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Nest app for learning thermostat

Community Member

The app says it is offline, but the thermostat says online. I have tried to load this well over a dozen times and have read all the directions and all the fixes, but it will not take the code. a message says it is the wrong code. It worked well until I got a new iPhone.


Community Specialist
Community Specialist

Hi help3,


Thanks for reaching out and for being a step ahead of us. I'm sorry for the delay. What type of Nest Thermostat do you have? Connection interference could cause your thermostat to go offline in the app such as cordless phones, Bluetooth devices, baby monitors, and other Wi-Fi devices.


A few questions: were there any instances that your thermostat shows low power? How far away is your thermostat from the router? Also, try to use different mobile devices and install the Nest app and see if it would show offline.


Giving these steps a whirl might help:


  • For Nest Learning Thermostat and Nest Thermostat E
    1. Remove the thermostat from the Nest app.
    2. Go to the "settings" of the actual device and look for "reset" then select "account connection". 
    3. After resetting, reconnect your thermostat to your Wi-Fi then add it back to your account.
  • For Nest Thermostat 2020
    1. Remove the thermostat in the Google Home app.
    2. Go to the settings of the actual  device then look  for a factory reset. 
    3. The thermostat will say "continue to set up to the Google Home app” after reset.
    4. Add the thermostat back to your account.