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Troubleshoot notifications and emails from Nest

If you’re not getting alerts from Nest, make sure that your devices are online, that you’ve set up notifications in the Nest app and the Home app, and that your phone isn’t set to block Nest app notifications. Also check that your Nest emails aren’t in the junk folder.

Check the basics

A Nest service outage or an offline product can affect all of the notifications you would normally get. It’s good to quickly rule out that one of these issues isn’t happening before digging into more advanced troubleshooting.

Check for a Nest Service outage

Check the status of the Nest Service. Service outages are rare, but it’s always a good idea to make sure everything’s normal before getting into more detailed troubleshooting.

Check Nest Service status

Note: There may be a delay in service status updates.

Check that your Nest products are online

Your Nest products won’t be able to send you emails or alerts if they’re offline. You can see if they’re offline on the Nest app home screen. In the Home app, tap on your product to check its status

Troubleshooting Wi-Fi and connection issues

Check that you're signed into the app

You must be signed into the app to get notifications.

In the Home app

  • Open the Home app. If you see your account icon in the upper right corner and your Nest products on the home screen, you’re signed in.
  • If you’re not signed in, you’ll see the welcome page. 
    • Tap the Get Started button and confirm which account you want to use or sign in with a different account.

In the Nest app  

  • Open the Nest app. If you see the app home screen with your Nest products, you’re signed in. 
  • If the app asks you to sign in, enter your email and password to receive notifications again.

Check that you're signed into the right account in the app

You can only be signed into one account in the Nest app at a time, and you will only get push notifications for the homes in the account that you’re currently signed into. If you have more than one account or you let a friend sign into their account on your phone or tablet, you could be signed into the wrong account. This can be an easy thing to miss.

Here’s how to check and sign into the right account:

  1. Open the Nest app. If the Nest products and home name on the app don’t match your home, or another Nest home that you’ve been invited to, you probably need to sign out and back in again.
  2. On the Nest app home screen, tap Settings Nest settings icon.
  3. Select Account.
  4. On the account screen you'll see the photo of the person who's currently signed in. If they don't match the one you want, sign out.
  5. To sign out, scroll down and select Sign out at the bottom of the account screen. You can then sign in with your own email and password.

Troubleshoot settings in the app

If your products are online and there isn’t a Nest service outage, the next thing to check is that the notification you’re looking for is enabled in the Nest app’s settings. If you’re not getting camera notifications, there are some additional settings to check.

Check your product's notification settings

Nest app

Make sure notifications and emails are set correctly for each product you have.

  1. On the home screen, tap Settings Nest settings icon and then Notifications
  2. Select the product you want to change notifications for.
    See the following article for more details. Learn about notifications and how to change settings

Home app

  1. Tap SettingsNest settings icon on the app home screen.
  2. Open Notifications.
  3. Tap on the type of notification you want to update, then tap the switch to update your preferences.

If you have a Nest camera

Nest camera notifications are a little different. Because we don’t want to bombard you with alerts, you might get fewer than you expect if your camera is pointed at a busy spot. For more details, see the sections below.

Understanding how camera notifications works

Nest uses advanced algorithms to help you get more meaningful alerts. For example, your camera can notify you when it detects motion, but it won’t send separate alerts for repeated motion during a flurry of activity. For more details, visit the following articles.

How Nest cameras detect sound and motion

Tips for getting the most out of activity alerts from your Nest camera

Check if your camera is marking activity in the Nest app’s Sightline when it should. If it is but you’re not receiving the alerts you expect, check your camera-specific notifications setting below.

Check camera-specific notification settings

Go to your camera’s Settings Nest settings icon and then Notifications and try the following.

  • Under When to send, check if you’ve enabled the option to get notifications Always or only when No one’s home. If you’ve selected No one’s home, you won’t get camera notifications if Home/Away Assist thinks your home is occupied.

  • Under Activity, you can turn different kinds of alerts on and off. The exact options you see will depend on which camera you have and whether you’ve added a Nest Aware subscription. You can enable all the options in this section or turn off any ones you don’t want.

  • If you have multiple Nest cameras in your home, you can choose different settings for each one. So make sure to check each camera’s settings in the app.

  • If you’re sharing access to your Nest home with Family Accounts, each person can choose their own settings for notifications. So when you change your own settings, it won’t change them for anybody else.

For more details about each setting mentioned above, visit the following article.

Learn about camera alerts and how to change settings 

Troubleshoot phone connection and settings

If your settings look right in the Nest app, something else could be causing a problem.

Check your phone's Wi-Fi and cellular connection

Make sure your device isn’t in airplane mode and that it has a good cell and Wi-Fi connection. Weak signals, especially in remote areas, can delay notifications and emails. So if your phone is only getting one bar, you may not get a notification right away. You can also try restarting your device. This will reset cell and Wi-Fi connections and might fix the problem.

Check that notifications aren't being blocked in your phone or tablet's settings

Make sure your phone or tablet’s settings aren’t blocking notifications from the Nest app. The links below will take you to Apple’s and Google’s support websites.

Android Notification Settings

Note: If your Android device is running an older or customized version of the Android OS there may be differences in the steps.

Try another phone or tablet

If you’re still not having any luck getting notifications, see if you can get them on a friend or family member’s phone or tablet. With their permission, install the Nest app and sign into your account to see if you can get notifications on their device. Make sure to sign out of your account in the Nest app on their device when you’re done.

Troubleshoot email notifications

Email notifications work differently from push notifications. As long as you’ve set the option to get email notifications for your product, you’ll get them even if you’re not signed into the Nest app.

Check that email notifications are turned on in your product's settings

In the Home app

  1. On the home screen, tap Settings   and then  Notifications
  2. Open Email Notifications and tap the switch to turn notifications on.

In the Nest app

  1. On the home screen, tap Settings  Nest settings icon and then Notifications
  2. Pick the product or program you want to change notifications for.
  3. If you see an option for email notifications, make sure it’s on. Keep in mind, not all Nest products send email notifications or allow you to change the setting.
    See the following article for more details: How to set up notifications for your Nest Products

Important: there are some important events that your Nest product will always send notifications about. For example, whenever your Nest thermostat turns your system on because your home reached a Safety Temperature. You won’t see an option in the Nest app to turn these important notifications on or off.

Check that emails from Nest aren't being marked as spam or junk

Check your spam or junk folder. If your email service is set to mark all messages coming from unknown email addresses as junk, you may need to add our notifications@nest.comemail address to your contacts or address book. Refer to your email service's documentation for specific information on how it filters emails and how to add a new contact.

Some email services may automatically block emails coming from domains they haven’t whitelisted, so they won't even make it to your spam folder. In cases like this, adding to your address book probably won't solve the issue. You may have to add our email address to a separate whitelist or authorized senders list. If you're not sure how to do that, contact your email's support or administrator to get help.

If you still have trouble getting email notifications from Nest, try another email address from a different email service. To change your email address, sign into your account in the Nest app, and follow these steps:

  1. On the Nest app home screen, tap Settings Nest settings icon.
  2. Select Account, then Manage account.
  3. Tap Account Security.
  4. Select Email Address.
  5. Enter the new email address and your current password.

Important: Changing your email address will change the email address that you use to sign in to the Nest app.

If the new email address doesn't work, switch back to your original email address. Re-entering your original address may fix the problem if there was a typo.

How to change the email address associated with your account in the Nest app

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