What should I do if I’ve forgotten my password?

If you’ve forgotten your password for your Nest account, you can reset it online with your username, a passcode we’ll send to you and by answering your secret questions.

To change your password, click ‘Forgotten password’ on the login page.

You’ll need to enter your Username and select the option of ‘Email me a passcode’. Click ‘Next’, and we’ll send a passcode to the email address registered on your Nest account.

You’ll now need to enter the passcode that we’ve emailed you and click 'Verify'. It will be valid for 10 minutes and if you don’t receive it, or if it has expired, then you can request for a new one to be sent by clicking on ‘Resend passcode’.

If you’re unable to verify your passcode, or the email address registered on your account isn’t right, then you’ll need to call our contact centre on 0300 020 0393 so we can help you.

After the passcode is verified, you’ll need to answer your secret questions and then you can create a new password to log in to your account.

Once your password has been successfully updated, we’ll send you an email confirming the change.

What if I’ve been sent a passcode by post?

If we’ve sent a passcode to you by post, you’ll need to follow the same steps above, and select the option of ‘I’ve received a passcode by post’ on the forgotten password page.

Select ‘Next’ and you’ll be asked to enter your passcode, answer your secret questions and create a new password.