Nest App/Thermostat

[ajboing]

Can someone please help?

for some reason, my Nest App today no longer shows my products. 
im therefore trying to add my thermostat so I can change my heating from my phone. 
I scan the qr code fine. As the thermostat is already installed (and working fine), I then insert my 6 digit entry key. However the app cannot find my thermostat even though my phone is right next to it.

have tried restarting thermostat, WiFi router, phone. WiFi and Bluetooth all working fine too. 
but I can’t connect the app to the thermostat still. 
any ideas appreciated 

thanks 

[CoolingWizard]

@ajboing ,

Is the nest thermostat reporting that it doesn’t have access to Wi-Fi at this time?

AC Cooling Wizard

[ajboing]

hi - nope. Just get error message - “something went wrong. We’re having trouble connecting to your thermostat. Make sure that you’re close to it and that it’s mounted on the back plate. TD023.” On the thermostat itself, in settings, network, it shows it connected to my WiFi.

im puzzled 

[CoolingWizard]

@ajboing ,

that error message implies that either your smart phone is not connected to a Wi-Fi or that the Google cloud server server itself is not reaching the Internet and your phone. Keep in mind that the nest smart app on your phone does not talk directly to your thermostat, but talks over the Internet to the Google nest cloud server, and the cloud server reaches back over the Internet to your nest device. 
AC Cooling Wizard

[MplsCustomer · Accepted solution]

@ajboing 

I think the most likely reason for the Google Nest app suddenly not showing ANY of your Google Nest products is if you have somehow inadvertently logged into the Google Nest app with an email different from the one you were previously using, or have connected to a different Google Nest "home/structure" in the Google Nest app.

I suppose there could be the remote chance there is some sort of strange Google Nest outage causing this, but I've never heard of that happening, and their status page does not show any problems:

https://status.nest.com/posts/dashboard

[ajboing]

Hi - ty, that is it!

I forgot I had another Google account linked to my phone number. Signed into that one instead and my product reappeared!

thank you!