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Not able to log in Nest app on mobile and website

georgelin422
Community Member

Hi I was not able to log in Nest app on mobile and website.

On mobile, after selecting my Google account, it returns to the previous page with "Loading..." text showing forever.

On the website browsing with Chrome, I also selected my Google account. It asked me "Do you already have a Nest account?". I selected "No, create a new user" and "Continue" but ended up with the error page.

Can someone help me figure out what's wrong with my Google account?

10 REPLIES 10

janthadeus
Community Specialist
Community Specialist

Hi georgelin422,

 

I’m sorry you’re having trouble with this. No worries, we’ll sort this out — a few questions: is your phone's software up to date? What’s the make and model of your phone? When did you first notice the issue? Also, is your account a legacy (sign in with Nest) or migrated account (sign in with Google)?

 

Here are some troubleshooting steps you can try:
 

  • If signing in with Nest doesn’t work for you, try signing in with Google then choose your Google Account. 
  • Check for software updates on your phone. Obsolete OS versions may break some app functionality.
  • Switch your connection from Wi-Fi to cellular data then try signing in again to your Nest app.
  • Restart your phone. Turn it off for 60 seconds. Then, turn it on.
  • Try another device if your Nest app works with no issues.

Let me know how it goes.

 

Thanks,

JT

Hi JT,

I was using a Pixel 7 with the newly downloaded Nest app. I first noticed this issue 6 months ago when trying to log in with a Pixel 6 pro. I never had a Nest account and was trying to log in with my existing Google account.

I created a brand new Google account and was able to log in with the new account but was wondering why the old one did not work. It is really annoying that I need to maintain another account just for the Nest lock. I want all Google products in one Google account. Can you help on this? Thank you!

Hey there,

 

Got it, thanks for sharing that with me. Could you check if you have another email address where your account is linked to then use that to sign in? Keep me posted.

 

Regards,

JT

Hi JT,

1. I have never "linked" any Google account to a legacy Nest account. I don't have any Nest account before.

2. I only resolved the log in issue by creating a brand new Google account (#) and log on to Nest with that account. But this is not what is want. I want to use only 1 Google account for my Google home, as well as the Nest app. So that I do not need to maintain 2 accounts.

I've tried the customer service phone line but that did not help at all about why I was not able to log in the Nest app with my existing Google account. 

Hi there,

 

I’m sorry for the delay. Could you help me with the error message that’s popping up when you sign in to your Nest account, if there’s any? When you sign into your account, do you select sign in Nest or sign in with Google?


 

Thanks,

JT

I signed in with Google since I never had a Nest account. I selected my Google account. It asked me "Do you already have a Nest account?". I selected "No, create a new user" and "Continue" but ended up with the error page.

The error msg shows "An unexpected error has occurred."

 

Hey there,

 

I’m sorry for the delay. Thanks for trying. Let’s see what happens when you select “Yes” when it asks you “Do you already have an account?”.   

 

Thanks,

JT

I tried but without a legacy Nest account, that route after selecting YES did not work. You would be required to give account ID and password witch I had none.

Is this community really helping people? It's been months and this problem is never resolved.

I would expect if an engineer could look into the backend to see what's going on there and fix it.

Hey there,

 

I appreciate all your efforts here. Let's further check this — could you fill out this form and let me know once you're done?

 

Looking forward to your response.

 

Thanks,

JT

Juni
Community Specialist
Community Specialist

Hi there,

 

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there, as this thread will be locked after 24 hours.
 

Regards,

Juni