App stuck on add product

[Tinac]

I've got a new phone, downloaded the app and signed in ok but the app just says home or away and add product. I've tried the add product but the nest thermostat says it's already set up and registered to my account. I've uninstalled and reinstalled the app multiple times, turning phone off and on, nothing works.  

[MplsCustomer]

@Tinac 

The most likely reason you are seeing only home or away and add products is that you have somehow inadvertently signed into the Google Nest app with a different account than you were using on your old phone.

[moralesvicente]

Hello @Tinac, 

Thank you so much for posting in this community. I’m sorry to hear that you’re experiencing trouble trying to add your Nest Thermostat because the app is stuck adding this product. It mentions that this device is already set up. No worries; it’s a pleasure to help. Hey @MplsCustomer, thanks for jumping on this thread. 

I appreciate the time and effort you took to complete the troubleshooting steps described in the post. To provide you with accurate information, please help me out by answering the following questions:

• What model of thermostat do you have? To determine the model, refer to this article: How to tell which Nest thermostat you have. 
• What app are you using, the Google Home or Nest app?

I’ll be waiting for your response to continue the assistance.

Best regards,

Daniel

[Tinac]

Hi, it's either the 2nd or 3rd generation learning one with the logo and I've always used the nest app with no problems before. 

[moralesvicente]

Hey Tinac, 

Thank you so much for keeping me updated. So let’s perform some additional steps. 

• Ensure you are in the correct home structure on the Nest app to find the device. 

• After that, if you still experience this trouble, follow the next steps:

  1. On the thermostat, erase previous network connections; go to Settings, then Reset, and Account Connection. If this option is not available, select Network instead.

  2. Wait until the thermostat reboots. 

  3. Set up the thermostat again, scanning the QR code and following the outlined instructions in this article: Add your Nest thermostat to the Nest app. 

Let me know how it goes. 

Regards,

Daniel 

[Tinac]

Before you replied I had a brainwave and charged my old phone, and the app was fully working on that. So I removed the thermostat on that app, reset the thermostat and it's now linking properly on the app on my new phone. Odd that previously when I've changed phones it's never been a problem but at least it's sorted now. 

[moralesvicente]

Hello Tinac, 

Thanks for your reply. I'm glad to know that your thermostat is linked properly on the Nest app and working as you expect. 

If you have any other questions, don't hesitate to contact this forum. 

Regards, 

Daniel