Update Phone Number to Access Nest

[Lifeisatrip]

I cannot access my nest app because after resetting my password through the link sent to  my e-mail address, it sends a code to an old phone number. I don’t understand why I can’t reach out to a Nest support center to assist with this simple matter. I have read through threads and clearly I am not the only person with this issue. Very disappointed that such a large corporation such as Google can’t solve a simple issue as this for its paying customers. 

[MplsCustomer · Accepted solution]

@Lifeisatrip 

They would also need to know your email address, they would have to go to home.nest.com or to the Google Nest app and select the "Reset password" option, and they would need to be able to access your email account in order to receive the reset email message.

[MplsCustomer]

@Lifeisatrip 

Unfortunately, any company has a challenge with online validation of a customer for things like a password change if the customer has set up two-factor authentication but has not updated the phone number used for 2-factor authentication BEFORE attempting a password change.

This is Google Nest's Help topic on this:

https://support.google.com/googlenest/answer/10371718

If that does not help, you can use the "Call or chat with a specialist" link on the above page, or use the same link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[zoeuvre]

Hi folks,

@Lifeisatrip, thanks for reaching out to us, and I'm sorry to hear about the situation. I want to check if you are still in need of any help. If so, you can ask your carrier to transfer your old phone number to a new phone or SIM card so you can still get the code notification send to it. 

Let us know if that helps.

I appreciate your help, @MplsCustomer. 

Best,

Zoe 

[Lifeisatrip]

Thank you everyone for reaching out. I was able to contact a Nest representative. No one was able to help. No one is able to update my phone number on my Nest account. The only option given was to make a new Google account to sign into a new Nest account. However, when I created my Nest account (before it was purchased by Google) I used a non-Google e-mail. I should not be forced to make a Google account to receive services I am entitled to with the purchase of a product or to access my Nest account online. It is a real disappointment and shame. Google should have the ability to  at a minimum, delete my previous Nest account and let me recreate the account with my old e-mail at a minimum. I shouldn’t be forced to create a new Google account to access a new Nest account. 

[MplsCustomer]

@Lifeisatrip 

Unfortunately, I think both of the things you are asking Google Nest to do are simply NOT possible.

If you originally set up two-factor authentication for your Nest Account, and you specified your phone number as your second form of identification, I think it would be a security violation for Google Nest to update your phone number for authentication purposes, just as it would be a security violation for Google Nest to update your password.

A limitation of using phone numbers as the second form of identification in two-factor authentication is that we, as users, have to make sure that, if we change our phone number, we update the phone number being used for two-factor authentication on any accounts BEFORE we discontinue our old phone number. Alternatively, we can temporarily turn off two-factor authentication until our new phone number is active.

Also, Google Nest requires a Google Account to use the Google Nest app:

https://support.google.com/googlenest/answer/10503498

A Google Account has been a requirement to use the Google Nest app since August 19, 2019; anyone who BEGAN using the Google Nest app after August 19,2019 has had to use a Google Account:

https://support.google.com/googlenest/answer/9297676

So, it's been over four years since it was possible to create a new Nest Account using a non-gmail account.

[Lifeisatrip]

The representative didn’t mention she could turn off the two-factor authentication. That would be all I need. Thank you for your help.

[Lifeisatrip]

Just spoke to Google Nest, they are unable to turn off two-factor authentication. All they can do is create a new google account with me and reset my thermostats.

[MplsCustomer]

@Lifeisatrip 

Only the customer can turn off two-factor authentication; otherwise they'd be bypassing the security set up by the customer.

[Lifeisatrip]

Understood. Thank you. I don’t have access to turn it off without access to my account. Hopefully the person who has my old number doesn’t either.

[MplsCustomer · Accepted solution]

@Lifeisatrip 

They would also need to know your email address, they would have to go to home.nest.com or to the Google Nest app and select the "Reset password" option, and they would need to be able to access your email account in order to receive the reset email message.

[Lifeisatrip]

I don’t believe so, because I have given them my email, verified my serial numbers to my thermostats and they still said they can’t help. 

[MplsCustomer · Accepted solution]

@Lifeisatrip 

I thought you expressed a concern that the person who now has your old phone number might be able to access your Nest Account. I tried to explain that they could not unless that person also had access to your phone number and knew you were a Google Nest customer.

Google Nest Support can't help because it would be bad security practice for Google Nest employees to be able to change your password or your authentication phone number.

[Lifeisatrip]

I misunderstood you. Thank you. 

[Jenelyn_O]

Hi there Lifeisatrip,

I hope you got the answer you're looking for. Please let us know if you still have questions, as we'll be willing to help.

I appreciate the help, @MplsCustomer and Zoe.

Regards,

Jenelyn