Can't connect Nest thermostat to the app

If you're able to connect your Google Nest thermostat to Wi-Fi but you 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 Troubleshoot Wi-Fi and connection issues article.

Nest thermostat entry key error display image.

1. Make sure your internet service is working

Check if you can get online with another device in your home. If you're using a phone, make sure you don’t use cellular data to test your connection. Turn on Airplane mode and then turn on Wi-Fi. Visit google.com to check if your connection is working.

If you can’t connect, use another device to verify. If no device connects, contact your internet service provider (ISP) to check the service status.

2. Check your app version

Make sure you have the latest version of the Nest app (for Nest Learning Thermostat 3rd gen or earlier or Nest Thermostat E) or the Home app (Nest Thermostat or Nest Learning Thermostat 4th gen) 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.

Nest Learning Thermostat (4th gen)

Press your thermostat display.
Use the dial to highlight Settings and press the thermostat toward the wall to select it.
Select Restart confirm that you want to restart your thermostat.
Your thermostat takes a few seconds to restart.

Nest Thermostat

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

Nest Learning Thermostat (3rd gen or earlier) and Nest Thermostat E

To bring up the Quick View menu, press the ring.
Turn the ring to Settings and press to select.
Choose Nest app Get Entry Key.
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.

Unplug your modem and router power cords. You may have a combination of a modem and router, or they may be separate devices. All the lights on your modem and router should be off.
Wait for 30 seconds, then plug your modem and router back in.
Your modem and router should restart. Wait a few minutes or until a steady power and connection lights appear. A quickly flashing data light may also appear.
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 learn how to exempt the Nest thermostat from these restrictions.

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

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