Nest thermostat connected to Wi-Fi but missing “Nest Service” and no entry key

[jspringborn]

Hello,

I’m having an issue reconnecting my Nest thermostat to the app. The thermostat connects to Wi-Fi successfully and shows as online, but there is no “Nest Service” option under Settings, and it never generates an entry key for setup.

I’ve already tried the following steps multiple times:

• Factory reset

• Reconnected to Wi-Fi (and verified strong signal)

• Confirmed the thermostat is running the latest software

• Tried setup through both the Nest and Google Home apps

• Tested with personal hotspot to rule out router issues

Despite all that, the device remains connected to Wi-Fi but won’t produce an entry key, and “Nest Service” never appears in the menu.

This appears to be a backend unlink or Nest Service disablement issue — several other users have reported this when the thermostat is still registered in the Google cloud and needs to be re-enabled manually by support.

Here are my details:

• Model: Backplate-1.9

• Software version: 4.0.20 / 1.1

• Serial number: ******

Could someone from the Nest team please check whether the Nest Service is disabled or unlinked on the backend for this device and re-enable it?

Thank you very much for your help.

Best,

Jeff Springborn 

[Allbran]

Which one do you have?  Mine is the original one, maybe a Gen 2.  Support ended for it and now I can't access it at all in the app.  Doesn't see it at all.  Is this normal?  I just thought I wouldn't get updates anymore ..  I can't use it at all anymore??

[David_K]

Hi @Allbran 

Yes this is expected. Starting October 25, 2025, 1st and 2nd gen models started to be unpaired and removed from the Nest and Google Home apps. Whilst you can't control it using the app anymore, you can still continue to control the thermostat using the controls directly on the thermostat itself.

End of support for Nest Learning Thermostats (1st & 2nd gen) - Google Nest Help

[Allbran]

That is ridiculous and I won't be buying Nest simply out of spite.   I never updated my app, they are forcing me to buy a new one.  When I was perfectly content with it the way it was.  

[rlof2453]

Good to know. I will 100% not be purchasing Nest to replace the one I currently have.

[jspringborn]

Mine is a 3rd generation, and it still can check and update releases of software.  

[David_K]

Hi @jspringborn 

Important: In case you need to reset the thermostat, I would recommend you write down the wiring information so you can easily enter your thermostat's wiring if needed. On your thermostat, go to Settings > Equipment. You might want to do this for other settings, such as system heating type, and safety temperature as well.

Try these steps:

1. On the thermostat, go to Settings > Reset > Account connection. If you don't see this option, you'll need to select All settings.
2. Follow the setup steps: Add your Nest thermostat to the Nest app - Google Nest Help

Setup the device using the Nest app. The QR code and setup key are in the settings on the thermostat itself and are not printed on the device.

[jspringborn]

I have tried this a couple of times.  My thought it needs to be reset on Google side.  I am getting emails about this thermostat running and not cooling down when I have the heat on.  It is getting data somehow.

[jspringborn]

Still waiting for support. My Nest Learning Thermostat (3rd Gen, serial *****) remains connected to Wi-Fi but has no “Nest Service” option or entry key.

[jspringborn]

Tagging @GoogleNest or @CommunitySpecialist — please escalate this. My thermostat (3rd Gen, SN 01BA01AB011200TB) is online but has no “Nest Service” or “Get Entry Key.” It’s a backend unlink issue that needs to be re-enabled server-side. I’ve already factory-reset and confirmed Wi-Fi.

[jspringborn]

Following up again today. The thermostat remains online and shows a strong Wi-Fi signal but still has no “Nest Service” option. It looks like a backend unlink issue that needs to be re-enabled by Google. Can a specialist please take a look?

[Allbran]

You're certain it's not a gen 1 or 2?

[jspringborn]

Yes.  

Your thermostat’s details

• Software version: 4.0.20 / 1.1

• Model: Backplate-1.9

• Serial number: 01BA01AB011200TB