Setup new thermostat help

[Aimeewix]

Hello

We received a replacement thermostat and put it on the wall to start the setup process before we tried to add it in the app. It is now stuck on the setup menu and I can't connect it to the heat link. I believe I need to add it as a product in the app to resolve this but can't get back to any settings on the stat itself to obtain the 7 digit key code as I'm stuck in this setup menu!

I've taken it off wall and back on again and still stuck in setup menu. Any advice please?

[AlexD]

Thanks for reaching out to us here @Aimeewix . I am sorry to hear you're facing difficulties with the setup for the replacement and I'll do my best to assist you. 

When it comes to the 3rd Generation units, you need first need to connect the Heat Link. Only after you'll add it to the Nest app. In case of the E model you will first add it in the Nest app and after, pair it to the Heat Link.

You mentioned it's on the wall. Was the thermostat not able to get a wired connection to the Heat Link? 

[AlexD]

Hi, I wanted to check in. Did you see my last message? Keep me posted.