Your lock doesn’t connect directly to Wi-Fi. Instead, it uses a Google Nest Connect or Google Nest Guard for its internet connection. Are your phone, lock and Nest Connect or Nest Guard close together?
I've linked a help centre article below that will help you troubleshoot this. Do let us know what happens when you try these steps? Try to be as detailed as possible so we know how best to advise.
Thanks for visiting the Community. Since this thread hasn't had activity in a while, we're going to close it to keep content fresh.
We hope you were able to get the help you need, but if you're still having trouble, please feel free to submit another post, and provide as many details as possible so that others can lend a hand. Hope this helps!