NEST App and website sending 2-step verification code to old phone number & cannot login to NEST app

[TCTillery]

I’ve been trying to login back in to the NEST app and website for nearly 2 weeks, but I don’t have the old phone number registered to my NEST account any longer and the 2-step verification code is being sent to my old phone number and since I can’t receive a text message with the verification code, I’m not able to login to the NEST app or website to view my cameras. Plus, I really need assistance with this problem because I live in a high-crime neighborhood and my NEST cameras helped provide a small sense of security that I’ve lost now. Also, I did update my phone number on my Gmail account associated with my NEST app, but the verification code is still being sent to my old phone number which I no longer have access to. Therefore, any assistance would be greatly appreciated because I’ve called the NEST support number for the past 10 days and I still haven’t been able to get any assistance and I don’t think the customer service reps understand my problem. Thank you very much. 

[jenniffert]

Hi TCTillery,

Thanks for reaching out to the community! I'm sorry to hear you're having inconveniences accessing the Nest app and receiving the 2-step verification code. I’m here to help!

To better assist you, I'd like to ask a couple of questions:

• Are you trying to sign in with a Google email account, or is it a different email address?
• Do you know if your Nest account has already been migrated to the Google Home app?

In the meantime, you can try the following steps:

• Non-migrated Nest Account: If you're trying to sign in with a Nest account that hasn't been migrated, you can try resetting your password through the Nest app. For reference, you can check this article: Troubleshoot Nest app sign-in issues.
• Google Account: If you're trying to sign in with your Google account through the Nest app, you can try changing or updating your phone number associated with your Google account. For instructions, check this article: Change the phone number on your account and how it's used.

I also suggested checking your spam folder or junk folder to see if there’s any email from Nest.

Please keep us posted on how it goes.

Best regards, 

Jenniffer

[TCTillery]

Hello, Jennifer -

Thank you very much for your response and the enclosed information. Unfortunately, I have already tried all of your suggestions and haven’t had any success yet since the entire problem involves not being able to receive the 2-step verification code that’s being sent to my old phone number. Also, I have not migrated my NEST account because I’ve been using the original NEST app for over 8+ years and I feel it’s exponentially better than the Google Home App. 

Also, I don’t need to reset my password because I have the correct password to my NEST app account and I’m already able to complete the first step to login to my account on the NEST app…however, every time I enter my email account and then my password, the next screen states that my 2-step verification code will be sent to my phone number ending in XX07 (and that’s the phone number that I no longer have). So, no matter how many times I try to login to the NEST app, I get the same message that a verification code was sent to my old phone and therefore I can’t login on the NEST app without the verification code. 

In addition, I also changed the phone number on my Google account over 2 weeks ago and that didn’t make any difference because the 2-step verification code is still being sent to my old phone number. And, I’ve checked my Gmail spam folder and haven’t received any email from NEST.

Again, thank you for your time and helpful suggestions and I’d hoped that there was a path forward to regaining access to my NEST app by updating my phone number since I desperately need access to my NEST cameras again. Also, I did purchase a set of 3 new NEST cameras last year and I set them up on the Google Home app to get a preview of how the rest of my cameras would function if I ever migrated them to the Google Home app and it’s the worst security camera app I’ve ever used! I even paid for the 24/7 monitoring and Google Home doesn’t even come close in comparison to the original NEST app that my other cameras still utilize and that’s the whole reason that I desperately need to regain access to my NEST app.

Please let me know if you have any further suggestions on how I can get Google to either turn off my 2-step verification (which I’ve already done on my Google account but hasn’t changed anything) and/or if there’s a way that Google can manually change my phone number on the NEST app so that the verification code is sent to my new number because I’ve changed my number everywhere that I can find.

Kindest regards,

T. C. Tillery

[aperezdeleon]

Hi TCTillery,

Thanks for your reply.

Unfortunately, without access to your old phone for 2-Step Verification, recovering your Nest account may be difficult. You can try contacting your phone provider for assistance. However, if you're unable to regain access to your old phone number you'll have to follow this article on how to factory reset Nest camera or doorbells, create a new Nest account and add them there.

Please consider that performing a factory reset on these cameras will remove them from your original account and erase any recorded video history.

Thank you for your understanding.

Regards,

Angel.

[TCTillery]

Hello, Angel -

Thank you for your response and the information. I was previously told about the factory reset option, however, I didn’t want to lose any of my recorded video history because alot of my saved video clips were taken before my husband passed away and I wanted to save those recorded clips for very sentimental reasons. And, I’m still hoping that I will be able to receive assistance from someone at NEST who will be able to help me with the 2-step verification code problem.

I appreciate your time and response. 

Kindest regards,

TC Tillery

[jenniffert]

Hi TCTillery,

Thanks for following up. Once again, I apologize for any inconvenience this has caused. I understand how frustrating it must be to have difficulty accessing your husband's videos on your Nest account.

For now, an alternative option is to contact your phone provider to see if you can regain access. Unfortunately, due to security protocols, we don't have backup for the 2-step verification code. I know this isn't ideal, but your feedback is valuable to us as we work to improve our products.

Please let me know if you have any other questions.

Best regards, 

Jennifer

[TCTillery]

Hello, Jennifer -

I already contacted my previous cell phone provider when this whole nightmare began and they thought I was crazy for even asking to regain access to my old phone number because it’s been over a year since I changed my number.  Plus, the cell phone company told me that my number had already been recycled and probably was assigned to a new subscriber. And I even tried calling and texting my old number, but I believe whoever has my old number now blocked me from calling and texting them after several attempts. So, regaining access to my old phone number is literally impossible and all I was hoping was that Google Nest could maybe change my old number to my new number so I can receive the 2-step verification code and has access to the NEST app again and all my video history, etc..

Thanks for your continued help and I guess this is just hopeless at this point. 

Kindest regards,

TC Tillery

[jenniffert]

Hi @TCTillery,

Thanks for your reply. I'm truly sorry about your experience with the 2-step verification code. Unfortunately, without the phone number, there are no other options to recover the account.

Since you haven't had access to the phone number for almost a year, I'd like to ask when you last accessed the account. Additionally, depending on your Nest Aware subscription, you will have access to event video history for 30 or 60 days, after which the videos will be deleted. For reference, you can check out this article: Event and 24/7 video history.

Currently, if you're using your Google account to sign in to your Nest app, you can try accessing it through the "sign in with Google" option and follow the on-screen instructions to migrate the Nest account to Google. However, please be aware that this might delete your previous videos since your account hasn't been migrated yet.

If you have any more questions, please let me know.

Best regards, 

Jenniffer