New Number No Code

[Kimm]

I called customer service, and they could not provide a logical solution to my issue.

I have an existing Nest account for my thermostat. Whenever I try to log on a code is sent to my old phone number. I was told my only solution is to create a new email account and a new nest account. It is completely impractical to set up a new email just for Nest or to tell my thousand or so contacts to update my email address just because Nest can't figure this out. Surely, I'm not the first person to have this problem.

When I asked to speak with someone more senior, I was told that probably wasn't possible because the senior person suggested the solution of a new email address. Uggghhh! Need help from someone with common sense.

[Markjosephp]

Hello Kimm,

I'm sorry if you have to go through this. We'd like you to have a better experience.

It appears that your old phone number was associated with your Nest Account login with the Nest App's two-step verification. Here's what we can do.

This can be temporary; do you still have access to your old phone number? If none, your mobile service provider might be able to move your old phone number to a new phone, and you can receive 2-step verification codes there. Once you get access to your registered phone number for 2SV (the old number), you need to change it to your preferred number (the new number) or turn it off.

Check out this guide on how to change the 2-step verification settings in the Add 2-step verification to your account section of the Nest app.

Please keep us posted.

Best regards,

Mark

[Kimm]

Not helpful and an insult to my intelligence. If I could access the old number that would be done l.

[Jake]

Hey there,

I am sorry for the trouble, and for any frustration that has occurred. I know this is not an ideal situation. Since we have no way to access your account through the forums, I would recommend reaching back out to our support team for further help.

Best regards,

Jake

[Kimm]

Lol. No one from technical support is going to help me. Nest is so basic y’all don’t have the capability to handle it. I know because I ran this all the way up to Rishi Chandra. This, my comment, I’m going to replace Nest, and y’all will eventually go the way of Sears. Bye.

[Jake]

Hey Kimm,

I understand the frustration, and I am sorry to see you go. Please let me know if you have any other questions from here, as I would be happy to take a closer look.

Best regards,

Jake

[Jhonleanmel]

Hi folks,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

[Jhonleanmel]

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel

[Jake]

Hey there,

I wanted to check in and see if you managed to see Mark's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Kimm]

Hi Jake. Thank you for checking in, but, truthfully that response was a waste of time. I’m not stupid. If I could access the old number, I wouldn’t have posted anything to begin with. I changed my number 6 months ago. I didn’t need the app until I had a problem with Nest. I changed my number like other people do to reflect a new area that I live in. I have two step authentication turned on everywhere including my bank. You are the only company that can’t accommodate this request, and I don’t think anyone who could change that gives a crap. I’ll be switching thermostats. Y’all can get away with treating existing customers poorly in the short term, but you’ll eventually go the way of Sears.