Can’t reconnect thermostat to app

[Claire008]

Last night I opened the app to put on the heating and it instantly threw me out. I’ve managed to get back into Google, but my thermostat isn’t there. I’ve tried to add (using the QR code etc) it but it says it’s connected to a account, my husband still seems to have access. How do I reconnect it? I can’t get a key code as it says it’s already connected 

[MplsCustomer]

@Claire008 

If your husband still has access, it would seem the problem is probably not on Google Nest's servers. Have you tried just deleting and reinstalling the Google Home app on your phone?

[Jake]

Hey there,

Thanks so much MplsCustomer for the reply.

I wanted to follow up and see if I could be of any help. I found an article with some details that could be of help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Jake]

Hey there,

I wanted to check in and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Claire008]

Hey. I’ve been told to factory reset, but I haven’t as I’m scared that messes things up even more and neither of us have access.

[Jake]

Hey Claire008,

If you reset the device, it will have you set that back up through the app as if it was brand new out of the box. Here is an article with more details on reseting the device. Please let me know if that helps, or if you are still having trouble.

Best regards,

Jake

[Markjosephp]

Hello Claire008,

I'm checking back in. Were you able to reset and set up your thermostat? I'd be glad to hear from you, and I'd like to make sure everything is working.

Best regards,

Mark

[Claire008]

Nope… still too scared to reset it incase neither of us get access…

[Markjosephp]

Hi there,

Thanks for getting back to us, @Claire008. Let's try different ways.

Since your thermostat was already connected to an account. Make sure to sign in with the right email address associated with the thermostat. If so, try checking for other available structures to which your thermostat might be connected. Follow the instructions on this page to switch home structures.

Please let us know if it works.

Best regards,

Mark

[Markjosephp]

Hi Claire008,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Mark

[Markjosephp]

Hello Claire008,

I'm just checking in to make sure that you've seen my response. Please let us know if you have any additional questions or concerns before I lock this thread in 24 hours.

Best regards,

Mark