Network issues app

[JohnLennon]

Dear,

A few days ago, I noticed that I was disconnected from the Nest app. I tried to connect with my Nest account but I received an error message like ‘network issue, please try again later’.

I thought that maybe by changing the password it would resolve the issue, but when I land on the page where I have to put a new password, I also receive an error message after I’ve inserted a new password.

Could you please help me?? Anyone that has the same issue?

Thank you in advance!

[catheryn]

Hello @JohnLennon, 

Thank you for posting your concern in the community. I apologize for the inconvenience you're experiencing while signing into the Nest app.

I understand that you were initially disconnected from the app and then encountered an error message after trying to reset your password. Don't worry, I'm here to help.

To better assist you, please provide the following information:

• Do you have two-factor authentication enabled?
• Have you tried tapping on "Sign in with Google" using your Google credentials?
• Have you attempted to sign in from a different device?

Once I have this information, I'll be able to provide specific steps to help you access your account.


Thank you,
Catheryn

[JohnLennon]

Hi Catheryn,

Thank you for your reply! Here’s an answer on your questions:

1. I don’t have 2 factor authentication enabled

2. Yes, so I can log in with Google, but I never merged my Nest account with the Google one. So it doesn’t help as I don’t have any product on my google account

3. Yes, but I still can’t login with my Nest credentials

Hopefully you can keep on the investigation. 

Thank you in advance!

[catheryn]

Hi @JohnLennon, 

Thanks for your response and the additional information. 

Based on what you've shared, here's what you can try next:

1. Go to the Google Recovery Account website
2. Update your password there. 
3. Switch back to the Nest app. 
4. Turn off your phone's Wi-Fi and rely on mobile data. This can sometimes help resolve connectivity issues.
5. Sign in using your new password. You should now be able to log in to the Nest app.

If you're still having trouble after trying these steps, feel free to reach out to our support team for further assistance. 

Regards, 

Catheryn