Nest Yale lock Disappeared from app

[stoneslade]

I’m in Texas but my lock is in Colorado on our Airbnb. One renter checks out tomorrow and a new one checks in Friday so I need to make a code for them… problem is that the Yale device is mysteriously gone from our app. 
I would love to know how and why this happened but right now the most important thing is how can I get it back on being remote??

[stoneslade]

Only other change I noticed… 2 days ago when I made my current renter’s code it still had to be done in the Nest app… now the Neat app says it has to be done in the Google home app. It seems to me that whatever changes Google made for that to happen has something to do with my issue. 
Also, I can still see all approved users that currently have codes. 

[54rocko]

Did you ever get an answer to this question? My lock just disappeared from my Nest app and this is happened before and I had to reset the whole thing.

[stoneslade]

No… I had to fly up to our short term rental in Colorado to completely reset it. Google claims that the only way that happened is if I removed it, which I didn’t and apparently neither did a few people that this has happened to. 

[amartinfl]

The same happened to me today. Lock disappeared from Home app. Master code also stopped working and get the voice message on the lock ""This passcode doesn't work right now" every time I enter the code. 
I was ale to enter my home through the back door and I'm trying now to make sense of what happened. I can't imagine this happening to a property with a single entry door.

[54rocko · Accepted solution]

One thing I realized was that I did not know I had two accounts. So I was in the wrong account when I couldn’t find the lock. 

[Lance_L]

Hello everyone,

Thanks for visiting the Community.

I’m sorry to hear that you’re having issues with the Nest x Yale Lock. Let’s check it out.

If you can’t see the device in the Nest app, check if you’re signed in to the right account linked to the Nest x Yale Lock.

1. On the Nest app, go to Settings > Account.
2. If you’re signed with a different email, click Sign Out, then log back in with the correct account.

Once you’re signed in with the right email address, check if you are in the right home structure where the device is added.

1. Open the Nest app.
2. At the top left, tap Menu.
3. Tap the home you want to switch to.

Here’s a guide to help you manage homes and products with the Nest app.

@54rocko, thanks for sharing your resolution with the Community.

Let me know if you have any questions.

Best,

Lance