App has lost all devices.

[Disgruntledwife]

My app has lost all devices, including three cameras and a thermostat. This happened suddenly after about three years of consistent use. The app says add device, as if it was never set up. My husband says we were hacked, but I suspect something else. The doorbell cam is lit up like it is in use, but I have no access. 

[EmersonB]

Hello Disgruntledwife,

Thanks for reaching out here in the Community. To confirm, have you checked your other home structures? How many home structures do you have? Could you go to https://goo.gle/2qjvVSU and sign in your same email address? To check if you'll see your Nest Cameras and Nest Thermostat there. Let us know how it goes.
 

Regards,

Emerson

[EmersonB]

Hi Disgruntledwife,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest account? We would appreciate it if you could share the information I’m asking above. Also, were you able to perform the steps I’m suggesting? We'd be glad to hear from you.

Best,
Emerson

[EmersonB]

Hey Disgruntledwife,

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

Thanks,
Emerson

[Disgruntledwife]

I attempted to login and cannot access the account at all. I suspect my Gmail account has been hijacked. Is there anyway of finding out whether the Nest account with my email address is still active?

[EmersonB]

Hello Disgruntledwife,

I appreciate your update. Just to be sure, have you tried retrieving your password? Are you using the Nest app to sign in? Have you tried signing in using the link I've shared? Looking forward to your response.

Regards,

Emerson

[Disgruntledwife]

I have tried using both your link and the Nest app to log in but neither is working. I have also tried to reset my gmail password, but it says someone is logged in on a desktop and to use that device to reset the password. Because I am unable to reset my Gmail password, I cannot access Nest at all. Thank you for your time.

[Lance_L]

Hi Disgruntledwife,

Thanks for posting in our Community. I'm sorry for the delay and to hear you're having trouble with this. Let’s check it out.

While we don't support retrieving your Google password, we can point you in the right direction.

Since you’re unable to login to your original Nest account, you may reset your Nest devices and then link them to a new account.

Follow the guides below:

• Restart or factory reset Nest camera or doorbell.
• Restart or reset a Nest thermostat.
• Set up and connect Nest camera.
• How to set up your Nest thermostat.

Let me know if you have any questions.

Thanks for the help, Emerson.

Best,

Lance

[Lance_L]

Hello Disgruntledwife,

Buzzing in — do you still need our help? Don't hesitate to reach back if you do.

Regards,

Lance

[Lance_L]

Hi Disgruntledwife,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Best regards,

Lance

[Disgruntledwife]

I was never able to fix the problem. I suspect it is not because of Nest. I believe it is probably due to a hijacked Gmail account.

[Lance_L]

Hi Disgruntledwife,

We’re sorry to hear that you’re unable to login to your Google account. If you are locked out of the account, follow the steps above to reset the Nest devices and link them to a new account.

I appreciate the help, Emerson.

Best,

Lance

[Disgruntledwife]

I appreciate your time and detailed replies. Thank you.

[EmersonB]

Hello everyone,

@Disgruntledwife, thanks for getting back to us. We wanted to make sure that everything is covered here. Please let us know if you have more questions in mind. We'll be happy to help.

I appreciate the response, Jenelyn.

Best,
Emerson

[EmersonB]

Hello folks,

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

Thanks

Emerson

[EmersonB]

Hey everybody,

@Disgruntledwife, I'm dropping by to ensure that everything is covered here. How's it going? Were you able to perform the steps we're suggesting? We'd be glad to hear from you.

Thanks for answering, Lance.

Regards,

Emerson

[Jenelyn_O]

Hi there,

Chiming in — we haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

I appreciate the help, Emerson and Lance.

Cheers,

Jenelyn