Stuck in login loop between Nest and Google

[Anne88]

Hi all,

Since my wifi change I've had trouble login into the Nest app and I'm stuck in a loop. I'm trying to connect a Nest Protect that I applied a factory reset to. I either have to login to my Nest account or login with Google.

- When I login with my Nest account I get stuck at entering my postal code when adding a home (which worked before) and I can't continue. 

- When I login with my Google account and add my home (which has other devices) it keeps asking me to add a home. That's the loop I'm stuck in.

- When I use the Google home app it keeps directing me to the Nest app. 

So it looks like the problem is always in the 'add a home' part, either a new one for Nest or the already existing one from Google. 

I've deleted and reinstalled the Nest app but no change. I hope you can help me with this problem. 

[MplsCustomer]

@Anne88 

It might be better for you to try contacting Support to walk through the details of what's happening.

A couple of things are puzzling. You cannot log into the Google Nest app with BOTH a Nest Account and a Google Account, and alternate back and forth. If you've migrated your Nest Account to a Google Account (https://support.google.com/googlenest/answer/9297676), you then log onto the Google Nest app using the "Sign on with Google" option (and CANNOT log in with the "Sign in with Nest" option); that's been our case since migrating in 2020. And Nest Protects can ONLY be installed in the Google Nest app.

To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Anne88]

All right, thank you. I'l contact support. I narrowed it down to the loop between logging into Google + adding a home and the Nest app. If they found a solution I can post it here. 

[Jenelyn_O]

Hi folks,

Thanks for reaching out here in the Google Nest Community forum. I appreciate you for being a step ahead of us. I'd like to check if you were able to get in touch with our support team. How does it go? 

I appreciate your input, @MplsCustomer.

Best,

Jenelyn

[Anne88]

Yes, I got in touch but it's a weird issue 😅 The support person asked me to record a video of the loop and then get in touch again. I'll do that, hopefully that will help. 

[Anne88]

Okay so apparently it's a really weird issue that people didn't understand. My video helped but they couldn't solve it. Adding Nest to a current Google Home is simply not possible, at least not for me.

So after logging into the Nest app with my Google account, I created a new home specifically for Nest Protect (option is available in the Nest app). After that I was able to add the device. Not optimal because ideally one would want everything in one home, but at least it's working now. I will get an alarm when I'm away or asleep, thankfully 😁