Cannot reconnect Nest app to Thermostat

[AnnaCal]

Hi

My phone was stolen so I downloaded the Nest app on the new phone, but the 'forgot password' didn't work as I didn't get any emails to reset the password. I ended up migrating it to Google (as my thermostat and link were installed a few months ago) and finally got to the home page.  When I add a product that's already installed you are directed to settings/Nest app to get a number or key.  I don't have that, it just says 'this thermostat is connected to an account'. Any ideas of what to do next?

TIA!

[David_K]

First check which model of thermostat you have:
How to tell which Nest thermostat you have - Google Nest Help

Nest Thermostat (2020), Nest Learning Thermostat (4th gen)

1. On the thermostat, go to Settings > Account > Disconnect.
2. Follow the setup steps: Get started with your Nest Thermostat - Google Nest Help

Setup these models using the Google Home app. The QR code and setup key are physically printed on the back of the thermostat for Nest Thermostat (2020) and will be displayed on screen for Nest Learning Thermostat (4th gen).

Nest Thermostat E, Nest Learning Thermostat (1st, 2nd, 3rd gen)

1. On the thermostat, go to Settings > Reset > Account connection. If you don't see this option, you'll need to select All settings.
2. Follow the setup steps: Add your Nest thermostat to the Nest app - Google Nest Help

Setup these models using the Nest app. The QR code and setup key are in the settings on the thermostat itself and are not printed on the device.

[AnnaCal]

I keep coming back to the same issue. There is no key or QR code in the settings/within the menu options?

[EduardoN]

Hi @AnnaCal,

Thank you for reaching out to our support community! I'm sincerely sorry for any inconvenience caused by the QR code on your Nest Learning Thermostat, and I appreciate you taking the time to troubleshoot it.

Based on this information, I'd like to share how to find the QR code. I'm here to assist you further!

• Go to Settings > Nest app > QR code or Entry key.
• Remove the thermostat from the wall; you'll see the QR code on the back of the display.

Visit our Help Center to learn more about Troubleshoot QR code scanning with your phone’s camera.

@David_K Thanks for sharing this information; it's great for everyone!

Please feel free to share any additional details you think might be relevant.

Best regards,

Eduardo

[AnnaCal]

Polite request to stay with me after all this time!  I'm still not up and running.  I did find the QR code on the base but that takes me to the same screen that demands the passkey. I've tried the 6 numbers below the QR code but it can't connect and I think it needs 7 digits.  On the help page I see pictures of bases, but none of them look like mine as the blue bubble level is at the bottom which doesn't fit into any of the categories. Any other ideas?

[EduardoN]

Hi @AnnaCal,

Thank you very much for keeping me updated on what has been happening during this time. Regarding the situation that has arisen with your Nest Thermostat not connecting to the app, I would like to share the steps to add your Nest Thermostat to the Nest App. I understand this can be frustrating, and I want to ensure we get this resolved for you quickly.

Keep me post.

Best regards,

Eduardo