Former house owners deleted nest app and don't know the pin. Nest is locked. How can I unlock it?

[rgaila]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: Megan Fromm 

We just bought a house, and the previous owners had already disconnected nest from their app. The pin they said would unlock it so we could add it to our app does not work. I can't do a factory reset without the pin. Help!

[rgaila]

Hi Megan,

Sorry to hear about your lockout situation with your Nest! That sure is an inconvenience that's frustrating. Let's see how we can get your Nest back to working order.

There is a way to access your thermostat without the PIN. Follow these steps to unlock your Nest thermostat with the Nest app:

1. Tap the Nest thermostat you’d like to unlock.
2. Tap the Settings Nest settings icon icon in the top right corner.
3. Scroll to the bottom of the menu and tap Unlock.

Once you've unlocked your thermostat, you can change the PIN.

1. Open the Nest app.
2. Select the Nest thermostat that has the PIN you want to change.
3. Select Settings Nest settings icon Unlock.
4. Once your Nest thermostat has been unlocked, you can select Lock in the Nest thermostat settings to lock it again and set a new PIN.

You can also choose to have your thermostat remain unlocked through these settings.

Hope this helps! Let us know how it goes.

-From Ai, Community Specialist.

[gmutlu]

I have the same problem. The thermostat is NOT connected to Nest app. How can I unlock the thermostat? Please help! I cannot use my AC. 

[drthein]

My problem is similar but I cannot even reach the setting icon because when I touch the next ring it asks for a pin #. When I go into the next app, there are no devices showing.

[drthein]

Can someone offer a solution? Thank you in advance.

[Nataleevaughan]

I’m having the exact same problem- HELP

[gmutlu]

I have the same problem. The thermostat is NOT connected to Nest app. How can I unlock the thermostat? Please help! I cannot use my AC. 

I tried to mount it to two different computers, it does NOT mount.

[GUSTO1122]

Good Morning, I have the same issue now. Were you able to fix it? 

[gmutlu]

The service team emailed me a document to reset the code via connecting the nest to the computer. I did all the steps they told me to do and in the end, the conclusion was that it was a software error of Nest. It took me to weeks and hours on the phone to get to this conclusion. I was out of warranty period but the service team still offered me a free nest replacement because I spent so many hours and it turned out that it is a software error. My free nest arrived and it works perfectly. I sent the old one back per their instructions.

[Nataleevaughan]

Wah! Is there any way you can share that document with me so I can give it a try? 

[gmutlu]

No,I cannot because of security/IP issues but also I think it is product specific. You need to call them. 

[Jake]

Hey there,

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh. I did find an article that could be of help. If you have additional questions, feel free to submit another post, and provide as many details as possible so that others can lend a hand. Hope this helps!
 

Best regards,

Jake

[Karissa]

SAME