. My nest connect is plugged in. But thanks for making me check to be sure. 
PS. The thread is helpful to me to see that I am not the only one with the issue. Google stinks! 

[Thatbjenkins]

This really stinks. I can't add guests or change passcodes anymore and it's more than a year after this post.

[JJG]

John  I cannot connect my Yale (nest) lock to my phone.  My former manager deleted it from her phone so now I can’t set up codes for workers entering the home.  It appears that someone has stolen the little white (nest connect) how do I tell which nest connect I need ? I see I can buy one on amazon but I am not sure which one is the correct one

[rodzbrandon]

I am having the same issue, has this been resolved?  

[CarolC]

Any clue when this will be resolved?  Having same issue for my air bnb. Can we get an update?? 

[152TR]

Still seems to be an issue. Has anyone worked it out?

[152TR]

Does anyone from Google Nest monitor this feed to provide help

[JennyLee]

I have the same issue, has anyone gotten assistance? Or have a number to call?

[CarolC]

No one has replied to help either!!!  Frustrating!  Thinking about replacing it with a company that keeps their stuff working! Anyone have any suggestions?

[Hang]

Same issue with me and can’t get a response, wow. Can you say class action lawsuit!

[rodzbrandon]

mine is now fixed. I did a hard reset on the device, uninstalled the app, added it back as a new lock. Such a headache. And it didn’t actually work until I gave up and tried it remotely as opposed to being on the same signal. 

[dancindeb1525]

I have 3 properties, 2 of them still working fine, but my home nest won't allow me to see guest passcodes, add a guest or change their code.  What's the status on this problem.

[Boilerbuzz]

My issue was resolved by resetting my nest hub.  

[Dvh14]

I have the same issue on iOS specifically.  I tried resetting lock to factory conditions and resetting.  Nothing worked.  I called Nest support and they said this is a known issue since July 2021. There’s an internal case about this they were referring to.  Support told me likely workaround is to use Android device but I only have iOS devices.  (Go figure they would suggest me to use Android huh?).   They also have no ETA in the fix.   It’s disappointing google has not been able to fix this issue for 6 months and that the only potential workaround is to buy an android device or a new lock from a different company.

[Boilerbuzz]

Do you have a Nest hub?  Is it in range of your lock?  Shouldn’t matter if it’s iOS. The tech you talked to was not very good at their job.  

[Dvh14]

I do not have a nest hub unfortunately.    I will try an Android device and see if that works.   

[Boilerbuzz]

Good luck.  

[Dvh14]

Good news, i was able to fix the issue.  

The issue is that I also have the Nest Guard (The Nest Alarm Pad), and i had unplugged that 3 months ago.  Apparently, Nest Yale lock needs the Nest Guard on in order to add/remove guests, change passwords, or see existing passwords.    If you have both, they are dependent on each other for some reason even though technically they can work independently.  Once i plugged in the Nest Guard again and connected it to my Nest App, everything started working.  

On another note, the issue was not iOS specific, i got an Android device and it wasn't working for Android either.   Also some bonus information about about Nest App on Android.  The Nest App on Android authenticates you by directing you to login through the 'default' browser on the device.  My 'default' browser was 'Samsung Internet' Browser and for whatever reason, that will not allow you to login.  once i changed my default browser on the device to Google Chrome, i was able to log into the Nest App.  

[Smokyhill]

Still doesn’t work… 

mine does it too and it goes offline sometimes too

[Boilerbuzz]

yep.  So the Nest Guard serves the same function as a the Nest Hub. That’s VERY good information and I’m sure it will help a lot of people.  Thank you for the update.  

[sagebutter]

What if I have neither the Hub or Guard? How do I go about adding guests/passcodes?? 

[Dvh14]

What issue are you having?  Did you try to contact support?  

[Tj7]

I use the Nest App for adding, deleting people and setting access time limits.  

[James6]

This is amazing. Such a basic function, and one of the reasons to have an electronic lock, and they haven’t fixed this and aren’t even replying? It’s well into 2022 now. This issue is 9 months old. I still can’t add guests from iOS. I don’t HAVE Android to try (what a ridiculous work-around, which sounds like it doesn’t actually work). And why can’t the web site do this?

Fix it!

[James7]

Turns out that this worked on my iPad, just not on my iPhone. That makes me suspect corruption. I know uninstall/reinstall has already been suggested, but I'm guessing that is what will work for me,

[Jmom6]

Google Nest this is such BS. We should not have bought a second after having problems with our first, but my husband wanted to keep everything the same, since we use nest thermostats etc. FIX THIS OR REFUND What we’ve overpaid for. Otherwise I’ll go back to use a good old key since you can’t figure out something that worked so well before Google took over. I cannot add a guest and need to!  I don’t have nest guard, I reinstalled nest and app. My husband can add sometimes but sometimes he gets error. And I always get the error something went wrong. What gives?!? And you’re not even responding to the many people complaining about this!!!

[James6]

I’m sorry you are having such problems.  In the end, it was something simple like rebooting the lock, that worked for me. I’m guessing that won’t work for you.

 I do not understand why google took over most, but not all, of the Yale/Nest functions. If they would just add guest codes to their main interface so we didn’t have to bounce back and forth between Google Home and Yale/Nest, this would all be solved.

Poor business plan. Guess it wasn’t as lucrative as they had hoped so they just stopped doing much coding (after saying how great it would be if you migrate your account to Google).

[Jmom6]

Yes absolutely. And the worst part is they said “if you chose to migrate your account it will be permanent and not reversible” 

I haven’t seen any improvements and we’ve been with nest for years 

[jpdevries]

I’ve been unable to add a guest for over two years now. We know it’s a known issue. This is truly deplorable and not the first time I’ve experienced such a lack of a accountability from Google. 

[James6]

So basically, don’t buy Nest anymore, because Google isn’t going to support it.

That’s not just me saying that. I did a bit of searching and Google semi-recently committed to:

‘supporting all Google Nest products with "critical bug fixes and patches" for at least five years.’ (https://arstechnica.com/gadgets/2021/06/google-commits-to-supporting-nest-smart-home-devices-for-5-y...)

OK. “Critical bug fixes and patches” (only) is another way of saying “forget about new features.”

So Nest is done. Yet they are still selling it to people.

Anybody remember the days when Google’s motto was “Don’t be evil”? Ironic?

The Nest communication infrastructure is open source. Maybe someone else will make some software for all the Nest users that have been left hanging:

https://openweave.io/#:~:text=OpenWeave%20is%20an%20open%2Dsource,solution%20for%20low%2Dpowered%20d....

[jpdevries]

Yes. My concern is they aren’t even committed to critical fixes. How am I supposed to let a house sitter in? 

[Jmom6]

I think they need a class action lawsuit to get this fixed 

[Tj1359]

At some point yesterday afternoon all of a sudden on my Nest App there it was. My lock and my thermostat.  Add family and guest and set a schedule for my thermostat.  But I gave feedback twice and then the post.  Ridiculous!  

[James6]

I think a “critical fix” is a security or stability problem. It’s not adding a new feature, even if we deem that feature critical.