Don't Get "Reset Password" Email

[CKHome]

Five days ago I went to open my Nest App. It asked me to log in again. I tried to do that with the correct email address and it didn't work. I tried 3 times, finally did the password reset. I have tried password reset for 5 days now and I do not get the reset email. It is not in spam either. I use 2 thermostats and 5 temperature sensors, all connected to the same account.

I have deleted the app and reloaded. I have read the threads here on the community.

I have called customer service only to be hung up on the first 2 times, struggled to understand the person trying to help me and her only help was to tell me change the password on my email account. I do not use my gmail account for the nest app. I use my bellsouth email and every month I receive the nest update to that email, so no, bellsouth is not blocking the email. 

This happened to me in January and July of this year. There is no help from Google Support, they have no answer on how to fix this. Last time, I had to take the batteries out the the sensors for 6 days and let them reset, reconfigure the thermostats and start a new account. I do this every 6 months it seems. Why is there no solution to this? Why can't Google CS send a reset to my account? I want to use the Nest app, not the Google Home app. 

Can anyone offer any help other than the change my bellsouth email password or reset the entire system?

[jenniffert]

Hi CKHome,

Thanks for reaching out here in the community! I'm sorry to hear that you had difficulties resetting the Nest app password and that you didn't get the reset email. I’d be happy to help!

Since you’ve mentioned that your account isn't related to the Google Home app, which means that it isn’t migrated to Google. In this case, I’d suggest the following:

• Try adding “account@nest.com” to your allowlist. Some email domains may have an anti-spam feature that could block legitimate emails from Nest inadvertently.
• Try logging into your Nest account on a web browser. This might provide a different method for receiving the verification code. For reference, you can check out this article: Troubleshoot Nest app sign-in issues.

Keep me posted.

Best regards

Jenniffer

[CKHome]

Thank you Jenniffer. I already receive the monthly nest reports so the email to the bellsouth is not the problem. Each month I get the home monthly nest report. And yes, I tried logging in on the desktop. That didn't work either.

I realized I was getting the Nest report on both my gmail account and my bellsouth account, so i tried to log into the nest app via the google log in with the bellsouth email and that was what i had done previously I guess because it let me log in. So now I have that in my notes for next time. But why this is such an issue every 6 months is a mystery to me. It is not user friendly at times.

Thank you for your response!

[jenniffert]

Hi CKHome,

Thanks for the reply!

I'm glad to hear that the inconvenience was resolved in the meantime.

Regarding your question, there are other email addresses that can be associated with a Google account besides a Gmail address. Any email address can become a Google account if it's linked with a Google service such as Gmail or YouTube, and you'll be able to access the Nest app with the "Sign in with Google" option, or if your account has already been migrated, you can use the same option to sign in to the Nest app.

Additionally, if you want to confirm if your account is already migrated, please refer to this article: FAQs about accounts for the Nest app.

Let me know if you have more questions.

Best regards,

Jenniffer

[Sharron-Halpert]

same problem- Im not getting the email to reset my password. 

[jenniffert]

Hi Sharron-Halpert,

Thanks for posting here in the community! I'm sorry to hear that you've experienced the same inconvenience receiving the password reset email. Help's here!

To better assist you, I'd like to confirm if you already tried the previous steps suggested and if your account is already migrated to Google.

Please feel free to share any additional details that might be helpful to assist you efficiently.

Best regards,

Jenniffer