Delete a phone that I no longer have from the Nest app

[Gitmo]

My wife and I registered our mobile phones in the Nest app to be used for Home/Away sensing.  We later changed my wife's phone for another and disposed of the old one.  How do I remove this old phone from the Nest app?  I have tried to do this on my phone but it says that I have to do it in the Nest app on the old phone (which I cant do).  I cannot do it in my Google account either.  Home/Away Assist isn't working normally now. Thanks in advance.

[JuanCH]

Hi Gitmo, 

Thanks for reaching out to the community! I'm sorry you're unable to delete the old phone registered to use for Home/Away Assist. I appreciate all your efforts on trying to delete it from your phone and your Google account. To gather some more details, I’d like to ask the following questions:

• Is the old phone still active (powered)? 
• Do you still have your Nest account on the old phone?
• Is the old phone still on your list of Home/Away Assist devices?

Let me know if you have any additional information; it’ll be helpful.

Best regards,
Juan

[Gitmo]

Hi Juan

Thanks for your message and apology for the slowness of my reply.  Answers to you questions are :

1.  My wife no longer has her old phone.  It was broken

2.  The Nest account was on my wife's old phone when it broke.  We were not able to remove the app.  She now has a new phone.

3.  Yes, the old phone still shows on the list of home/away devices in the app on my phone and also in the app in my wife's new phone.

4.  Her new phone does not show in the Nest app on her new phone or on my phone.  We share the same Nest account

5.  I can fine no way to remove her old phone from either her new phone of my phone.

6.  I do not understand why her new phone is not showing in the  Home/Away Assist section of the app on her phone, or in the same section of my phone.  We share the same Nest account.

Thanks

Gitmo

[JuanCH]

Hi Gitmo,

Thanks for following up and the detailed information! I'm sorry your wife's new phone is not showing on the list of Home/Away Assist devices. Let's work together to find a solution! I understand the importance of getting all the Nest app features working as expected, but some factors may affect its performance. 

Using the same email and password may cause this unexpected behavior. Instead, you should invite your wife to share access with her own email and password. When more than one person uses the same credentials to sign into the app, it can cause this inconvenience. Here is a link for your reference: Nest Home and Away not working

Keep me posted.

Regards
Juan