Nest 2nd Step verification old phone number

[jerseyjokes]

I converted my Nest account to over to google a while back.  Apparently my old cell number was still attached to my old Nest account.  When I'm trying to sign into the Nest app on Apple TV during the 2nd verification step it's asking for a code sent to my old number.  I've linked from my phone app and looked everywhere in my google accounts and my new correct number is there.  The old number isn't anywhere to be found, but I can't get in because I don't have access to that old number.  Any idea how I can bypass that 2nd verification?  I tried signing into Nest on my pc using my the old Nest account, and of course there it's also asking for a 2nd verification using the outdated cell number.  HELP!

[janthadeus]

Hi jerseyjokes,

Thanks for reaching out! Let's get this sorted. 

A few questions:

Have you tried to contact your phone provider to check if you can retrieve your old phone number? Also, do you have a family member who can remove your Nest devices(Cameras, Doorbell, Thermostat etc.) from your account? 

Let me know how it goes.

Thanks,

JT

[janthadeus]

Hi jerseyjokes,

Just checking in to make sure that you saw my response. I'll be locking this thread if we won't hear back from you again 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. 

Thanks,
JT

[jerseyjokes]

Sprint couldn’t help with the number and it’s only my email tied to the account.  I updated all my info with google but my old number with nest isn’t changed.  Is there no way to update that info?  Seems like a pretty poor migration of accounts if that number is locked to my nest account. 

[janthadeus]

Hi jerseyjokes, 

I'm sorry to know that but thanks for giving me some updates on this. The 2 step verification serves as an extra layer to our Nest account, if the phone number that's linked to it is no longer available we can't access the account. What we can do is to create a new Nest account and set up our Nest devices. You can check the article: Create a new account to use the Nest app.

Thanks,

JT

[aatienza]

Hey jerseyjokes,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 

I appreciate the help, JT.
 

Thanks,

Archie

[aatienza]

Hey jerseyjokes,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie

[jerseyjokes]

Nothing else.  I’ve been locked out of updating my account because I was forced into changing to my google account and the old phone number can’t be changed anymore.  I don’t want to go through the effort of starting all over with another account. It was poor conversion from nest to google accounts that the number I have with google doesn’t work for nest 2 step verification. 

[aatienza]

Hey jerseyjokes,

We hear you. Our team is working hard to deliver the best experience for our users — we'll take this as feedback. Keep your eye on the Google Nest Community page https://goo.gle/2JvnMRy for any updates. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Check out this link on how to file feedback.

Thanks,

Archie