Will a Nest C Wire Adapter fix my compatibility issue

[NEHolmes]

I did the compatibility checker before installing my thermostat and it said that it may be compatible and may need the C-Wire Adapter. However, now that I have the thermostat installed the Google app says it’s not compatible. End of story. I can’t do anything else. It doesn’t give the option to upgrade with a C-wire adapter

[mejiacruz]

Hi @NEHolmes 

Thanks for reaching out, I'm sorry for the delay. I understand your frustration. It's certainly inconvenient when the compatibility checker gives one answer and the actual installation process presents another.

I'll need to have more information in order for me to give you the best resolution.

1. Which thermostat do you have?
2. Which HVAC system do you have?
3. Which wires do you have connected in your thermostat? (please attach a photo)
4. What is the exact message the app (or thermostat) is showing 
5. Whave you tried doing a Factory reset? If so which type of factory reset do you perform?

As soon as I get the information we can proceed with the steps to work on it.

All the best,

Josh