No longer can I access my thermostat through the app

[Linda20]

Need help my thermostat no longer allows me to controll it through my phone app

[thomas-78 · Accepted solution]

If you can’t control your thermostat from the app anymore, first check that it’s still connected to Wi-Fi and signed into the correct account. Restart both the thermostat and your phone, then update the app if needed. If it still doesn’t respond, removing and re-adding the thermostat in the app usually restores remote control quickly.

[Fallbutterfly71]

I have the same issue and it’s been going on for years. It won’t allow me to control the thermostat through the app. It’s very inconvenient and actually the phone app controls were the reason we got this Nest in the first place. 

[TerryL1]

I have the same problem. Until yesterday,12/11/25, I was able to adjust the temperature through the Nest App. Then yesterday for the first time I was required to sign in through my google account. I did so and now all I can get is a screen that says Home and Away.  But there is no access to the temperature or economy/heat/ cool settings. Please help.

[thomas-78 · Accepted solution]

If you can’t control your thermostat from the app anymore, first check that it’s still connected to Wi-Fi and signed into the correct account. Restart both the thermostat and your phone, then update the app if needed. If it still doesn’t respond, removing and re-adding the thermostat in the app usually restores remote control quickly.

[jenniffert · Accepted solution]

Hi there,

Thanks for reaching out to the community! I understand you are currently unable to access your thermostat through the app. I recognize that this is an inconvenient situation, as it prevents you from setting your desired temperature. No worries, I can definitely assist you with this!

To better investigate the issue, I’d like to gather the following details if you haven't shared them yet:

• What is the specific model and generation of your Nest Thermostat? Here’s a helpful article on how to identify your thermostat model.
• Are you using the Nest app or Google Home app to control your thermostat?
• Could you confirm if you see the thermostat in the app and whether it appears offline?
• When did you first notice the issue?
• Did you get any specific error messages or codes?
• Has there been any recent change in the home Wi-Fi network?

In the meantime, I’d suggest the following steps:

• Confirm Account: If you can't see the thermostat listed in the Nest or Google Home app, make sure you are logged into the correct account that was used to install the thermostat. If you manage multiple properties, also check if the thermostat might have accidentally been placed under a different 'Home' or location within the app.
• Check Wi-Fi on the Thermostat: Please check the physical thermostat to ensure it is still connected to your Wi-Fi network. If it appears disconnected, verify if the thermostat can detect your Wi-Fi network or any other nearby networks. To check this, navigate to Settings > Network on the thermostat’s screen

I appreciate your input, @thomas-78.

I look forward to your response.

Best regards,
Jenniffer

[TerryL1]

Jennifer, I believe I have the Nest  Thermostat E. I have had its for several years . It is a basic model that allows me to set it on Economy when I am not there. It is located in our beach house in Delaware. I am currently in Missouri and will not be back in Del. for several months so I cannot just pull the cover off and give you the model number, etc.. I have always accessed it through the Nest app.
In Mo. I have another home with a newer Nest Thermostat that I installed a year ago. That one is accessed through the Google Home app. 
The problem began last week when I was checking the Del setting through the Nest app. For the first time I  was prompted to sign in through my Google account. I did so and now on the Nest app all I get are the words Home and Away, but nothing happens when I click them and I have no ability to check the temperature or make sure it is still on Economy. On the Google Home app I can get access to the Mo. thermostat as I always have. That app seems to know of the Del house because when I click on the little map icon at the top it gives me the option of showing the Mo. house or the Del house, which is called Beach House. But nothing happens when I click on Beach House. I know that the wifi in Del is working because I can access my wifi cameras. 
Bottom line— I can’t access the Del house settings through either app. 

[jenniffert]

Hi @TerryL1,

Thanks for following up on the case and for sharing those important details! I appreciate the confirmation that your network is stable, especially since your cameras are functioning properly.

It sounds like your Nest Thermostat E in Delaware isn't appearing in the Nest app. Usually, when a device is missing, we need to disconnect and reconnect it manually. However, that process requires you to be physically near the thermostat to scan the QR code.

Since you are currently away from the property, could you first confirm you’re signed into the exact email address used for the initial setup? This may allow us to access the thermostat remotely and avoid the manual reconnection process.

Keep me updated.

Best regards,

Jennniffer

[TerryL1]

Jennifer, I only use one email address so it  was signed into that address for the initial setup and should still be under that address, which is #.

I have a Google email address—#. But I do not use that email address for anything.

thanks.

[TerryL1]

I typed in my email addresses in my previous reply, but the program changed them to #.

perhaps we should talk by phone.

[jenniffert]

Hi TerryL1,

Thanks for your reply! I appreciate you for the information provided.

If you are certain of the email address associated with your thermostat but it still isn't appearing in the app, you will need to reconnect it manually. This process requires you to be physically near the device. Please follow these steps:

• Disconnect the thermostat: On the thermostat display, go to Settings > Reset > Account Connection. If you do not see this option, select Network instead. For detailed guidance, refer to this article: Restart or reset a Nest thermostat.
• Re-add the thermostat to the app: Since the thermostat is not showing in your app, you will need to add it again as a new device. Please see this article for instructions: Add your Nest thermostat to the Nest app. Tip: Since your thermostat is already on the wall, be sure to select the "Already installed" option during the setup process to skip the installation instructions.

Additionally, if you prefer to speak with one of our representatives in real-time, visit our Contact Us page and follow the prompts until you reach Contact Options. Then select “Get a Call” or “Chat.” Our team has the necessary information and resources to provide you with the available options to resolve this inconvenience.

Keep me posted.

Best regards,

Jenniffer