Nest Guest Codes Not Reliable

[YaleBeCrazy]

I've seen several closed threads with this same issue. 

I add a guest to the Yale lock and the code just doesn't work. All specs are correct-- the code is entered correctly, time is correct. I see the history of "Incorrect passcode entered several times" along with the locking history of the deadbolt, so the Nest Connect is working. What can we do to fix this?

[janthadeus]

Hi YaleBeCrazy,

Thanks for trying here. Let’s sort this out — a few questions: is your lock’s privacy mode on? When did the issue start? Also, do you have an Android or iPhone? 
 

Give these steps a try:

1. Restart your lock by removing one of the batteries for 60 seconds. Then, plug it back in.
2. Turn off your lock’s privacy mode in the Nest app:
3. You can turn Privacy Mode on or off with the app.

• Select your lock on the app home screen. You’ll know if Privacy Mode is enabled if you see Privacy Mode on the main screen.
• Tap Privacy Mode.
• Tap Turn on.
  • If your door is unlocked, tap Lock and turn on to lock your door and then turn on Privacy Mode.
  • To turn off, tap Turn off.
• Using the thumb turn:
• Turn the thumb clockwise inside your home to unlock the door. This will also turn off Privacy Mode. The lock will say, “Privacy mode is off.”

Let me know how it goes.

Thanks,

JT

[YaleBeCrazy]

So, per the other closed threads, I called Nest help. I spent a good 90 minutes reinstalling the Nest Connect and Yale lock (which is a painful process with one person with only two hands, on the phone with a rep who's never done this himself so he runs through the steps at a pace that doesn't match what he's actually instructing). 

So we'll wait and see if it messes up again.

I am running all the guest adds off an Android phone. The Connect is working because I can control the lock wirelessly. Just the reliability of an individual guest code is in question. 

[janthadeus]

Hey YaleBeCrazy,
 

I appreciate your efforts getting in touch with our support. I know how you feel about this. Let’s have a better look — here are some things to keep in mind when creating or changing a pass code:
 

• The Nest app won’t let you set the same pass code for people who share access to your Nest home. Everyone must have a unique pass code so that you are aware of the activity in your home when someone uses their pass code on your lock.
• Pass codes must be 4 to 8 digits long.
• The Nest app won’t let you use easy to guess pass codes like 111111 or 123456. Pick a number that’s easy to remember, but would be hard for anyone else to guess. Avoid using birthdays or other identifying information when choosing a pass code.
• You can only have 20 pass codes (the owner plus 19 others) for each home in your account in the Nest app (3 homes maximum). 

I hope that helps.
 

Regards

JT

[Princesss]

Hey there,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

[YaleBeCrazy]

Not really. Just a 2 hour phone call with a customer service rep who had never physically done the lock reset so he was kind of painful. Just crossing fingers it helped and won't know until the app decides to fail again since nobody from Nest will address the issue we've brought up multiple times directly. 

So, locking the thread is probably what you have to do, but nobody has addressed the issue, so my assumption is y'all don't know what's wrong and it didn't seem like you care to fix it. So to be clear for people who are looking this up, frustrated with the functionally of the app, just know, it's a full reset and cross your fingers. 

[janthadeus]

Hi there,

I know where you’re coming from. I want to make sure you’re all good — did those steps work?

Thanks for chiming in, Princess.
 

Best,

JT

[janthadeus]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Regards,

JT

[YaleBeCrazy]

Considering y'all never answered any of our questions on this thread or others like it, I feel like it has been a pretty darn useless experience. 

What would you like the users and customers of Nest to know about this issue? Can you please tell us?

[janthadeus]

Hi YaleBeCrazy,

I’m sorry if you feel that way. This isn’t the experience we wanted you to have. We’d like to further check on this — could you fill out this form and let me know once you’re done?

Looking forward to your response.

Thanks,

JT

[janthadeus]

Hey there,

We haven't received your form. Were you able to fill it out? Do you still need help?

Regards,

JT

[EmersonB]

Hey everyone,

@YaleBeCrazy I wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.

I appreciate the help, JT and Princess.

Best,
Emerson

[EmersonB]

Hello YaleBeCrazy,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Regards,
Emerson