My app on the cell phone is off-line

[Adsheikh]

I have a second generation learning thermostat in my house but recently my app on the cell phone was off-line and it’s been 10 days. I do not know how to get back to online. Appreciate also if you can give me a call centre phone number to get a live agent to talk to

thank you 

adam

[David_K · Accepted solution]

Hi @Adsheikh 

This is expected as Google has ended support for Nest Learning Thermostat (2nd gen) and other models. You should have received an email about this a little while again now with an offer.

End of support for Nest Learning Thermostats (1st & 2nd gen) - Google Nest Help

"Starting October 25, 2025, your device will be unpaired and removed from your Nest app or Home app."

If you still need to contact support, here's how to do that:

1. Go to Contact Us - Google Nest Help.
2. Select a category / product family, and type in a brief description of the issue, then click "Next".
3. Click "Other".
1. If you're signed into your Google account, select the affected device from the dropdown. If you don't see the affected device listed or you're not contacting about a specific device, select "My device is not listed".
2. If you're not signed into your Google account, you won't see the device selection dropdown.
4. Enter the serial number of your device (if applicable), then click "Next step".
1. If you're signed into your Google account and have open cases, you'll see these listed. If you're contacting about a different issue, click "Next step".
2. If you're not signed into your Google account, you won't see this step.
5. Review the available help resources, and if none resolve the issue, click "Next step".
6. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.