If you've contacted the Nest customer support team or a partner support team for help with your Nest device or the Google Home app, the support representative may ask you to verify your identity and share some of your current device and network information with them to help diagnose the problem. In order to check this info, the representative will ask you for a one-off support code.
You can choose whether or not to share this info with customer support. If you choose not to share it, the support representative won't be able to check your current device or network information.
Information that is shared with customer support
Google Nest support representative access
When you share your support code, Nest support representatives will have visibility into all of your devices and homes in the Google Home app until that access expires or is revoked.
Third-party support representative access
If you received your device from a third party such as an Internet Service Provider (ISP) or a security monitoring service provider, their support representatives will only have access to information about the types of Nest devices they sell and support, with one exception described below for Google Nest Wifi products.
For example, if you received a Google Nest Wifi from an ISP that sells and supports only Nest Wifi (and no other Nest devices), they will be able to find that Nest Wifi device's info, but they would not be able to find info about a Google Nest Hub that you purchased from the Google Store. However, if you received a Nest Hub device from a security monitoring service provider who also sells and supports Nest Thermostat, then their support representatives will have access to information about both devices even if you did not purchase the Nest Thermostat from them.
Note: Third-party providers of either Google Wifi or Nest Wifi will also have access to all Google Wifi and Nest Wifi devices that are associated with your Google account, even if the third-party provider doesn't sell a particular model of Google Wifi or Nest Wifi. This allows the representative to better troubleshoot issues with your Wi-Fi network.
Device info available
When the support representative enters the support code that you provide, the following information is made available to them. These lists may change as we work to improve the troubleshooting experience. Please review each time you plan to share a support code.
Chromecast
About your home
- Time the home was created
- Room names
- Home member email accounts
About your devices
- Device type
- Device name (bedroom speaker)
- Room name (living room)
- Media playing (playing/not playing)
- Device status (online/offline)
- Software version (firmware version of device)
- Serial number
- Language and country code
- Ambient mode supported
- Audio supported
- Video supported
- Google Assistant supported
- Stadia gaming supported
- Manufacturing info (date the device was manufactured, manufacturer company)
- Promotion status (Netflix promo redeemed/Not redeemed, device eligibility for Netflix promo)
- Date the device was dispatched
- Warranty info
Speakers and displays
About your home
- Time the home was created
- Room names
- Home member email accounts
About your devices
- Device type
- Device name (bedroom speaker)
- Room name (living room)
- Media playing (playing/not playing)
- Device status (online/offline)
- Software version (firmware version of device)
- Serial number
- Language and country code
- Ambient mode supported
- Audio supported
- Video supported
- Google Assistant supported
- Stadia gaming supported
- Manufacturing info (date the device was manufactured, manufacturer company)
- Date the device was dispatched
- Warranty info
- Mic (on/off)
- Subscription info (Nest Aware)
- Nest Aware status (only for Nest Hub Max)
Wi-Fi devices
About your network
- Primary network name (SSID only, no password)
- Guest network name (SSID only, no password)
- Owner email account (no password)
- Manager email account(s) (no passwords)
- Cloud service status (on/off)
- UPnP (on/off)
- Port forwarding settings (ports, MAC addresses)
- WAN status (online/offline)
- WAN mode (DHCP/static IP/PPPoE)
- WAN IP
- DNS settings
- Primary DNS server
- Alternative DNS servers
- ISP-provided DNS server
- IPv6 (enabled/not enabled)
- Prioritised device
- Speed test history for 30 days
- Data usage volume history for 30 days
- WPA3 (Enabled/Not enabled)
- Gaming prioritisation (Enabled/Not enabled)
- Video conferencing prioritisation (Enabled/Not enabled)
About your devices
- Device name
- Device type
- Serial number
- LAN IP address
- Status (online/offline)
- Access Point Name
- Access Point type
- Bridge mode
- Manufacturer
- Model
- Firmware version
- Timestamp of firmware update
- Connection type (wired/wireless)
About connected devices on your network
- Device name
- Device type
- Access Point Name
- Connection status (online/offline)
- Connection type
- Signal strength (RSSI: received signal strength indicator)
- Name of Wifi router or point that the device is connected to
- Data usage upload and download of device (up to 30 days)
- IPv4 address (Address number if connected)
- IPv6 address (Address number if connected)
- Last seen (When the device was last connected to your network)
Nest thermostats
About your home
- Time the home was created
- Room names
- Home member email accounts
About your devices
- Device name (Upstairs thermostat, 123 Sun St. thermostat)
- Device type
- Location
- Connectivity status
- Serial number
- Model
- Manufacturing date
- Software version
- Warranty info
- Battery voltage
- LAN IP address
- MAC address
- Device status (online/offline)
- Heartbeat status (online/offline)
- Liveness status (online/offline)
- Max inactivity duration
- Pairing state
- Pair time
- Signal strength
- Equipment settings
- Filter reminder
