cancel
Showing results for 
Search instead for 
Did you mean: 

Can't get entry key

TyJ
Community Member

My app somehow got disconnected from my Nest thermostat. It kept showing as offline in the app.  I did a factory reset on the thermostat.  I've set it up all over again but the thermostat won't give me an entry key. I keep getting the same message on the thermostat: "There was a problem connecting to the service. Try again later."  I've gotten this same message for days.  I've tried restarting the thermostat but doesn't fix anything.  How can I get a new entry key to connect it to my Nest app on my iPhone?

1 Recommended Answer

maedacortez
Community Specialist
Community Specialist

Hi TyJ,

 

Thank you for your reply.

The entry key is used to identify which Google Nest thermostat you're setting up. That's why you receive the message that it needs the entry key to finish the setup. You can find the entry key on the back of the thermostat, under the QR code, or within the thermostat itself.

  • To find the entry key within the thermostat:

    • Go to Settings

    • Tap Nest app

    • Tap Get entry key

I have a question: What message appears on the Google Nest thermostat display when you go to Settings > Nest app > Get entry key?

I recommend visiting How to tell which Nest thermostat you have to ensure you select the correct model during setup.

I will be awaiting your response.

 

Regards,

Manuel

 

View Recommended Answer in original post

10 REPLIES 10

maedacortez
Community Specialist
Community Specialist

Hi TyJ,

 

Thanks for reaching out. I understand that you need the entry key for your Google Nest Thermostat, and I'm happy to assist you!

You can find the entry key in one of two ways:

  • On the back of your thermostat device: Look for it under the QR code.
  • In the thermostat settings: Go to Settings on the thermostat device > Nest App > Get entry key.

Let me know if you have any other questions.

 

Regards,
Manuel

TyJ
Community Member

 Hi Manuel,

The "get entry key" doesn't work. I get the same message each time that I shared in my first message. Under the QR code has 6 digits with letters and numbers. In the app when I try to add the product, it says the key is 7 digits and I can't even input letters.  How else can I get the entry key so I can set it up on the thermostat and in the app?

maedacortez
Community Specialist
Community Specialist

Hi TyJ,

 

Thanks for your reply. I have a question about the Nest app. When you tried to add the device, it asked for the model of your Google Nest Thermostat device. Did you select the correct model that you have?

I will be awaiting your response.

 

Regards,
Manuel

TyJ
Community Member

Yes, I entered the correct model. 

I've tried almost daily to get an entry key on the thermostat and I always get the same message.  What is causing the problem that it can't connect to the system? The Wifi is connected and is communicating with the the heat link with no issues.  When I try to add the product on the app, it also never works.

maedacortez
Community Specialist
Community Specialist

Hi TyJ,

 

Thanks for your reply. I recommend restarting the account connection on your Google Nest Thermostat. To do this, follow these steps:

  1. On your Google Nest Thermostat, go to Settings > Reset > Account Connection.
  2. If you can see your Google Nest Thermostat in the Nest app, tap on your device > Settings > Remove it.
  3. Finally, try to add your Google Nest Thermostat again in the Nest app.

I hope this helps.

 

Regards,

Manuel

TyJ
Community Member

There is no thermostat showing up in the app anymore after I deleted it a few months ago from my Nest profile when this issue started for some random reason.  I also did a factory reset before on the thermostat and it didn't fix anything before. I can try again but don't have high hopes.  This all doesn't explain why I keep getting the same message that it can't connect to the system from the thermostat to provide the key to me.

maedacortez
Community Specialist
Community Specialist

Hi TyJ,

 

Thank you for your reply.

The entry key is used to identify which Google Nest thermostat you're setting up. That's why you receive the message that it needs the entry key to finish the setup. You can find the entry key on the back of the thermostat, under the QR code, or within the thermostat itself.

  • To find the entry key within the thermostat:

    • Go to Settings

    • Tap Nest app

    • Tap Get entry key

I have a question: What message appears on the Google Nest thermostat display when you go to Settings > Nest app > Get entry key?

I recommend visiting How to tell which Nest thermostat you have to ensure you select the correct model during setup.

I will be awaiting your response.

 

Regards,

Manuel

 

TyJ
Community Member

I know what the entry key is for. That is what I'm trying to set it up so I can use the app again. 

I mentioned the message I get in my first post here.  "There was a problem connecting to the service. Try again later."  I've explained numerous times here what my issue is. Are you not reading any of them clearly?  You seem to be copying and pasting messages that aren't relevant to my issue I'm having.  The code below the QR code (which also doesn't work to set things up properly) has letters, which I'm not able to type in when using the app.  I've mentioned this already as well.  

I'm very clear which version of Nest I have so this is not the issue here.  Are there any other ideas you may have that can fix this issue so I can use the app again to work with my Nest?

Please. I am having the same issue, did you fix? 

We finally figured out it wasn’t connecting to the WiFi properly. We couldn’t fix it. We had another unit that we replaced and it all worked fine then.