nest connect and yale disappeared from app

[Lisac604]

I set up my lock 8 + months ago and have had no issues since. Today I went on the app to enable a passcode and the lock was missing both from Home Screen and products. 

I tried restarting wifi, nest connect, holding down lock button 

then I factory reset the lock but when I tried to re add it to the app it said it was already on my account. Same with the connect (although the instructions for reset of connect are so bad I’m not sure if it actually reset or what). 

what can I do here? I can’t remove them from the app because they are not showing up. I assume some sort of connection issue but I’m not getting any error messages about them being offline. 

[Lance_L]

Hi Lisac604,

I'm sorry for the inconvenience — let's get this sorted out.  Do you have an iOS or Android device? What is the color of the Nest Connect’s status light?

Let's try these troubleshooting steps below:

• Check if the Nest x Yale Lock and Nest Connect is added to another home structure. Follow this handy guide ( see “Switch between homes in the Nest app” section): Manage homes and products with the Nest app
• If both Nest Connect and Nest x Yale Lock are still added to the account, update the Nest Connect’s Wi-Fi connection.
• Since the lock has been reset to factory settings, remove it from the Nest app and then add it back.

Let us know how it goes.

Best,

Lance

[Jenelyn_O]

Hi there,

Chiming in — I just want to check if you're still encountering the issue. Please let us know as we'll be willing to assist you. 

I appreciate your help, Lance.

Thanks,

Jenelyn

[Markjosephp]

Hello Lisac604,

I'm checking in to make sure that you've seen our response. Please let us know if you have any additional questions or concerns before we close this thread in 24 hours. 

Regards,

Mark