- Wiring information
- Installation settings
- Utility settings
- Nest Leaf info
- HVAC equipment capabilities
- Eco mode (cool/heat setting)
- Fan control (speed, mode, timer duration)
- Device activity
- Humidity
- Temperature
- Temperature setting
- Partner Programmes (whether device was received from partner, enrolled in energy savings programme)
- HVAC issues
- Preconditioning info (on/off)
- Safety shutoff (on/off)
- Seasonal savings
- Power stealing status
- Connectivity history
- Battery history
- Vin Voc history
Nest cameras
About your home
- Time the home was created
- Room names
- Home member email accounts
About your devices
- Device type
- Device name (Front door, Back garden)
- Location
- Serial number
- Model
- Manufacturing info (date device was manufactured, manufacturer name)
- Software version
- Liveness status (online/offline)
- LAN IP address
- MAC address
- Device status (online/offline)
- Pairing state
- Pair time
- Signal strength
- Warranty info
- Face tracking (on/off)
- Occupancy control (on/off)
- Security control (on/off)
- Status light brightness level
- Audio recording (on/off)
- Audio input gain level
- Mic (on/off)
- Talk and listen chime (on/off)
- Camera video settings
- Camera state
- Disconnection history
- Device temperature history
- Connectivity history
- Nest Aware status
- Subscription info (Nest Aware)
Nest doorbells
About your home
- Time the home was created
- Room names
- Home member email accounts
About your devices
- Device type
- Device name (Front door, Side door)
- Location
- Serial number
- Model
- Manufacturing info (date device was manufactured, manufacturer name)
- Software version
- Liveness status (online/offline)
- LAN IP address
- MAC address
- Device status (online/offline)
- Pairing state
- Pair time
- Signal strength
- Warranty info
- Face tracking (on/off)
- Occupancy control (on/off)
- Security control (on/off)
- Visitor announcements (on/off)
- Indoor chime (on/off)
- Indoor chime type
- Quiet time (on/off)
- Status light brightness level
- Audio recording (on/off)
- Mic (on/off)
- Talk and listen chime (on/off)
- Camera video settings
- Camera state
- Disconnection history
- Temperature history
- Connectivity history
- Battery temperature
- Battery voltage
- Input voltage
- Nest Aware status
- Subscription info (Nest Aware)
Nest Protect
About your home
- Time the home was created
- Room names
- Home member email accounts
About your devices
- Device type
- Device name (Bedroom, Living room)
- Location
- Serial number
- Model
- Manufacturing info (date device was manufactured, manufacturer name)
- Device info
- Software version
- Heartbeat status (online/offline)
- Liveness status (online/offline)
- LAN IP address
- MAC address
- Device status (online/offline)
- Pairing state
- Pair time
- Signal strength
- App silence (on/off)
- Warranty info
- Alarm state
- Alarm silence state
- Safety alarm info
- Device power info
- Nest Sense
- Device activity
Nest Guard
About your home
- Time the home was created
- Room names
- Home member email accounts
About your devices
- Device type
- Device name (Bedroom, Living Room)
- Location
- Serial number
- Model
- Manufacturing info (date device was manufactured, manufacturer name)
- Device info
- Software version
- Heartbeat status (online/offline)
- Liveness status (online/offline)
- Max inactivity duration
- LAN IP address
- MAC address
- Device status (online/offline)
- Pairing state
- Pair time
- Signal strength
- Warranty info
- Device power info
- Ambient motion settings
- Alarming state
- Security arm settings
- Mobile backup settings
- Ambient motion for intrusion (on/off)
- Quiet Open mode (on/off)
- Motion detection (on/off)
- Pet rejection (on/off)
- Device activity
- Connectivity history
Nest Detect
About your home
- Time the home was created
- Room names
- Home member email accounts
About your devices
- Device type
- Device name (Bedroom, Living Room)
- Location
- Serial number
- Model
- Manufacturing info (date device was manufactured, manufacturer name)
- Device info
- Software version
- Heartbeat status (online/offline)
- Liveness status (online/offline)
- Max inactivity duration
- LAN IP address
- MAC address
- Device status (online/offline)
- Pairing state
- Pair time
- Signal strength
- Warranty info
- Device location settings
- Device power info
- Ambient motion settings
- Installation state
- Open close state
- Tamper state
- Ambient motion for intrusion (on/off)
- Device activity
- Connectivity history
- Quiet Open mode (on/off)
- Motion detection (on/off)
- Pet rejection (on/off)
Nest × Yale Lock
About your home
- Time the home was created
- Room names
- Home member email accounts
About your devices
- Device type
- Device name (Front door, Garage)
- Location
- Serial number
- Model
- Manufacturing info (date device was manufactured, manufacturer name)
- Device info
- Software version
- Heartbeat status (online/offline)
- Liveness status (online/offline)
- Max inactivity duration
- LAN IP address
- MAC address
- Device status (online/offline)
- Pairing state
- Pair time
- Signal strength
- Warranty info
- Device power info
- Tamper state
- Lock settings
- Device location settings
- Device activity
- Connectivity history
Get your support code
- Open the Google Home app
.
- Tap Settings
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- Scroll to ‘Nest services and support’
tap Support
.
.
tap Support Stop sharing network information with customer support
Support representatives can access your network information for up to 90 minutes after activating your support code.
You can choose to stop sharing this information at any time, otherwise it will automatically expire in 90 minutes.
- Open the Google Home app
- Tap Favourites
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- Find the card ‘Support in progress’