Thermostat entry key not accepted by app

[Suecf]

Thermostat installed and working.  App installed. Entry key not connecting to app

[mkraehe]

I have the same issue! It gives me the error that the key is wrong! The nest shows me the key with a hyphen, but I cannot enter a hyphen so I just enter it without it and it gives me an error. What can I do?

[Drewsb]

I have exactly the same problem, seems to be a common occurrence, as yet no one has suggested anything, it's ridiculous really

[Jpgmz]

I had same issue. I reset the account (see below) and noticed the key is also shown below QRC code on back of thermostat. I did not verify since I reset the previous account connection and started over. To reset account connection go to Settings > Reset >  Account Connection 

This will clear ‘already connected’ error. 
HTH

[Teg]

This is a big issue. If you have older gen it won’t connect.  I think they want you buy a new 249 dollar nest

[Jennyc1110]

I’m having the same exact problem. It seems support pick and chooses who they respond to. I posted here the other day and am still waiting. Now it’s the same hyphen problem with the app 🤦🏻‍♀️

[davey2gravey]

I am having the same "hyphen" problem.  I intentionally bought an older display (v3.4) because the the wifi chip doesn't work in the newer ones (v3.6).  I had one of the newer ones replaced by google and neither the one I sent back or the replacement can see any wifi networks although there are plenty in my area.  I have 2 of version 3.4 in my house that work perfectly.  So I bought one of the same version off ebay and it connected to the wifi right away and then did a software update, but now I can't get it paired to the app.

[NBRDoug]

Anyone ever get this figured out.  Moved into a new house with a Nest Smart Learning Thermostat and getting this same hyphen issue when getting an entry key.  So I can not add it to the app, really souring my impression of Nest products as this is my first one. 

[Drewsb]

Hi in the end I kept trying different entry keys, they all show a hyphen but eventually one worked, still couldn't enter the hyphen on the app but didn't need too, it just accepted the key without entering the hyphen

[davey2gravey]

I eventually got mine to update to newer software (6.1.1).  After this the option to use a QR code instead of an entry key finally showed up when I selected "nest app" in the settings menu.  This worked.  I am talking about an on-screen QR code, not the one printed on the back.  The frustrating part is that, prior to v6, there is no option available to make it look for a SW update.  You just have to wait for to do it on its own.  Doing "all setting" resets seemed to help, but it still took a few days trying it everyday, before it worked.  Anyway, I have full control of mine through the app and webpage now.

[Jake]

Hey all,

Apologies for the late reply. I wanted to follow up and ensure everyone is good to go. I have found a helpful article with some troubleshooting steps to help add your device to the app. Please let me know if that helps, or if anyone is still having issues from here.

Best regards,
Jake

[moniquen]

This article does not address the issue of being given a hyphenated entry key on the device, but there is no hyphen on the keyboard in the app. Additionally, it does not address how to update software on old devices. Any additional help would be appreciated. Thank you.

[mkraehe]

Doesn't help with the problem whatsoever unfortunately.

[milky]

Chiming in to say that this article did not help solve this "hyphen" issue that I'm also experiencing.

[Oli2910]

After reading the comments, I tried again ignoring the QR scan prompt, and it accepted the entry key straight away. Must have been some discrepancy between the QR and entry key... hope this helps

[ankit_mahendru]

Thank you so much. This did the trick for me!! 

[Cheryl_atx]

That didn't work for me.  The hyphen still doesn't show up!  It won't work without the hyphen.  Seems like Google should know how to program an app that shows special characters like hyphens!  Sheesh!  I don't need to re-install the thermostat--just need to re-add the thermostat to my app (because it lost connection for some reason)!  This is ridiculous.

[ankit_mahendru]

Interesting, I didn’t have to put in a hyphen. It worked without it (7 alpha numeric) if I remember correctly. 

[Cheryl_atx]

Did you just insert a space instead of a hyphen?

[Cheryl_atx]

Looking at the Help instructions, the image of the app screen where the key code is entered isn't like what's on my phone.  I think that's the problem. It shows individual boxes for each character. Mine does not. This is the screen in Help:

[Cheryl_atx]

This is what the Enter Key screen looks like in my app.

[Cheryl_atx]

I finally got it to work, but I had to delete my Nest app and start from scratch.  When I entered the key, I used a space instead of a hyphen (space didn't show up though).  This time it connected to the thermostat very quickly.  Sadly, all of my history data is gone.  Also, weirdly, when I look at the thermostat in the Google Home app, the temperature is listed in celsius.  I can't find a way to change it to fahrenheit.  It's still set to fahrenheit on the Nest app.  I don't know how long Google has owned Nest, but they clearly have some work to do to make their software integration more robust. Hopefully they're working on it.

[CharliePDC]

Yes! That nailed it. I was close to breaking something. Thank you

[Markjosephp]

Hello CharliePDC,

Thanks for reaching out and sorry for the late reply.

It seems that you also had the same experience adding your Nest thermostat to the app, but I'm glad that you were able to successfully set it up.

I wanted to ensure that everything is covered here. How's your thermostat now? Let us know if you need more help.

Best regards,

Mark

[Markjosephp]

Hi CharliePDC,

Checking in to make sure that you've seen my response. Please let us know if you have any other questions or concerns.

Thanks,
Mark

[Markjosephp]

Hi CharliePDC,

It looks like we have come to a solution so I'm going to be locking this thread in 24 hours. If you have any other concerns or questions, please feel free to create a new thread.

Thanks,

Mark

[Cheryl_atx]

Just curious. What OS/platform of phones do those of us having "hyphen" problems have?  I'm running iOS 15.1.1  For those of you who had success, what OS are you running? Just thought the problem might be platform dependent.

[Cazzaro0]

I am also having the same issue! This is extremely frustrating! I have separate character boxes to enter for the key which is not being accepted! Help! 

[Cazzaro0]

I’ve sorted this now. I went back to the start and didn’t do the QR code. It then accepted the key. 

[Cheryl_atx]

That didn't work for me.  I don't have the separate character boxes though.

[Srdeighr]

That worked for me. Don’t need. Hyphen, ignore qr code works perfectly. Thanks

[BradleyM]

I had the same problem. Updated the iphone app and it worked the first time.

[DavePastry]

FYI I solved this issue by adding the nest via the browser nest management page, bit of a bodge but it works (when prompted I added the key without hyphen)

[Brad20202020]

Same issue, thermostat software 6.2-27 and iphone app downloaded AGAIN today.  No QR to scan from screen and app keypad has no manner for dash.  Space does not work.  Trying via browser only allows 7 characters vs the 8 i keep getting ie 426-LORE or 311-PANE