Nest App - Not able to log in as my two-factor phone number linked is an old number

[JasonY]

Hi,

I am really struggling to find an easy way to login into my Nest App as I bought a new Nest Video Doorbell and need to get it set up ASAP. I have reviewed numerous threads but I am unable to find a solution.

I had a nest doorbell when I lived in Canada and my two-factor authentication is connected to my old phone number which I don't have access to anymore. I just purchased a new video doorbell in the US as I live down here now and have a new phone number.

Can you PLEASE help me find a way to log in so I can get set up ASAP?

Thank you

Jason Young

[Juni]

Hi JasonY,

Thanks for posting here in the Google Nest Community.

That certainly hasn’t been easy for you. Let’s check your options. A few things: is the doorbell in Canada still working? Do you have a Nest aware subscription at the moment to your current Nest account? If not, you can create a new account instead and set up your Nest doorbell using that new account.

Looking forward to your response.

Regards

Juni

[Juni]

Hi there,

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.

Thanks,

Juni

[JasonY]

Hi, I don't have the nest doorbell I used in Canada. I bought a new one here in the US when I moved here. I used to subscribe to nest aware when I had the doorbell in Canada. Currently, we have a Nest thermostat which we bought here in the US but I can't login to the app as I don't have the phone # the text is going to for 2 factor authentication.

How can I log in to my Nest when I don't have the phone # that the text si going to for Two factor Authentication?

Thanks, Jason

[Juni]

Hello there JasonY,

Thanks for the details you provided. Since you don’t have access to the other phone number anymore, there is still a way and this requires you to contact your old mobile service provider and check if they can maybe be able to move your old phone number to a new phone, and there you can receive 2-step verification codes. Once you get access to the registered phone number for 2-step verification, then you can change it to your new number. You also have the option to just set up a new Nest account using your new phone number as an alternative.

Keep me posted.

Thanks,

Juni

[JasonY]

Hi,

My old provider won't have anything to move over as I switched numbers 1.5 years ago when I moved. How can I update the two-factor authentication number in the Nest App without logging in (As I can't log in)?

[Princesss]

Hi there,

You might want to check these to see if you were able to change some settings on your account.

Change your phone number

If you plan to get a new phone number and stop using your old one, you should turn off 2-step verification
before you deactivate your old line. Then you can turn 2- step notification back on with your new number.

Important: You’ll need to enter a verification code from your old phone number one last time. This is a
security precaution to confirm your identity and help protect your account.

1. On the Nest app home screen, tap Settings .
2. Select Account Manage account.
3. Tap Account security.
4. Select Phone number Remove.
5. Follow the prompts to enter your password and the temporary verification code sent to your old
   phone number. This will turn off 2-step verification.
6. Follow the steps to set up 2-step verification again with your new phone number.

Remove SMS 2-step verification

When you turn off 2-step verification on the Nest app:

• You’re still required to verify your identity when signing in to your account on the Nest app.
• Instead of receiving a text (SMS) message with the verification code, you’ll get an email with the verification code.

Important: You won’t be able to turn off 2-step verification without your phone. Nest sends a verification code to your phone one final time to help ensure you’re the one requesting this security change.

1. On the Nest app home screen, tap Settings .
2. Select Account Manage account.
3. Tap Account security.
4. Select 2-step verification tap the switch to turn off 2-step verification.
5. Follow the prompts to enter your password and the temporary verification code sent to your existing phone. You’ll then be asked to confirm that you want to turn off 2-step notification.

Hope this helps.

Best,

Princess

[JasonY]

Hi,.

I don't think you are understanding what I am saying. I can't access any setting in the app or website as two factor directs me to enter the code that is being sent to my old phone I disconnected 1.5 years ago.

How can I find a solution to login without this code or change the number to my current mobile number?

[janthadeus]

Hey JasonY,

I’m sorry for the confusion here. Since your two factor authentication was attached to your old phone number we don’t have an option to update it to your new phone number. It’s unique per phone number.

Here are the steps you can try:

• Try to contact your mobile service provider to move your old phone number to your new phone number so you can receive 2-step verification codes there.
• If you have family members, have them remove your devices from your account and add them when you set up a new account.

Let us know if you need more help.

I appreciate the help here, Junie and Princess.

Thanks,

JT

[JasonY]

Hi,

1) My old phone # was reissued so not option to move it anywhere as I left the country.

2) I don't understand this suggestion? How can they remove the device from my account when I can't log in to it?

I am just about to return all my google smart home purchases to start fresh with purchasing Amazon smart home devices as this is turning into a lot of work to find a simple solution just to use a product that I have used before (Nest Doorbell).

I really hope you can help me fix this with solutions that make sense vs. trying to call my old mobile provider asking them for solutions as I was a customer 1 year and 6 months ago.

Thanks in advance and I look forward to getting some better options to just log in to Nest so I can add the new google nest doorbell I bought.

Jason

[JasonY]

Hi,

Any last updates here to share with me to fix this issue before I close this out?

Thanks, Jason

[janthadeus]

Hey there,

It's me again. I want to make sure you're all good — how did the steps go?

Best regards,

JT

[janthadeus]

Hi there,

I just wanted to jump in here to make sure that you saw our response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Cheers,

JT

[janthadeus]

Hi there,

Understood — thanks for confirming that with us. If you can no longer retrieve your old phone number, there’s no other way to log in to your account. Moving forward, you can create a new account and add your devices. Before you can add your devices to your new account you need to follow the camera deactivation steps to remove your doorbell from your old account.

Here’s how:

1. Unplug the camera(s)
2. Wait at least 48 hours.
3. Before beginning the pairing process, change the Wi-Fi network SSID. This will disconnect any devices that are currently connected to the Wi-Fi network.
4. Plug the cameras back into a power outlet and connect them to the account using the new Wi-Fi network SSID.
5. Once they're paired, change the Wi-Fi network SSID back to the original SSID.

Use the Nest app or Google Home app to update the camera's Wi-Fi settings to reflect the original SSID. You can also visit the article Change camera and doorbell Wi-Fi settings to get the steps on how to complete the pairing process. 
 

Best,

JT