Cant get into Nest app and cant connect to Nest Thermostat (3rd gen or order)

[zoep]

Hi there 

My app and thermostat have worked fine for years and then suddenly out the blue one day I looked at the app and it had signed itself out.

Have tried to log back in, but I go round in circles!!!!

If I try to login to Nest, it says my password is wrong - so I reset it, but I never get the reset password email, so cant get in that way.
So have tried logging with google, but this sends me round in more circles, it keeps asking me to add a home, and then when I do, there's no option to add my thermostat.

It's an older generation nest with a code, so Ive tried resetting the thermostat, this didn't do anything. Ive reset the router as well, again this hasn't helped. I've even deleted the app and re-downloaded to make sure I have the latest version - but I cant get into my account and I cant link it to the nest - please help! 

Please help me get into my account, thankyou Zoe 

[zoep]

Ive managed to do it through the desktop, which I tried so many times, but eventually got in somehow! 

[Rusell]

Hi Zoep,

Thank you for posting in the community. I'm sorry to hear that you can't log into the Nest app and you aren't getting the reset password email. Besides, you can't add the Nest Thermostat (3rd gen) because you don't have the option to add a device. I appreciate the troubleshooting that you did and your efforts in this situation. Help's here! 

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

• What is the model of your Nest thermostat?
  • Please take a look at this article: How to tell which Nest thermostat you have - Google Nest Help
• Do you have other Google Nest devices attached in the Nest app? 

As you mentioned that you were able to log in on the desktop, I'd like to know if it lets you log in on your mobile device. Additionally, as you already created a home structure, please follow this article to add your Nest thermostat:Add your Nest thermostat to the Nest app - Google Nest Help. If you don't have the option to add, please take a screenshot and attach it to the next reply. 

@MplsCustomer thank you for your help!

Keep me posted.

Best regards,

Rusell. 

[MplsCustomer]

@zoep 

We are often prompted to re-log into the Google Nest app or the Google Home app.

The most likely reason for not receiving a password reset email is that you were somehow inadvertently trying to log in with an email address other than what you had used previously, one that is not in Google Nest's database of users.

If you have been logging into the Google Nest app with a non-Google (gmail) Account and have NOT migrated your Nest Account to a Google Account, and you then suddenly try logging in with the "Sign in with Google" option, Google Nest will of course tie that Google Account to a brand-new Nest Account, and since is new, will ask you to add a new "home", and of course you cannot add your thermostat there because it is still attached to your old Nest Account.