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Troubleshoot Nest Renew Enrollment

Make sure you’ve been invited to Nest Renew

Nest Renew, a service for compatible Nest thermostats, is rolling out in early preview to customers by invitation. A selection of eligible Nest thermostat customers with compatible Nest thermostats will be invited to try the service during early preview. During the early preview phase, interested customers who have not been invited can navigate to the Nest Renew announcement webpage and provide their email address and zipcode to stay updated on Nest Renew’s broader launch.

Check that you have a compatible thermostat installed

You need one of the following thermostat models already installed to be eligible for Nest Renew:

  • Nest Thermostat
  • Nest Thermostat E
  • 3rd gen Nest Learning Thermostat

How to tell which Nest thermostat you have

Note: If you have a new Nest thermostat, use the instructions included in the box or in the app to to set up and install your thermostat.

Get help connecting to your Google Account

You’ll need to sign in with your Google Account to complete Nest Renew enrollment on the web.

Can’t sign into Google Account

If you’re having trouble signing into your Google Account during Nest Renew enrollment, check that you can sign into your account in another web browser tab on your computer, or with your phone.

If you’re having trouble signing in from there, you can troubleshoot sign-in issues in the Google Account Help Center.

Can’t enroll after invitation

If you were invited to the Nest Renew early preview, make sure you sign in using the account that was invited. Check which email address the invitation was sent to.

If you are signed into a Google account on your browser that isn’t the one that was invited to the Nest Renew early preview, sign out of that account, switch to the invited account, and then try enrolling again.

Missing home in the app

If you’re enrolling in Nest Renew and the Google Account that was invited to the Nest Renew early preview is not linked to an existing home in the Home app, you will need to create a new home in the app.

If you have more than one Google Account, make sure that you enroll with the account that was invited to the early preview. 

Multiple homes or incorrect home in the app

If you have more than one home in the app, confirm which one you want to use with Nest Renew, and make sure that it is associated with the Google Account that was invited to the Nest Renew early preview.

  1. Open the Home app Google Home app.
  2. Confirm that the home name and devices listed are correct. If you have more than one home, switch homes.
  3. If the home that you want isn’t listed, you might not be signed into the right account. Tap the profile icon in the top right corner, then Expand account list to switch accounts or tap Add another account to sign into another account.
  4. Confirm the home that you want to use is associated with the Google account that was invited to the Nest Renew early preview.
  5. Once you’ve confirmed the home you want, use the account linked to that home to complete Nest Renew enrollment.

Get help with the utility account link

The Nest Renew enrollment website will notify you if the utility account link fails. If this happens, the utility account number or related account details might have been incorrect.

  1. Sign into your online utility account to confirm the account number and related details.
  2. Try to enroll again, and enter the correct utility account number and/or associated details.
  3. If you can't find the information you need, here is additional help:
  • Utility account number 
    Normally, you can find your utility account number on your utility bill or in your online account. If you need more help, contact your utility company.
  • Utility tariff/rate code
    This part of enrollment is optional. But if you’d like to add this detail you should be able to find the utility tariff or rate code on your utility bill or in your online account. If you need more help, contact your utility company.
  • Your name isn’t on the utility bill or account
    You can enroll in Nest Renew Premium as long as you are the customer of record for the utility account, or you are an authorized user and have been properly authorized by the customer of record to share the utility account number with Google and enable Nest Renew Premium.
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