Help Needed-Unlock Nest Thermostat

[MikeMass]

My son recently passed away and we don't know the passwords he used for his phone and a number of devices and apps. He has a Nest Thermostat in his home and it's currently locked (as is his iPhone). So we have no clue what the PIN is or what secret questions and answers might've been used. His wife doesn't know how to get into the thermostat and do a full factory reset. I need to know ASAP how to get around the PIN/Password so I can put the Google Home App on her phone and then she can control the HVAC system.

Short of removing the thermostat and putting in a replacement, can anyone help out? With this crazy weather we're having right now in New England its very important. Thanks in advance for any/all help.

Mike

[Houptee]

Watch this

https://youtu.be/Gm5Ta8HY9G8

[Mike-Mass]

That video doesn’t deal with a LOCKED Nest thermostat where you don’t know the pin.

[Houptee]

You have to contact Nest support and also will have to remove the Nest and attach it to a computer with a USB cable.

You can read about what is involved in this discussion but Nest has to send a file to you that you copy to the Nest with a laptop.

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Forgot-Nest-thermostat-pin-and-can-t-access-...

[MikeMass]

I've been trying for 45 minutes to get to any link to put me in touch with the mythical Google Support Team. It's all endless loops back to the same pages where they put you back into the community and no full solution. Isn't there a phone number somebody could call? We don't have access to the deceased person's iphone because we can't unlock it to get to the App. The App is not on his wife's iphone. No PIN, no password for iphone, and all these "solutions" bring you back to the same instructions to contact Google Support. I also can't find any link to a Google Chat so I need a link that opens up a chat window. I am not an IT genius, I'm an 80 year old senior just trying to get the heat working in my deceased son's home. Does Google monitor these pleas for help? Terrible, terrible customer support that doesn't have a live chat or an email for technical support.

[Houptee]

Wish I could help you but you will need assistance from someone who understands computers when you do actually get in contact with nest.

It involves moving files into the nest using a laptop and a USB cable etc.

You should try various pin numbers maybe last 4 digits of phone number or year of birth etc.

Otherwise go buy a basic thermostat at home Depot so you can get heat running.

[Mike-Mass]

I filled out a Nest online email form 2 days ago, still haven’t heard from Google Support.

[Houptee]

@Markjosephp Can you assist on this problem?

Thanks Houptee

[Markjosephp]

Hello folks,

I'm dropping by to see how I could help.

Your assistance is appreciated here, @Houptee. Thanks!

Mike, I'm truly sorry for your loss. We understand how frustrating it was for you to try to unlock the Nest Thermostat. Let's try to connect you with someone. Could you please fill out this form and let me know once you're done? A member of our support team will be in touch over email to help.

Best regards,

Mark

[Mike-Mass]

Just wanted to thank everyone who tried to help us out. Somehow, through a stroke of luck, my daughter-in-law came up with a PIN that worked on Friday and she unlocked the thermostat. So all is well as far as heat goes. She did have two pipes freeze up an one burst, but luckily she has a friend who is a handywoman and she cut and capped the pipe in the crawl space.

Mike

[Markjosephp]

Hi Mike,

That's a relief! I'm glad to hear that your daughter-in-law knows the code to unlock the thermostat and remove it. To avoid freezing the pipes, Safety Temperatures can prevent your home from going above or below certain temperatures when the set limits are reached. You'll find options to adjust it in the Nest app or on the thermostat itself. For more information, please check out Thermostat Safety Temperatures and let me know if you need more help.

Best regards,

Mark

[MikeMass]

Unfortunately, the pipe that burst was in a small, narrow crawl space addition to the house that doesn't have any heat. I told her handywoman that wrapping the pipes with a heat coil would be the best solution.

[Markjosephp]

Hello Mike,

Sounds great! I'm glad to hear that the covering of the pipes with heat coils would help to avoid large damage. If there’s anything else I can help you with, please let me know. Otherwise, this thread will be locked within 24 hours.

Best regards,

Mark