Lady_Belle, I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. If your phone can’t scan the QR code, you can manually type in the key or serial number.
Tip: If you have a hard time reading your Nest product’s entry key or serial number, take a picture with your phone’s camera. Then open the picture in your photo app and zoom in.
I appreciate the help, MplsCustomer.