Google Nest Community

Mastierra · ‎07-20-2023

Can't log into nest app on my iPhone & when I select "Forgot Password" I never recv PW reset email. Please do not close or lock this thread until this is resolved.

MplsCustomer · ‎07-20-2023

@Mastierra

Are you certain you're using the correct email address? That's the only valid reason I can think of for not receiving a reset email (other than you not having any access to that email address).

You can try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

Mastierra · ‎07-24-2023

Yes, I am certain that I am using the correct email address but Nest keeps reverting to an old email address that I used when I first set up my account years ago. If Nest will send the password reset email to my current email address I could reset my password myself and would not have posed the question. Thank you for the link...I'll check it out today.

Mastierra · ‎07-24-2023

Update - by the way, I have exactly the same issue when attempting to use the Nest web app.

MplsCustomer · ‎07-24-2023

@Mastierra

I suspect us customers can't help in your situation.

I don't know how Google Nest would revert to a previous email address. I don't even know if you are using a non-gmail account on an unmigrated Nest Account, or whether you have a Google Account.

I would encourage you to try contacting Support.

Mastierra · ‎07-24-2023

Further update, mlpsCustomer - thank you for the link. I was able to speak to Google Support and their representative was not helpful. She could not delete my Nest account so I could recreate it, she could not update my password, she did verify that they had received my current email on my address but insisted I call my ISP to allow Nest.com email receipts. I did call my ISP and they assured me they are not blocking Nest.com. Further, under frustration, I tried to log in to Home.nest.com with the original email address I used to set the account up I was close to logging in and Nest indicated it sent an email to the old email address to verify it was me! This is at once confusing and frustrating. I am currently dead in the water...any additional ideas would be appreciated, ESPECIALLY if the help to resolve my login issues.

MplsCustomer · ‎07-24-2023

@Mastierra

As just another Google Nest customer, I don't think I can be of any help here. I don't understand why you are unable to log into the Google Nest app with your previous credentials and why you are therefore trying to reset your password.

I've seen posts in this forum from customers complaining about not receiving a password reset email from Google Nest, but I don't know whether it was because Google Nest was not sending the email , whether there was some misunderstanding or confusion on the customer's end, or something else.

EdmondB · ‎07-24-2023

Hello Mastierra,

That certainly hasn’t been easy for you. Let’s check out what’s going on. For account sign-in issues, usually the customer is choosing the wrong option to sign in (Select Sign in with Google for Migrated accounts and Select Sign in with Nest for non-migrated accounts) or using incorrect login information.

If you are using the correct email address and password and you verify that your account is migrated to Google or not but are still unable to sign in or reset the password (make sure you checked the Junk, Spam, or Trash folder file on your email), another option is to ask a family member (if there are other people under Family Accounts) to use their log-in information to sign in. If there's none, the last option that we have is to contact your email support to add https://goo.gle/39uRUrD to the allow list settings or to create another account and transfer the Nest devices.

Please take note that we can only walk a customer through deleting a non-migrated account, and we don't have a way to update your Nest account password on our end.

Thanks for the help, @MplsCustomer.

Let me know if you have any additional questions.

Best,

Edmond

EdmondB · ‎07-27-2023

Hi there,

I just wanted to follow up and see if you still need any help. Let me know if you have any additional questions from here.

Thanks,
Edmond

EmersonB · ‎07-28-2023

Hello everybody,

@Mastierra, just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

I appreciate the help, MplsCustomer and Edmond.

Regards,
Emerson