Nest App on ipad, not connecting

[Cyn2]

I have a Nest Learning App, but cannot find out which generation, it does not say on the box or instructions, it was fitted in Sept 2020.  I have the App on iPad and iPhone but when I open the app it asks for password and then says incorrect, using Google log on.  I have always been able to use the app to fix heating and water schedules without logging in or anything.  I try today and am getting nowhere.  on the Nest dial on the wall it says App connected.  Can you advise me please, I have spend 2 hours already and getting nowhere.  thanks.

[Cyn2]

I have checked on the Nest unit on the wall trying to get a connection number to add it again  but it says already connected to App.

[MplsCustomer]

@Cyn2 

Perhaps you should try calling Support (below) to walk you through your situation. The Nest Learning Thermostat is installed in the Google Nest app, but can be seen in the Google Home app IF you have migrated your Nest Account to a Google Account.

If you have NOT migrated your Nest Account to a Google Account since installing your thermostat in Sept. 2020, then you cannot sign into the Google Nest app using the "Sign in with Google" option and need to sign in using the "Sign in with Nest", using the original username and password you used when you installed the thermostat.

If these comments don't help clarify what happened in your case, contact Support;

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Cyn2]

Thank you, I will go through what you have said.  I set it up with Google, as I kept a record at the time saying used Google.  

[David_K]

To add to MplsCustomer's advice, here's how you can work out which model of thermostat you have:

How to tell which Nest thermostat you have - Google Nest Help

[Cyn2]

Thank you… My Nest learning thermometer is Gen 3

[Cyn2]

Thank you for your help… I finished up getting a phone call  support which took me through doing a factory reset and setting it all up again.  All working now.