There are a number of things you can try. But first is this a new problem? Was it working before and now it has stopped working? Make sure your app is up to date with the newest version. Are you on iPhone or Android? Can you try install the app on another phone and see if it works? This helps narrow it down to whether the problem is with your phone or it is a problem with the Nest servers.
You can also try speaking out to a Nest Tech on the phone. I believe they are there 24/7. Here is the link to start the support ticket and set up the phone call.
Thank you for your help, the both of you, @EmptyNestery and @BG. I appreciate the information you have shared with the OP and with the community.
Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns.
@T68eat I'm dropping by to ensure that everything is covered here. I hope that the information sheds some light on the issue. If you have other questions and concerns, feel free to let me know.
Thanks for lending a hand, EmptyNester, BG and Brad.