CAMERAS AND THERMOSTAT OFF LINE

[Elctrcn00]

I have 2 NEST cameras, a door bell and a thermostat. They all went off line and disappeared from the Nest app!!!

Everything else works in my house accept my Google products.

Customer support is nonexistent. I will never by a google product again!!!

[MplsCustomer]

@Elctrcn00 

The most likely reason for ALL of your Google Nest devices to seemingly disappear from the Google Nest app is if you inadvertently logged into the Google Nest app with a username and password different from the ones you used to set up the devices.

You can reach Support by starting with the link below and clicking "Next step" on the "Resources" page (without selecting any of the help options) to get to the contact options (phone or chat):

https://support.google.com/googlenest/gethelp

[Elctrcn00]

How could I log into the wrong account when I only have the one account??? Stop being coy and tell us what really happened to your system?

[EdmondB]

Hello Elctrcn00, 

I’m sorry to hear you’re having trouble with this. let me help you out. Nest Device can only be linked to one Google Nest account. Please check if you are signed in with the correct Google Nest Email. Here's how: 

1. Open Nest App.
2. Tap Settings on the right corner.
3. Select Account
4. Email address will be shown (if email address is incorrect tap on sign out and sign back in with the correct email)

Thanks for the input, @MplsCustomer.

Let me know if that helps.

Best,
Edmond

[EdmondB]

Hey there,

I just wanted to follow up and see if you still need any help. Let me know if you have any additional questions from here.

Thanks,
Edmond

[EmersonB]

Hello everybody,

@Elctrcn00, 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.

I appreciate the help, MplsCustomer and Edmond.

Regards, 

Emerson

[Elctrcn00]

I posted previously about my 2 cameras, doorbell and thermostat just disappearing from my nest app. I have 4 smoke detectors on their that were not effected .

If I lost wi-fi, it would still show the device but would say it's off line. My 4 devices were just deleted by Google completely.

I pay $60 a year for Nest Protect. It gives my 5 days of video back up. Had it for over 4 years.

Customer service had no record of my devices.  My devices have to be entered again like their new. GOOGLE MESSED US UP!!!!

[MplsCustomer]

@Elctrcn00 

And you're absolutely sure you're still logging onto the Google Nest app with the same username and password you've previously used?

All the cases I've seen in this forum with all Google Nest devices simply disappearing from either the Google Nest app or the Google Home app have turned out to be due to inadvertently logging on with the wrong username and password.

[Elctrcn00]

I can still see my smoke detectors on the app so I still have my account on nest.
Google is being coy. Something happened to their system and they’re not saying anything or they did this on purpose. Money was surely the motivation.

 I had to enter the devices again like they were new. I am sure “new” is what Google prefers. Buy more, spend more!

[EdmondB]

Hey Elctrcn00, 

Thanks for reaching out again, It seems like you created another thread. I'll merge this thread with that one so we can communicate effectively. I suggest that you follow the main thread for updates because this thread will be locked automatically once merged into the main one.

Thanks for the help, @MplsCustomer.

Best,
Edmond