Google Nest Community

CIRoue · ‎12-04-2023

I cannot sign into the app (or the website for that matter):

"nest app had trouble communicating"

I've been trying for six days. It's the correct credentials, because I get a different response if I deliberately use the wrong password.

Even though I know it's the right password, I've tried a reset anyway. I'm also getting an error when submitting the new password, so it's not changing it.

I have a Workspace account (so cannot migrate), but my wife also has a Workspace account on the same domain and she doesn't have a problem.

It's not the app, I've tried reinstalling, and I get the problem in web browser too.

It's not the router. It's been restarted. And I get the problem on mobile data too.

It's not the phone. It's been restarted, and I get the problem on my laptop's web browser too.

It's an account issue.

Since the app will not sign in, the heating is staying on when I leave the house.

I cannot see any useful help at the login screen other than "please try again".

Six days now!

zoeuvre · ‎12-07-2023

Hi CIRoue,

Yikes! I apologize for the ongoing issue you're experiencing with signing into the Nest app and website. Since the problem seems to persist across multiple devices and network connections, and you've already tried resetting your password without success, it's possible that there may be an issue specific to your account. Try these steps:

To resolve the login issue with the Nest app, check for any reported service outages or disruptions on the Nest website or social media channels.
Clear the app's cache and data on a mobile device by going to Settings, selecting Apps or Applications, and choosing clear cache and data. Log out of the app after clearing data.
If possible, try connecting to a different network or switching from Wi-Fi to mobile data to see if the login issue persists.
If you have access to another Nest account, temporarily use that account to access the app and adjust thermostat settings until the login issue is resolved.

Let us know how it goes.

Best,

Zoe

CIRoue · ‎12-08-2023

Thanks for responding, Zoe, I appreciate it. My response to each of your suggestions:

It's been 10 days now. I don't believe there are any service outages? The link you provide above asks for me to log in, and I can't (with my Nest account) for the same reason I can't sign in to the app. And if I try to sign in with my Google account, it says my G Suite account can't be migrated. Do I have to create a new Google account just to check service status? Can you share the current service status?
It's not the app. Tried all that. Tried uninstalling and reinstalling. And as previously stated, I can't even get on home.nest.com via web browser, even on another device.
Tried home WiFi, mobile data, work Wifi, etc. No difference.
Yes, I kinda accept this suggestion, but "until the login issue is resolved"... how do I actually achieve this final resolution? It's clearly an account issue and it's been ten days now. How do I notify Nest support of MY account issue? There is no support channel made obvious for this. I'm obviously not going to put my username on this public forum.

zoeuvre · ‎12-08-2023

Hi there,

Thanks for getting back to us. Nest accounts are separate from Google Workspace accounts, which are designed for individual consumer use. Nest accounts are typically associated with a personal Google account, while Google Workspace accounts are intended for business and organizational purposes. While you can use your Google account to log in to the Nest app, it may not be directly accessible from your Google Workspace account. In this case, I highly suggest you Link a Google Workspace account to the Google Home app.

Regards,

Zoe

CIRoue · ‎12-08-2023

I don't understand how this is helpful. My wife has a Workspace account on the same domain and she continues to have access to Nest (of course not migrated).

How do I have my Nest account access restored?

CIRoue · ‎12-12-2023

Two weeks. Two weeks, my account isn't fixed and I'm no closer to knowing how to provide my username to Nest support to get it fixed. Two weeks without the proper functionality of the thermostat.

What do I do?!

CIRoue · ‎12-17-2023

I eventually found a support email myself. But they claim it's not possible to fix legacy accounts. So it still doesn't work and seemingly never will.

I've been advised it will be necessary to make an entirely new Google account just for Nest.

An utterly disappointing outcome.

Why on earth don't they just allow migration of a Workspace account? Why is this not possible? Why do good products have to get pulled apart, made unnecessarily complicated, and broken by big tech?

CIRoue · ‎12-18-2023

For the record, I manage the data for my Workspace domain. I'm happy for the domain to allow Nest accounts to migrate. Google have never provided an answer for why this is not possible.

I know many people in this community have said the same.

zoeuvre · ‎02-15-2024

Hi there,

I’m sorry for the late reply. I want to check if there might be anything else you needed on this or if you had any other questions. If there's more you need, just let us know.

On the other hand, as of September 2021, the integration between Google Workspace and the Nest app is limited. Both services are separate platforms with different functionalities and purposes. The Nest app is designed for controlling Nest devices, while Google Workspace is a suite of productivity and collaboration tools for businesses. Google Workspace domains are not directly compatible with the Nest app, so users need a personal Google Account to set up and control Nest devices through the app.

Thanks,

Zoe