app has been wiped

[butlerdarren26]

Hi,

For some reason my Nest products have been wiped from my app (not by me), although the thermostat is working fine and controllable I can't do it from my iPhone.

On trying to re add the product it asks for the 7 digit entry key, but when I go to the thermostat it says "this thermostat is connected to an account' so I can not move forwards with re-adding it back onto the app? I have tried to contact Nest but I can't seem to speak with someone, so I am unable to resolve it. If I reboot everything and it doesnt work I will be unhappy if it doesnt work as it's cold at the moment and I don't want to make it worse. 

Does anyone know how I can get the 7 digit number or ideally speak to someone at GoogleNest?

Thanks

Darren.

[cdobbs99]

This is exactly what happened to me! Can anyone assist?

[MplsCustomer]

@butlerdarren26and @cdobbs99 

Is it possible that you are somehow inadvertently logging onto the Google Nest app with an account different than the one you were previously using, or connecting to a different Google Nest "home/structure"? That could explain why it seems that all of your Google Nest products are missing.

To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[butlerdarren26]

Thank you.

It keeps asking for the 7 digit entry key, but when I go to the thermostat is says "This thermostat is connected to an account" and I doesn't give the required entry key

[MplsCustomer]

@butlerdarren26 

I think the most likely explanation is that the "This thermostat is connected to an account" error message refers to YOUR account, the one you originally used to install the thermostat, especially since you indicated your other devices also disappeared from the Google Nest app.

[maedacortez]

Hi butlerdarren26,

Thanks for reaching out. I understand that you're encountering an error ("This thermostat is connected to an account") while trying to re-add your Google Nest Thermostat.

To resolve this, you'll need to reset the account connection on the thermostat. Here's how:

1. Go to Settings.
2. Select > Reset.
3. Choose > Account connection.

Once you've done this, you should be able to add your device to the Nest app again.

Let me know if this helps!

Regards,

Manuel