Forgot Nest Learning Thermostat’s Pin and the App doesn’t have the device

[Alana1]

I changed my wifi password and then tried to reconnect. This was unsuccessful because I forgot the pin, so I deleted the thermostat device from the app, thinking that it would be removed and simply reset so I would have a fresh device with no pin. This was not the case. I then went on YouTube to figure out how to reset the pin but I’ve only been able to find out how to reset it on the app by selecting to device’s settings. Since it’s gone and I can’t find any other way of doing this, I’m at a standstill. How do I change the pin without it being on the app?

[David_K]

To resolve this you'll need to reset it using a computer.

1. Connect the Nest Thermostat display via USB to a computer.
   
   
2. Verify that the Nest Thermostat mounts (appears as an attached drive icon).

• If the Nest drive will not mount: Restart the thermostat and the computer.
• If the Nest drive still won't mount: Connect another device to the cable to see if it appears as an installed device.
• If it doesn't appear, use a different cable/port/computer.

If the Nest drive is successfully showing up on your computer, can you see a technicalinfo.PLIST file? If you get this far let me know and I'll ask a community specialist to assist with next steps, as these can't be shared publicly in the community.

[Alana1]

Yes, the thermostat registers properly with my MacBook and I can see and open the technicalinfo.PLIST file.

[David_K]

Great! I've asked a specialist to chime in here with next steps with you directly.

[Markjosephp]

Hello folks,

Thanks for helping here, @David_K.

@Alana1, I'm sorry for the trouble this may have caused you by not being able to unlock your thermostat. We'd like to further assist you with this so you can reconnect it to your Wi-Fi network.

Please fill out this form with the needed information and let me know once you're done.

Regards,

Mark

[Markjosephp]

Hi Alana1,

Thanks for completing the form; we have received it. Soon, a member of our upper team will contact you via email. Also, this thread will be locked within 24 hours. 

Best,
Mark

[Alana1]

Can you keep the thread open until the issue is reserved in case nobody contacts me?

[Markjosephp]

Hello there,

Thanks for your patience, @Alana1. I'll keep this thread open until you get assistance. I also made a follow-up on this, so please check your email from time to time for an update.

Regards,

Mark

[Alana1]

I filled out the form and they notified me January 10, 2023 7:51 AM PST that it was received; however, I have not heard from anyone since then. I have three frustrated and cold children in BC, Canada. I would like to request an exchange for a new thermostat so we can heat our home. Is this something you have in your power to facilitate or may I request a transfer to a customer service department who can?

[Markjosephp]

Hello Alana1,

I know how important it is to you. I sent another follow-up to the team; you should get a response from us shortly. So keep an eye out for an email in your inbox soon, and please let me know if you receive assistance.

Thanks,

Mark

[Markjosephp]

Hey there,

I want to check if you have seen our upper team's response to the email with the additional steps given. Please let us know if you have any further questions; otherwise, we'll lock the thread within 24 hours. You can also continue the conversation with them if you need more help.

Regards,
Mark