Nest Locked and Not Connected to App

[SacLA99]

My Nest thermostat is locked (I can’t remember my PIN, I don’t even remember creating one) and when I try to connect to it using the app I get an alert saying the thermostat is not connected to WiFi. I can’t connect the thermostat to WiFi because I can’t unlock it! I’ve tried resetting my router, everything else in the house is connected without issue. Help! My house is cold!!

[David_K · Accepted solution]

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.

[SacLA99]

Thank you for your help, however what ended up working was me signing in to my Google account and then accessed my Nest account through Google. 

[PamH]

I have Nest connected on my laptop, now I need the next technical support help

[Vidal78]

i have the same problem, i connect it into computer and i see the file, whats next?

[aperezdeleon]

Hi there Vidal78!

Thanks for letting us know you're able to see the file.

Now that you've gained access take a moment to fill out our quick Contact Us form. It will allow us to reach out to you personally.

Let me know how it goes.

Regards,
Angel

[Vidal78]

Thanks, i already fill the form

[kellypfung]

i got to the tech file. i need help to unlock and reset 

[mejiacruz]

Hi @kellypfung,

I'm really sorry that you are having this type of situation with your Nest Thermostat locked. I’ll need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out  so we can look into this further. Please let me know once you’re done.

All the best,

Josh