Nest tag cannot be assigned to one of my home members

[Hafstang]

I am unable to assign a Nest tag to one of my existing home members.  When I try to set it up by selecting Settings/Add Product/Continue without scanning/Nest Secure/Nest Tag and then entering the 6-digit key, I get the list of home members.  Then when I click on one of my home members to assign the tag to them, I get the message that "Something went wrong. This Nest tab is already assigned. Go to settings to make changes or transfer it to someone else. NT009(7)"  But, there is no where in settings that allows me to do this, nor does this tag appear in any of the various menus.  Advice welcome.

[janthadeus]

Hi Hafstang,

Thanks for sharing the steps you’ve tried with us. Let’s sort this out — a few questions: when did the issue start? Were you able to assign the Tag before this? Also, were there any changes to your family accounts?

Here are some troubleshooting steps you can try:
 

1. Close and reopen the Nest app.
2. With the app or Nest Guard, set Google Nest Secure to Off  , or the alarm may sound.
3. Press and hold the 5 button on Guard’s keypad until its light ring starts to spin blue (about 10 seconds).
4. After a few seconds the light ring should turn off.
5. Guard should restart and say, “Hi, from Nest.” After the restart, Nest Secure should arm to the same level it was set to before it was restarted.
6. If all else fails, factory reset your Guard.

Let me know how it goes. 

Thanks,

JT

[Hafstang]

Thanks for your response.   My answers to your questions are as follows:

- I haven’t used the tag in a while, so I really cannot say when the issue started.  However, last year I had a major power outage that, with good advice from one of your support people (it may actually have been you), helped me set up a new structure on my Nest Guard.  Sadly, I had to re-sync all of my security devices around the house.  It took a very long time.  I don’t want to have to do that again.

- The Tag worked fine previously, and I have two Tags that I was able to assign with no problem and are working fine now.  It is this third Tag that is the problem.

- Yes, there were changes to my family account (see above).

- I don’t want to restart/reset the Guard if it is going to impact the syncing of my security devices.

Thanks for your help.

[janthadeus]

Hey there,

Understood, thanks for answering those questions and I appreciate your efforts here. Let’s check options for you — could you fill out this form and let me know once you’re done?

Looking forward to your response.

Best,

JT

[Hafstang]

I filled out the form that you sent.  The tag is still unable to be assigned to one of my family members.  Thanks for your help.

[janthadeus]

Hello there,

Thanks for the update. We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Cheers,

JT