Lost PIN nest thermostat and no wifi connection

[Jimmy_T]

My in-laws have lost the password to their thermostat and the unit shows as offline on their app so they can’t unlock it that way, how do we reset the thermostat ? 

[David_K]

If you can't control it using the app anymore, you'll need to reset it using a computer.

1. Connect the Nest Thermostat display via USB to a computer.
   
   
2. Verify that the Nest Thermostat mounts (appears as an attached drive icon).

• If the Nest drive will not mount: Restart the thermostat and the computer.
• If the Nest drive still won't mount: Connect another device to the cable to see if it appears as an installed device.
• If it doesn't appear, use a different cable/port/computer.

If the Nest drive is successfully showing up on your computer, can you see a technicalinfo.PLIST file? If you get this far let me know and I'll ask a community specialist to assist with next steps, as these can't be shared publicly in the community.

[Jenelyn_O]

Hi there,

Chiming in — checking in if you were able to try the steps provided by davidking. Please let me know if you still have questions or concerns, as I'll be willing to assist you further. 

I appreciate your help @David_K.

Best,

Jenelyn

[Jimmy_T]

Sorry for the delay, yes I can see the file on my laptop ! 

[Jenelyn_O]

Hey Jimmy_T,

Thanks for the update. Please fill out this form as I'll hand it over to our team for more options. Please let me know once you're done.

Best,

Jenelyn

[Jimmy_T]

All done.

[Jenelyn_O]

Hey Jimmy_T,

I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon. If you have any questions or concerns, please let me know as I'll be locking this thread after 24 hours.

Best,

Jenelyn