Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Security Alarm won't shut off. Nest Guard (2019) is offline and cannot reset it

Community Member

After calling customer service and having my case escalated to the supervisor, I was told that I will have to purchase a new system as I don't have a master code and my nest guard is offline because I didn't update my wifi after switching internet providers.

Does anyone know of a master code that will reset my Nest Guard to its factory settings?

The security alarm has been going off for hours and nest guard will not connect to the internet for me to update it while the alarm is going off. I have unplugged it and let the battery run out but Google has no solution to get this unit up and running again.

Please help!!


Community Specialist
Community Specialist

Hi Belleperfect,


I’m sorry for the delay and for the trouble with your Nest Guard here. Let’s sort this out — a few questions: is your Nest Guard still added to your Nest app? What’s the status light of the device? Also, is it plugged into a wall outlet? Try to reset your device to its default settings first.

Here’s how:

  1. If the Guard is added to your account, remove it from your account in the Nest app.
  2. Set Nest Secure to Off Nest Guard off with Nest Guard’s keypad, or the alarm may sound.
  3. Press and hold the 2 button on Guard’s keypad. Do not release the button while Guard goes through a software version and check. When Guard says, “Release to erase all settings,” let go of the button.
  4. Guard will speak again and say, “Erasing all settings and returning to factory defaults in five seconds. Press any button to cancel.”
  5. The light ring should turn yellow and begin a 5-second countdown.
  6. After a successful reset, re add it back to the Nest app.

Let me know how it goes.




Community Specialist
Community Specialist

Hey there,


It's me again. I want to make sure you're all good — did those steps work?



Community Specialist
Community Specialist

Hi there,


Just checking in to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.