forgot passcode for thermostat and I can't reset

[HelenB1]

My thermostat is locked  I can't reset because I cannot get into the system at all.  I have been trying to get a reset email and have received no response for over 2 hours.  I have been on line and it is no help

[David_K · Accepted solution]

If you can't control it using the app anymore, you'll need to reset it using a computer.

1. Connect the Nest Thermostat display via USB to a computer.
   
   
2. Verify that the Nest Thermostat mounts (appears as an attached drive icon).

• If the Nest drive will not mount: Restart the thermostat and the computer.
• If the Nest drive still won't mount: Connect another device to the cable to see if it appears as an installed device.
• If it doesn't appear, use a different cable/port/computer.

If the Nest drive is successfully showing up on your computer, can you see a technicalinfo.PLIST file? If you get this far let me know and I'll ask a community specialist to assist with next steps, as these can't be shared publicly in the community.