NEST x YALE Cannot edit, create passcode in NEST App

[Rscharno1298]

Hello, 

First, thank you in advance to anyone in the community that can help with my issues below. 

In the NEST APP no matter what I do the APP will not allow me to do anything as it relates to passcodes.  I am the primary account holder and this just started happening today. 

My iPhone has iOS Version: 16.5.1 running. I have deleted and reinstalled the NEST app three times today.  I have hard rebooted my phone three times today as well. 

Running NEST App version: 5.71.0

I have tried turning the WiFi on/off on my phone, I have tried turning the bluetooth on/off on my phone. Nothing I do seems to work as it relates to passcodes.  I cannot delete users, I cannot add users, I cannot change passcodes. 

When I click a user and hit remove access I get: " Something went wrong" Please try that again. 

If I try changing a passcode I get: " Something went wrong" There was a problem creating a passcode. Try Again. 

If I try adding a guest I get: GUEST "Something went wrong" Please try that again. 

Thank you in advance for any help,

-Ryan

[Lance_L]

Hi Rscharno1298,

Thanks for posting and for sharing what you’ve done to have your concern resolved. I apologize that the feature isn’t working.

A few questions: what type of Nest device do you have? Were you able to set up a passcode before? Did you try to use a different mobile device? Also, is the mobile device connected to Wi-Fi or mobile data?

Keep me posted, and I’ll be happy to help.

Best,

Lance

[Rscharno1298]

Hello Lance, 

Appreciate you getting back to me.  Please see below.

Nest device do you have? -- Currently my all my issues revolve around changing information in the Family & Guests section of the NEST app. I cannot add, remove and edit guests anywhere.  It wont even allow me edit my passcode under home member.  We are trying to make these changes for control of the YALE deadbolts we have on the home.

Were you able to set up a passcode before? Yes, I have been able to. Its is odd because the day the issues happened I was able to delete (3) old users in a row under home Entry only.  After I deleted the third one that's when everything stopped working in the APP.  I can lock and unlock the locks with the NEST app but cannot change any of the items listed above.

Did you try to use a different mobile device? Yes, I tried my wife's phone and same issues.

Also, is the mobile device connected to Wi-Fi or mobile data?  I have tried both.  Turning WiFi on/off on my phone doesn't seem to change anything.

Thank you again for your help!

[Lance_L]

Hello Rscharno1298, 

Thanks for getting back to me and for sharing what you’ve done to have your concern resolved.

Let’s try the troubleshooting steps below:

1. Unlock the Nest x Yale Lock with the Nest app.
2. In the Nest App, go to Settings > Account > Manage Account > Passcode and enter the passcode.
3. If you were able to change the main account holder’s passcode, try to add a new guest passcode.

Let me know how it goes.

Regards,

Lance

[Rscharno1298]

Thank you Lance, 

Unfortunately this did not work either.  We have two YALE locks at the home and in the NEST account / APP.  I tried unlocked them one at a time ands trying and even unlocking both at the same time and trying them. 

Thank you and have a great 4th!

-Ryan

[Lance_L]

Hey Rscharno1298, 

Happy 4th!

Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

Best regards,

Lance

[Rscharno1298]

Thank you and Happy 4th of July!!

I just filled out the form. 

[Lance_L]

Hi Rscharno1298,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Best,

Lance