Devices no longer show on the Nest app

[Bborz]

I use the Nest locks to set up guest access to our vacation home for friends and family. Yesterday, all of my devices, including my locks, thermostat, and smoke detector or no longer in the Nest app. I am overseas, I will not be back in the house for a month, I need to get Access set up for people. How do I get this back? And why did it disappear in the first place? I can see the devices on Google home, but I did NOT do a migration for the very reason of being able to set up guest access.

[code_]

Have you tried another device to see if they still pop up or another member who can manage your home  devices?

[Bborz]

I am still trying to figure this out. I guess my next step is to set up a Gmail account and see if Google is just trying to force that on me. It’s not an option to have someone else manage all my devices and all the Cummings and goings of my friends and family at this other house. It’s just not realistic, unfortunately. 

[Bborz]

I was the only one with access to this home on the Nest app.

[Bborz]

About nine months ago we started to migrate to Google home. But found that we could not add guest codes with Google home and had to maintain the Nest app. We called Google and they fixed this for us so our data was back on the Nest app and we could manage everything from there. I can still see all the devices on Google home, But I’ve always had access to them on the Nest app in order to add friends and family codes. 

[MplsCustomer]

@Bborz 

If you can see your Google Nest devices in the Google Nest app and in the Google Home app and if you are signing onto the Google Nest app using the "Sign in with Google" option and are signing into both apps with the same Google Account, then you HAVE migrated your Nest Account to a Google Account.

After migrating from a Nest Account to a Google Account, you still have access in the Google Nest app to all of the same Google Nest devices. (We migrated in 2020 and continue to use the Google Nest app for our 1st gen cameras and doorbells.)

The most likely reason why you suddenly can no longer see ANY of your Google Nest devices in the Google Nest app is if you somehow inadvertently signed into the Google Nest app with a different email address than the one you were previously using.

[Bborz]

I do think it might have something to do with the fact that my email address for Nest and Google Home are the exact same. I only have one email account. And I choose the “sign in with Nest“ not sign in with Google when signing into the Nest application.  
in fact, after reading your note, I tried to just sign in with Google to the Nest application, and it wouldn’t let me, it said that the email address is already being used for another login. 

[MplsCustomer]

@Bborz 

You might need to contact Support.

I don't understand how it's possible to sign into both the Google Nest app (using "Sign in with Nest") and the Google Home app with the same email address (a gmail address?) if you have NOT migrated.

This is Google Nest Help's page on migration; maybe something there will provide an insight:
https://support.google.com/googlenest/answer/9297676

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 page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Bborz]

I have contacted support, they claim they cannot help. They said to use a Gmail address as my current one is a yahoo address. My wife has a Gmail address, now she cannot log into Nest either. There had to be some update made to Google home and or nest which caused this. Neither one of us can recover our nest app sign. And we have no access to set up guest codes. Google has literally bricked their own hardwares ability to function. It makes no sense. My wife deleted me from Google home, and tried to add me into Nest, and it just flips her right back to Google home. I know they’ve been trying to get rid of the Nest app, if they would just add the guest code functionality everything would be fine! So frustrating. Thousands of dollars in hardware, locks, thermostats, smoke detectors, and they’ve bricked them on us… if anyone knows of a solution, please offer it up!

[MplsCustomer]

@Bborz 

I don't have any further suggestions, but I'm just another Google Nest customer. I think you may need to try contacting Support again to get a more knowledgeable Support person with whom you can share the full details of your situation and help you to resolve it. My guess is that it will take some time for a Support person to understand your situation,

I don't know how you can be logging into both the Google Nest app (using the "Sign on with Nest" option) AND the Google Home app with a Yahoo account AND see the same Google Nest devices in both apps (which requires migration from a Nest Account to a Google Account, which requires using a gmail account and precludes being able to log into the Google Nest app with the "Sign on with Nest" option). I don't know why you have now lost the ability to log into the Google Nest app. And if your wife deleted you from your Google Nest "home" in the Google Home app, and the Google Nest app is directing you to the Google Home app, that means you HAVE "migrated", except that you say you have NOT.

By the way, migrating from a Nest Account to a Google Account shouldn't have any effect on using guest codes. You'd set them up in the Google Nest app both before and after migrating. (We're still using the Google Nest app 4 years after migrating.)

[Bborz]

I appreciate the feedback. Yes we’ve had no issues with the Nest app until out of the blue the last few days. My wife did the migration on her account. I never did it on mine. But again, it has not been an issue today and then out of the blue, proof everything is gone. I will keep beating down the doors to try and figure it out. It would be so much easier if they just added the guest code functionality to Google home! 

[MplsCustomer]

@Bborz 

There is no such thing as "migrating" more than one account for a given Google Nest "home/structure".

The migration of a Nest Account to a Google Account can only be done by the owner of the Google Nest "home/structure", and can only be done once.

If your wife was the owner of your Google Nest "home/structure" and successfully migrated her Nest Account to a Google Account, and if it was successful, then after the migration, she would log into the Google Nest app using the "Sign in with Google" option, using the Google Account to which she migrated, and she would log into the Google Home app with the same Google Account, as described on the migration help page (https://support.google.com/googlenest/answer/9297676).

Then she would have to add you as a member of the "household" or "home" in the Google Home app, as described below; this would also give you access to the Google Nest "home/structure" in the Google Nest app. Note that you have to have a Google (gmail) account to be a "household" member.

https://support.google.com/googlenest/answer/9155535?hl=en&sjid=13752615216847370093-NC#zippy=%2Cinv...

As far as the guest code functionality is concerned, you'll have to continue using the Google Nest app for this. Google Nest has been half-way between the two apps for almost 3 years now, and a lot of functionality is still in the Google Nest app.

[Bborz]

While I completely understand, that’s what the policy says… I’m telling you for the last year it’s been fine. I haven’t had a Google email. Nor do I want one. And it’s worked just fine. Until two days ago. One of the handful of the most powerful knowledgeable companies in the world, and, they have bricked thousands of dollars of hardware because why? It doesn’t matter what the policy says, it was working up until two days ago!  But even my wife’s account, is now locked out. And why? She has a Gmail account. Google Home works just fine. No nest.

[MplsCustomer]

@Bborz 

I hope you can work with someone else in Google Nest Support who can sort out what's happened with your Google Nest "home/structure", determine what may have changed, and how to fix it.  I don't understand what happened; many of the things you seem to be describing don't fit my understanding of what's even possible with Google Nest devices. For example, customers in this forum have complained for years about needing a gmail account to use the Google Home app, or to migrate to a Google Account, or be added to a Google Nest "home".

Perhaps you've been able to log in for a year with your Yahoo email because you haven't had to newly log into the Google Nest app in the last year.  (I don't know; I'm grasping at straws.  But I suspect there's something quite unusual with your situation.)

So all I can suggest is to contact Google Nest Support again, where they can work through the specific circumstances of your situation.  I hope they can help; I can't.