Cannot login to Nest app and do not receive pw reset email

[OceanVillage]

Just in the last week something changed. Was able to remotely view camera and control thermostat via the Nest app.

Now I cannot complete the sign in because it is asking to verify my identity and sends to my correct email a code.

But I never receive the code!

Tried to sign in with Google account but that too gets me no where.

Help!

[GeremiG]

Hi @OceanVillage!

Thank you for posting in the community. I'm sorry to hear that you are not receiving the password reset email and you can't log into the Nest app. I appreciate your efforts in taking those steps before. I'm happy to help you! 

To help me find the best solution, I'll need to ask you a few questions:

• Do you have an Android or iOS device?
• What is the Android or iOS version?
• What is the make and model of your Android or iOS device?
• What is the mobile app version?
• When did you first encounter the issue? Does this happen often?
• Can you access your account from the Nest web app (home.nest.com)?

Please keep me posted. I'll be waiting for your response.

Best regards,
Geremi

[OceanVillage]

Hi Geremi,

thank you so much for responding. i was good with signing on to Nest until sometime last week. something changed. now i sign in and get "Verify your identity" and "check your email and enter the code below". No email with code is sent. my email address is correct and i checked the spam and junk folder. 

answers to your questions:

Do you have an Android or iOS device? iOS.

What is the Android or iOS version? 18.1.1. Not sure if i understand this question?

What is the make and model of your Android or iOS device? iPhone 12  pro

What is the mobile app version? 18.1.1

When did you first encounter the issue? early last week 

Does this happen often? all the time

Can you access your account from the Nest web app (home.nest.com)? No. same result: "Verify your identity" and "check your email and enter the code below"

Google - Nest troubleshooting is unhelpful. Phone numbers to reach them are bogus. i see others have had the same problem.

i tried to use google sign in, instead of nest, and that did not work for me.

anything you can do would be most appreciated. i speculate that google-nest introduced the "verify identity" and it is flawed change.

thank you

[GeremiG]

Hi @OceanVillage!

Thanks for the update.

Let's make sure our emails aren't being blocked by your email service. Sometimes, email providers have filters that accidentally catch legitimate emails. We need to add Nest to your 'allowlist' or 'safe senders' list. 

To do this, you'll need to add @ nest.com to your allowlist. The steps on how to do this step vary based on your Internet Service Provider (ISP). If you can't find the steps on how to do this with a Google search, you can contact your ISP for help with the process. Some email domains may have an anti-spam feature that could block legitimate emails from Nest inadvertently. If the customer adds account@nest.com to their allowlist, the customer should receive the verification email.

Known domains which block Nest emails at the server level: @btinternet.com and @comcast.com.

Please keep me posted. I'll be waiting for your response.

Best regards,
Geremi

[OceanVillage]

Hi Geremi,

sorry for the late response. you were spot on in diagnosing the  problem with the email service provider!  all good now. thank you so much for your support, and the community is very fortunate to have you as an important and vital member.  all the best to you!

[GeremiG]

Hi @OceanVillage!

I'm so glad to hear that you were able to resolve the issue with the verification code emails! It's fantastic that my diagnosis of the problem with your email service provider was accurate. I'm happy to have been able to help you regain access to your Nest app.

If you encounter any further issues or have any questions, please don't hesitate to reach out.

Best regards,
Geremi