How do I unlock my online account?

For the security of your Nest account, your access will be automatically locked when you enter incorrect details more than three times.

When your access gets locked, we’ll send an unlock account code to the email address updated on your Nest account within one hour.

To unlock your Nest account open the email and click on the link, this will take you to our Unlock your account page.

The unlock account code will be pre-populated. You’ll need to enter your username and click ‘Next’.

Then enter the answers to your security questions and click ‘Next’. The answers are case sensitive and must be the same as those provided while setting up your account. You’ll be taken to the log in page to log into your Nest account. A message will appear at the top of the page to let you know your account has now been unlocked.

What should I do if I haven’t received the unlock code or forgotten the answers to the security questions?

You’ll need to call our contact centre on 0300 020 0393. We’ll check your personal details and unlock your account.