Can't get into iOS app - seems I have missed a step or two

[janineanne]

I hope I'm in the right place...

About 4 years ago I replaced all my smoke detectors with Nests.  They have been trouble-free and so I kind of forgot about them.  Until today, when I burnt something on the stove and they all went off.  That's when I realized that my Nest app on my phone was no longer logged in and I don't seem to have saved the password, which is unlike me.

I've tried the password reset process but the emails never come.  I also see something about moving my account to Google, but I can't find any info about it online. 

Can someone please point me in the right direction?  I'd like to be able to use my phone to turn off the alarm next time instead of having to use a broom. 

Thanks in advance!

[MplsCustomer]

@janineanne 

The most likely reason for not getting a password reset email is that you are somehow inadvertently trying to log in with the wrong email account.

This is Google Nest's Help topic on changing or resetting your Nest Account password, with a link to call or chat with a specialist:

https://support.google.com/googlenest/answer/10371718

[janineanne]

Actually, I tried it with every email address I own, so I don't think it was the wrong one.  There was also a post near the top when I made mine that also said they weren't getting the password reset emails.

Assuming I continue to be unable to log in to the Next app, what can I do to regain app access to my Protects?  I would really hate to have to set up a new user and scan them all over again, since they have been happily installed on my ceilings and I would have to take all 7 of them down.

[MplsCustomer]

@janineanne 

I'm just another Google Nest customer. Apart from inadvertently using an email address that is not registered with Google Nest, I don't know why else you would NOT receive a password reset email.

You could try contacting Support (see below) to see if Google Nest is somehow failing to send password reset emails. I think you would probably have to factory reset your Nest Protects (https://support.google.com/googlenest/answer/9226486) and reinstall them if you can't regain access to the email account you used to set them up.

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.