Lost Phone and Cannot Access Nest Account

[Barbara72]

I lost my phone so I cannot get a text message in order log in to my Nest Account. I have a Nest Hello Doorbell and one other camera. I read that you can do a factory reset to get around this but I have questions. After the factory reset do I use the same e-mail and password or do I have to set up a new account? If I set up a new account, do I lose my Nest Aware subscription? How does it know I have an existing subscription if I have to set up a new account after the reset? I have not migrated my account and was not planning to do so.

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[Barbara72]

I need to know the exact order in which to do the following in order to preserve my 1st Generation Nest Aware subscriptions:

1. Factory reset Nest Hello (first generation, wired)

2.  Factory reset Nest Indoor (Wired)

3.  Remove cameras from existing app

4.. Set up cameras with new copy of the Nest App

5.  Cancel old Nest Aware Subscriptions.

6.  Set up new Nest Aware Subscriptions.

Thank you.

[Brad]

@Barbara72

You will want to log in with the same account that your Nest Aware subscription is set up with. There is no such thing as a transfer of subscriptions, unfortunately so you have to use that account, or cancel your sub and get a new one on a new email. This of course, would mean that you will not get your first gen Nest Aware sub but you would not have this issue any longer.

Best regards,

Brad.

[Barbara72]

I was told by customer support that I could get still get a 1st Generation Nest Aware subscription after creating a new account with a new e-mail address, since I have 1st generation cameras. But both you and customer support mention that I need to go into the old account to do certain things. I cannot get into the old account because it wants to send two step verification to my old phone, and I cannot get those verification messages. I do not understand why I cannot keep my 1st Generation Nest Aware or sign up for it again.

[Brad]

@Barbara72

I see your predicament. I am afraid that the 1st Gen Nest Aware is no longer available, so the only way you can get that access to it is if you can access your original account which it is connected too. If it is not an active subscription, I am not sure you would be able to get it again as it is not available. Here is a great link on how Nest Aware works and how to subscribe, and here is a link on how to manage your subscription. 

Please let me know if you need further assistance.

Best Regards,

Brad.

[Barbara72]

So odd that customer service said I could get 1st generation subscription with a new account and then cancel the existing subscription. Everyone I talk to says something different.

[Brad]

@Barbara72

If you do not have an active 1st Gen Nest Aware subscription, it is not longer available so you wouldn't be able to get it again. 

Best regards,

Brad.

[Barbara72]

My account is active. Cameras work fine on Google Hub. Issue is not being able to sign into the Nest app on my phone.

[Brad]

@Barbara72

I would suggest that you call or chat with Support to get this figured out. I am afraid I do not have access to help you with your account in this manner. Sorry for the inconvenience this may be, but support could assist you best with this inquiry.

Best regards,

Brad.

[JoshL1]

I have a similar problem to Barbara.  I'm not concerned at this point with my subscriptions, but have moved and am attempting to set up my nest again without access to my previous phone number... and there appears to be no way to log in without access to your previous phone number.  Am I missing something?

[Barbara72]

I do not think you are missing anything. I never got any consistent answer from technical support so I am living with just accessing the cameras through the Google App on my phone and the Nest App on our TV (from which we have never been logged out). If the TV app ever logs us out, we will have to sign up for a new account since that is our only access to 24/7 recordings.

[Brad]

Hey folks.

Sorry to hear that you ran into this issue! I wish there was more I could offer, but without access to the original account, you wouldn't be able to do much. I hope you have contacted support to see what they can do as they have far more access that we do here in the forums.

Best regards,

Brad.

[GarrettDS]

Hey there, 
Just wanted to see if you saw our response. Please let us know if you have any other questions or concerns.

Best regards, 
Garrett DS