No access to Trusted Phone number used for 2 factor authentication

[GrantOSH]

Good day,

I recently changed my phone number and then discovered I could not log into the Nest Protect App as two factor authentication was generating a code to my old phone number.  Called support.  No help.  Told to create a new account and add my Nest Protect back in - therefore I loose my email and account.   There has to be a work around.  Refused to escalate my call.   No other options.   Really?   I see quite a few other Nest account holders have suffered the same fate!   Google, if my house burns down, I will hold you responsible!!!! 

[n2family]

This is so frustrating that Google cannot figure out how to allow changes to the telephone number.  I've got the same issue.  Come one Google this shouldn't be rocket science.  Even after I told the representative all details he needed to verify who I was AND gave him 90 minutes worth of access to my user account he refused to update my phone number in my account.  This is absurd and horrible customer service.

[Kyle99]

Happens to me too. This is Google company we are talking about, and they don't know what circular reasoning is. I can't sign in to my account because I no longer have access to my old phone number. Called customer support and they asked me to sign-in my account to change the phone number. If I could sign in in the first place, why would I need to call? Unbelievable!!!

[Bobcay23]

I do not have a phone when travelling in USA, so I have lost all access to my email account.

[Jake]

Hey there,

Sorry to hear about the trouble. I wanted to follow up and see if I could be of any help. I found an article with more details. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Kyle99]

Thank you ,Jake for following up, but basically the article just affirms my situation. It does state that "you should turn off 2-step verification before you deactivate your old line". Imo without the ability to use email as a back-up method or any other back-up method, MFA would literally create more problems than it solves. I haven't lost any account due to deliberate attacks (yet, knock on wood), but I've lost many accounts due to insufficient implementation MFA. Nest was one of them.

[Jeff]

Hey everyone,

Unfortunately if you don't have access to an account where it was used as your two-factor authentication, there really is no way to recover that account. We can pass feedback along to our teams that users are experiencing some difficulty with how this currently works, but as things are now, you must have access to the 2FA email address to recover accounts. If you have any other questions, please let me know.

Thanks,
Jeff

[janthadeus]

Hi everyone,

Checking in — we hope you've got the answer you're looking for. Let us know if you have more questions in mind.

Thanks for the help here, Jake and Jeff.

Regards,

JT

[janthadeus]

Hey there,

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.

Best,

JT

[n2family]

I would love to be able to regain access to my original account; however, no longer have access to the phone number associated with 2-factor authentication.  Can you help?