Can't connect Nest thermostat to the app

If you're able to connect your Google Nest thermostat to Wi-Fi but can’t add it to your account in the Nest or Google Home app, or an error message appears on your thermostat, follow these steps to fix the problem. Note: If you can't connect your thermostat to Wi-Fi or all your Nest products are offline, refer to the Troubleshoot Wi-Fi and connection issues article.

1. Make sure that your Internet service is working

Check whether you can access the Internet via another device in your home. If you're using a phone, make sure that you don’t use mobile data to test your connection. Turn on aeroplane mode and then turn on Wi-Fi. Visit google.com to check if your connection is working.

If you can’t connect, try using a different device to double-check. If you can’t connect with any device, contact your Internet Service Provider (ISP) to check the service status in your area.

2. Check your app version

Make sure that you have the latest version of the Nest app (for Nest Learning Thermostat or Nest Thermostat E) or the Home app (Nest Thermostat) on your phone or tablet. You can download them from the Google Play Store.

Keep your Nest products and app up to date

3. Restart your Nest thermostat 

Restart your thermostat to refresh your connection. Once done, try to add it to your account in the app again.

On the Nest Thermostat

1. To open the menu, tap the right side of the thermostat.
2. Scroll and tap to open Settings   Restart.
3. Select Restart and choose Yes.

On the Nest Learning Thermostat and Nest Thermostat E

1. To bring up the Quick View menu, press the ring.
2. Turn the ring to Settings  and press to select.
3. Choose Nest app  Get entry key.
4. Your thermostat should show you a 7-character key to enter in the Nest app.

4. Restart your router and modem

Restart your router and modem to reset your Internet connection. You should also restart any Wi-Fi range extenders or repeaters that you're using.

1. Unplug your modem and router. You may have a combination of a modem and router, or they may be separate devices. All of the lights on your modem and router should be off.
2. Wait for 30 seconds, then plug your modem and router back in.
3. Your modem and router should restart. Wait a couple of minutes or until there's steady power and the connection lights appear. A quickly flashing data light may also appear.
4. Try to add your Nest thermostat to your account in the app again.

Note: Every router is different. You may need to consult your router’s user manual for specific instructions on how to restart your router.

5. Check the settings on your Wi-Fi router or access point 

Restrictive firewall security or parental control settings on your Wi-Fi router can sometimes block communication with Nest servers.

Refer to your Wi-Fi router or access point documentation to see how you can exempt the Nest thermostat from these restrictions.

Also, make sure that you use settings that allow your thermostat to connect to your account in the app.

Recommended Wi-Fi network and router settings for use with Nest products