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Unable to Verify Google Account in Nest App with old device

gregmowrey
Community Member

I am unable to log into Nest app with my Google ID on my new phone. Worked fine on my laptop, but not on my new Pixel. I Factory Reset my old device and in order to Verify my Google account on the new Pixel the app requires me to get a security code from my old device. I cannot do this and there are no other options to verify. I am logged into that account on that phone, but it will not let me log in to Nest without a that specific verification.

 

Thanks for you help.

Greg.

 

1 Recommended Answer

Well... I just power cycled the phone and the App just let me log in...

Rule number two of troubleshooting works again...

Rule One check power, Rule two cycle power.

Solved. 

View Recommended Answer in original post

6 REPLIES 6

MplsCustomer
Bronze
Bronze

@gregmowrey 

If you did NOT change your phone number, then the security code for two-factor authentication should be sent to your new phone.

If you DID change your phone number, you could try contacting Support to see if there is anything they CAN do, using the link and instructions in this post to contact them:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

I don't know if Support CAN help you. I think it depends if any alternative authentication method beyond your phone number is already set up on your Google Account.

If you originally set up two-factor authentication for your Google Account, and you specified your phone number as your second form of identification, I think it would be a security violation for Google to update your phone number for authentication purposes, just as it would be a security violation for Google to update your password.

A limitation of using phone numbers as the second form of identification in two-factor authentication is that we, as users, have to make sure that, if we change our phone number, we update the phone number being used for two-factor authentication on any accounts BEFORE we discontinue our old phone number. Alternatively, we (the customer) can temporarily turn off two-factor authentication until our new phone number is active.

gregmowrey
Community Member

The app will not allow that. Only offers one way to Verify and that is with my old phone and a security code. It does not offer phone number verification. I am stuck.

 

To be clear I have the same phone number, the same account, logged in with my Google account on the new phone and can even log in to Nest on my laptop, but the App will not let me without a Verification with my old device that was wiped... I even loaded my account back on the old phone and it didn't like any of the codes that were generated...

@gregmowrey 

Maybe it works differently on Android phones. When we updated one of our iPhones, and restored from the iPhone backup to set up the new phone, the verification code came to the new phone.

Maybe Support has some insight.

Well... I just power cycled the phone and the App just let me log in...

Rule number two of troubleshooting works again...

Rule One check power, Rule two cycle power.

Solved. 

EdmondB
Community Specialist
Community Specialist

Hello gregmowrey,

I’m glad it’s resolved now and you're finally able to log in to your Nest account on your phone. If you need further help, let me know. 

I appreciate the help, @MplsCustomer.

Best,
Edmond