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Locked out of NEST Thermostat: Not connected to the app and I cannot unlock it- Help!

Holly51
Community Member

My nest is locked and I’ve tried to use all possible pins I can think of and nothing has worked and my nest thermostat isn’t connected to my app and I’m just stuck and can’t use the thermostat! Please help !! 

10 REPLIES 10

David_K
Platinum Product Expert
Platinum Product Expert

If you can't control it using the app anymore, 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.

Facheti
Community Member

Yes I see technical info.plist

Facheti
Community Member

I see it

Facheti
Community Member

Hello 

David_K
Platinum Product Expert
Platinum Product Expert

@Facheti Are you also experiencing this issue and have followed the steps I shared? You don't appear to be the original poster of this topic?

Facheti
Community Member

Yes I did 

Facheti
Community Member

Hello can i speak with someone 

David_K
Platinum Product Expert
Platinum Product Expert

Worth pointing out the community isn't a real time support channel. If you would prefer, here is how to contact the Google Nest support team directly to speak to an agent.

  1. Go to Contact Us - Google Nest Help
  2. Select an appropriate product or category, type a brief description of the issue, then click Next.
  3. Click Other, then click Next step.
  4. In the Resources section, click Next step.
  5. Choose to get a phone call, call or chat with the team, depending on availability in your country.

MDBelalHossain1
Community Member

Locked out of NEST Thermostat: Not connected to the app and I cannected on & online support it- Help!

David_K
Platinum Product Expert
Platinum Product Expert

Were you able to follow the steps I shared above? Have you already contacted support for next steps?