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.

[soakman]

I had the same problem. I had to remove the lock from my account. Take the nest lock back off with unscrewing the 2 screws behind the batteries. hold down the blue reset button on the back of the lock while putting the batteries back in to do a factory reset then adding the lock back to my account. problem solved

[Tj7]

A few days ago I added guests but now There is not even the option to do so.  And when I go to “manage Account” it sends me to the Google page 🤷‍♀️  This is crazy

[billcasemi]

Solution for me: Reconnect the Nest Connect still attached to my account.

I tried the factory reset, which completed, but did not solve the issue. Poking around in the Nest app, I saw the “Nest Connect” option under settings, and found two listed there, Looking under “Technical Info”, I saw the last connection time - for one, it was “just now”, and the other was “more than 30 days ago”.  I had at some point unplugged the one Nest Connect, thinking the remaining one would serve, since it is in range of both locks. Interestingly, I was able to do the factory reset and re-add the lock with (I think) the help of the remaining Nest Connect, since I never specified any other settings.

In any event, I reconnected the unplugged Nest Connect, it showed “just now” for the last connection time and PROBLEM SOLVED. I was able to add guests again.

It might be that some functions must occur through the “original” connection… not sure - it might have worked if I removed the disconnected Nest Connect from the account, or maybe that plus re-adding the lock using the other Connect.

In any event, check the status of your Nest Connect and see if all is in order.

[Terri007]

Not sure what happened, but nest app doesn't have 'family and guest' option any longer, so I can't change passcodes or add guests. If I use the website, it does have the 'family and guest' option - but says you have to change or add passcodes through the app.....  Any time I try to go to support, I get the same instructions 'go to 'family and guests' under settings to change passcodes BUT THAT IS NOT ON THE APP ANYMORE!!!! 

[Tj1359]

Not sure why all the craziness with the app/Yale lock but after complaining to Google and on here everything magically showed up on the nest App.  After I set up all of my smart devices again.  Even reset the lock back to factory.  Each time I added a smart device back on I had to remove the “connect”  device and sync it.  Had to take it off, put the doorbell back on, take it off and add the thermostat back on. So on and so forth for each device.  Most ridiculous situation.   If I had to do a new house probably would not use Google Home. 

[James6]

That's been my experience too. There should be ONE app, and it should have all the necessary functionality. Not only would it be nice if the apps actually worked well, but this confusion between the Nest app, the Yale app, the Google Home app... it's ridiculous. And Google, don't tell users to migrate to a new app without mentioning that they will may lose some functionality as a result.

I feel like this problem is so simple, and the features required so basic to an electronic lock, that there is just one way this situation should have been handled, years ago: Google should have made their app have all the necessary functions, reliably. Period.

Users should not have to guess which app to use, or switch back and forth, or reset their locks, or any of this other stuff. Just fix it, like any competent, professional company would when confronted with failings in fundamental functions of their software. 

[MichaelW73]

I had this problem and was able to fix it. I'm my case I had 2 locks and 2 Nest Connect modules. Someone had removed a Nest Connect module. After I realized that I reset the Nest Connect module I had. I remove the one that was gone via the Nest App. Factory reset both Nest Yale Locks, removed both Yale Locks from my Nest App. Then i added the factory reset Nest Connect module. Then i added the two Yale Locks like they were out of the box. Them everything worked.

It's possible that i could have just removed the two Nest Connect modules and factory reset the one and added it back and it possibly could habe worked, but i did the whole thing. As a note, i tried to add a guest in the middle of this process and could not till I had removed both locks. I'd tried after removing only 1 lock. I had to remove the old one from my nest account. With both locks removed i was able to add the first lock and new guests, and then the second lock as normal.

Hope that helps!

[MichaelW73]

Others further down the thread succeeded with different versions of factory resetting. My issue seems to be similar to that of Billcasemi in that i had 1 Nest Connect module that was no longer connected. I'm my Nest App I saw it as not connected for 30 days, the other one was today/just now. In my case my 2nd Nest Connect module had flown the coop, but doing the factory resetting did the trick.

[SNC18]

This is still an issue today- April 30, 2023!

[bpienig]

This is still an issue today- May 15, 2023!

Is there any update on this?  I shouldn't have to use an email to invite a guest to my house.  I'm not going to invite my maintenance guy via email to access my house. Do the engineers even try this stuff out in real life before implementing it???   Let me just add a name, and a pin, and optional expiry to the house for my guest.

This USE TO WORK in the Nest APP, it is now broken beyond believe.  Fix it!