This article should be pinned for support.
Problem:
1. User states: They have not used Nest account in a period of time, it also has not been merged with their google account; the user forgot their password, and have changed cellphone number's as well.
The user clicks forgot password, the password reset email is sent and the user then click's the link to reset the password for the non-merged nest account, They are asked to enter in the new password twice and when the user clicks the submit button, they are asked to verify the account with the cellphone number associated to that account. But the user cannot verify because they do not have access to the cellphone number, therefore they are unable to change their password for the non-merged nest account.
The Nest support team cannot access your information to reset your cellphone number to a new number due to privacy concerns. You must create a new account with a new email address, users cannot reuse old email address that has been associated with an account.
2. User states: They want to delete old Nest account. User cannot delete old account because they are unable to reset their password and verify the password because they are unable to access the old cellphone number associated to that account. Therefore you must create a new account.
Note: All accounts that are stuck in this loophole become stale accounts.
