Cannot connect to Nest account

[Adrian77]

Hello everybody,

I have 3 Nest thermostats 2nd generation connected to my account, which worked perfectly until last week. Since then I cannot connect to my account anymore. I also have 2FF on this account.

I tried the following:

 - tried to reset password. I receive the mail, put the new password then get the error: Oops! We encountered an error. Please try again.

- tried to migrate the account to Google Home. When i get to the final step of the process and have to enter the password for the Nest account, I get the same error: Oops! We encountered an error. Please try again.

I tried to figure it out calmly, but i got to this point where it drives me crazy. Please someone tell me how can i access my thermostats???

Thank you!

Adrian

[SoriaD_]

Hello @Adrian77 

We are so happy to see you here! I apologize for all this inconvenience with the access on your Nest App. Don't worry, I'm here to help you with that.

I really understand your current situation. Let me lend you a hand to find a solution.

First, I need to know if you have fully updated your Google Nest App. Also, make sure the software version on your devices is also fully updated.

If you have the possibility to try with another device or cellphone, it will be useful to determine the reason for this issue. 

Feel free to keep us posting in case the situation is still there. I'll find a solution for you.

Best regards,

Douglas.

[Adrian77]

Dear Douglas,

Thank you for your answer.

I use the Nest app and it is up to date, I tried also from iPhone, macbook, ipad and windows, on 3 different WiFi and on LTE and it doesn't work. And i am still not able to control my thermostats.

Waiting for a solution.

Kind regards,

Adrian

[SoriaD_]

Hello @Adrian77 

Thanks for your response, the details, and the troubleshooting steps you tried to get access to your Nest Thermostat again. Don't worry, let's find a solution.

I completely understand your situation. Let me escalate this case with my support team; they will find the reason and solution for you. Please fill out this form, and they will contact you via email as soon as possible.

Feel free to confirm when you complete this form. We're so happy to help you.

Best regards,
Douglas.

[Adrian77]

Dear Douglas,

I cannot find the form....

Thank you!

Adrian

[SoriaD_]

Hi @Adrian77 

Thanks for your response.

Apologize for all the inconvenience this is the form to redirect to our specialist team.

Feel free to keep us posting, we'll find a solution for you.

Best regards,

Douglas.