Yale Lock and Nest connect not showing up in Nest app

[Taylcc01]

I was having issues with the keypad on my Yale Nest Lock being responsive. I rarely use the app, but when I opened the app to see if I could lock with that, I noticed it was not in the app anymore. I tried to factory reset, starting with the connect, but it says when I scan the code on the back of the connect that I need to remove the device first. How am I supposed to remove the device if it is not showing up in the app at all? I have looked through the forum. No, it is not under  finishing setting up products. There are no products at all in the app. 

[MplsCustomer]

@Taylcc01 

Are you certain that you are using the same email and password to log onto the Google Nest app that you were using previously.? (Other customers in this forum have reported inadvertently using the wrong credentials to log back in.)

[Lance_L]

Hi everyone,

@Taylcc01, thanks for reaching out to the Community. I wanted to check in and see if you’re still in need of any help. Have you had any chance to see MplsCustomer’s response above? If yes, how was it?

Also, make sure you’re in the right home structure in the Nest app.

1. Open the Nest app.
2. Make sure the app shows your Nest device. If not, tap the menu on the top left corner and switch to the home structure where the device is located.

Here’s a handy guide to learn more about how to manage homes and products with the Nest app.

Let me know if you have any questions.

I appreciate the help, MplsCustomer.

Best,

Lance

[Taylcc01]

Yes. I was 100% using the correct email. I resolved this by deleting the app off my phone and logging back in. It then showed up so I could delete it and reset the lock and connect. 

[Lance_L]

Hey Taylcc01,

Thanks for circling back. We’re delighted that this has been resolved, despite the initial challenges. If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

Regards,

Lance