Nest thermostat warranty check says no home on that account

[KarBenSam]

I'm trying to check the warranty and get a replacement for my gen 3 thermostat. I used the information from my app but it says there is no home. Also, my thermostat is no longer showing up in my app.

The thermostat stopped connecting to my wifi, worked for about a year, then the battery keeps dying. I have the Nest power connector installed and have recharged via USB several time, but it dies in a couple hours. Battery voltage ranges from 3.8V (right after recharge), to 3.4V (just before it dies) Vin 36V, Vout 35V, 40mA, without the AC running.

I've tried factory rest, multiple recharges on USB, out of options and can't figure out how to get it replaced since I can't even get past the first step.

[Patrick_Caezza]

@KarBenSam 

Can you post a picture of how you have the thermostat and power connector wired?

[KarBenSam]

@Patrick_Caezza I've reinstalled my original thermostat so I have working AC; No pictures available. I followed the wiring diagram in the little book that was in the package for the power connector. For the thermostat, (Main board-->thermostat) R-->Rc, Y2-->Y, G-->G, W1-->W1

[lusvin]

Hi @KarBenSam,

Thank you for posting in the community. I’m truly sorry to hear that you're having issues with your thermostat trying to check the warranty information, and this one stopped connecting to the WiFi and is no longer showing up in your app. Don't worry, I'll be glad to assist you further.

To receive further assistance for your device and check the information about it, please fill out    this form with all the necessary information. Once you've completed the form, please let me know. Someone from my team will contact you shortly to help. Remember to attach the community thread in the form.

Best regards,

Lusvin.