Can't reset password

[TBenn3]

Hi! I'm trying to setup my new Next but I can't login in to my Nest account. And, when I request to reset password, no email arrives. I've tried every trick posted to no avail. I am so frustrated because this should be simple, no?.  Any suggestions? 

[Israelkumade1]

I want to change my 2step verification code on my email account

[humbertogarcia]

Hi @Israelkumade1 

Thank you for sharing your request! I understand that your concern is related to your 2-step verification change. About this feature, I initially see that the way the verification is managed depends entirely on your account type:

I need you to please confirm whether you are signing in to Nest using a dedicated Nest Account (email/password) or a Google Account?

• If you sign in with a Google Account: Your 2-step verification is managed entirely through your main Google Security settings (e.g., adding a phone or using the Google Authenticator app).

• If you sign in with a Legacy Nest Account: Your 2-step verification process may be tied to a recovery phone number.

I look forward to your answer. I am committed to assisting you with your interest.

Regards,

Humberto

[humbertogarcia]

Hi @TBenn3

Thank you for reaching out! I understand that you cannot log in to your Nest account in order to set up your new Nest product. No worries, I'm happy to assist you in resolving this inconvenience. You are absolutely right—this should be a simple process.

Because you are unable to receive the password reset email, we need to focus on two potential causes: the email address itself or email delivery filters.

Before I proceed with more advanced troubleshooting, please complete these two critical checks:

• Confirm the Email Address: Please double-check the exact spelling of the email address you are entering to log in and to request the password reset. Even a single typo (like .con instead of .com) will route the password reset to a non-existent account or the wrong person.

• Check All Email Folders: The password reset email often gets caught by spam filters due to the automated nature of the message. Please check the following folders in your email application:
  • Spam / Junk
  • Promotions / Social (If you use Gmail)
  • Trash / Deleted Items

If you confirm the email address is correct and the reset email is not in any of those folders, this suggests the email on file for your account may be incorrect, or there is a serious delivery blockage.

Please reply to confirm that you have checked the email folders. Once confirmed, I will be able to investigate the steps for a secure, manual account verification process to get you back into your account. Please count on me to resolve this situation.

Regards,

Humberto