Customer Ratings & Reviews

Hi there, we truly appreciate your feedback on Nest x Yale Lock, and we’re sorry to hear it’s a frustrating experience for you.

While you can lock the door using the Google Assistant, you can’t unlock your door using voice commands. This is a safety precaution to help prevent an unauthorized person from unlocking your door with their voice. Press firmly when you’re entering your passcode on the lock’s keypad. Use more pressure than you might use to tap something on a phone screen. If you’re wearing gloves, you might need to press even harder. And if your gloves are thick or wet, you may not be able to use the keypad with your gloves on. Remove your gloves and press on the keypad barehanded.

Also, Home/Away Assist can use the location of any phones or tablets signed in to an app account that shares access to your home, as well as the activity sensors in some of your Nest products. For the geofence to enable presence sensing to work properly, you’ll need to make sure that:
- You’ve enabled your phone in presence sensing settings in the Home app
- You’ve set location permissions for the Home App on your phone to Always on
- Everyone in your household has enabled their phones in presence sensing settings in the Home app on their own phones

Visit this link to learn more about Home/Away Assist: https://support.google.com/googlenest/answer/9257400

Our dedicated team is always ready to help you if necessary. Feel free to contact us anytime here: https://support.google.com/googlenest/gethelp

Please note that the Nest x Yale Lock does not offer or require any subscription plans. You can learn more about the Nest x Yale Lock in the article below:

https://support.google.com/googlenest/answer/9251009

Hi bobby59,

Thanks for sharing your feedback with us. We're sorry to hear of the connectivity issue as well as your poor experience with the customer care. We understand how important it is to keep your Nest x Yale Lock connected to Wi-Fi as it allows you to utilize many of its features.

Nest x Yale Lock can't connect to Wi-Fi directly, it comes with Nest Connect as a border router to connect the lock to your Wi-Fi network. Please make sure Nest Connect is set up and connected to your Wi-Fi and Nest x Yale Lock is connected to Nest Connect via Thread Connectivity. If you have already set up and established the connection with the Wi-Fi, we recommend ensuring the distance between the devices is not too far:
- If Nest Connect is too far away from your lock, your lock will be offline in the app but Nest Connect will be online.
- If Nest Connect is too far away from your Wi-Fi router, both Nest Connect and your lock will be offline in the app.

If you'd like to give us another chance to help you out with the issue, please reach out again here: https://support.google.com/googlenest/contactflow

We're sorry to hear the Nest x Yale Lock was not able to be installed on your door. You can find further compatibility information in the article below:

https://support.google.com/googlenest/answer/9251009

Hello there, Harry. We really appreciate the feedback you shared, and it’s unfortunate to hear you ran into these issues with your Nest x Yale Lock. We can imagine how much time and effort you’ve spent on this, and we’re sorry for the inconvenience it could have caused you. We’re hoping you can tell us more about your concern so we can figure out a way to help you with the warranty claim. Please visit us at your earliest convenience using this link: https://support.google.com/googlenest/gethelp

Hi there, Zeeeeeee. It’s unfortunate to hear your experience with the Nest x Yale Lock. We can imagine how hard you tried, and we’re sorry for the inconvenience this issue could have caused you. We understand that you have returned the device already, but if you find yourself wanting to try the Nest x Yale Lock again in the future and have some questions or concerns, feel free to contact us and we’ll gladly help you, here: https://support.google.com/googlenest/gethelp

We're sorry to hear you experienced issues with the Nest x Yale lock after installation. We have 24/7 support available any time it's needed, so please don't hesitate to reach out as needed.

Nest.com/help

Hello JLondon,

Thank you for sharing your review with us. We're sorry to hear that you experienced an issue with Nest x Yale Lock.

If you would like to keep using the lock, here's a support article that may help you identify the cause of the issue, and help you resolve it: https://support.google.com/googlenest/answer/9235711

We'd be also happy to take a look at the issue, and do our best to help you resolve it, if you can contact us here: https://support.google.com/googlenest/contactflow

Hi there! We're sorry to hear about your experience with your Nest x Yale Lock, we suggest checking out this article to find the steps to check your volume settings: https://support.google.com/googlenest/answer/9241255?hl=en&sjid=9830346473053311126-NC#zippy=;

Hi there, Ddasc. Thanks for reaching out. We're sorry to hear that the previous replacement Nest x Yale Lock devices didn’t work out. We can only imagine how inconvenient this experience may have been for you. However, since a third replacement device is already on its way to you, we recommend trying it out to see if it fixes the issue. It's important to us that we provide you with immediate help with your concern if the issue remains. You may reach out to our dedicated team of specialists on our Google Help page for help with your support concern here: https://support.google.com/googlenest/gethelp

Hi KinteH, thanks for sharing your concern with us. We're sorry to hear about the connectivity issue you're having with Nest x Yale Lock.

Nest x Yale Lock can't connect to your Wi-Fi directly. It relies on the Nest Connect, that came with your lock, to establish connection with your network and the Nest app. The Wi-Fi chip on your Nest x Yale Lock may be draining the batteries if it's not getting a good connection with the Nest Connect. If you're willing, we recommend bringing the Nest Connect closer to your Nest x Yale Lock. Ideally within a clear line of sight as Connect needs to be close enough to both your lock and your Wi-Fi router to maintain a wireless connection. You may then test to see if the batteries for your lock will still drain.

We may need to have a look at what may be causing the issue, if you still face the same connectivity issue, even after following the steps we shared with you. We'd love to work on improving your experience if you can reach out to us at the Google Nest Support page: https://support.google.com/googlenest/gethelp

Hey Tpatch54, thank you for sending in your review. It's unfortunate to learn that your experience with Nest x Yale Lock didn't meet your expectations when it comes to the design and compatibility of the device with your home. If you're willing, we'd like to take a better look at your setup so we can help find a better resolution for you. Please contact us on our Google Help page here: https://support.google.com/googlenest/gethelp

Hi derplederp, thanks for reaching out. We´re sorry to hear about the difficult experience with Nest x Yale Lock. You may need to factory reset the Google Nest × Yale Lock to resolve some issues like an unresponsive keypad and connectivity issues. To reset, simply follow these steps:
- Remove the battery cover and batteries. To remove the battery cover, you’ll need either the battery cover key that came in the box with your Nest × Yale Lock or a thumbtack. A small allen or hex wrench may also work.
- Insert the key or thumbtack into the hole on top of the battery compartment and press down firmly.
- Grip the cover near the top and pull it off while you continue to press with the key or thumbtack.
- Remove all the batteries.
- Unscrew the 2 bolts holding the mounting plate.
- Remove the mounting plate to reveal the reset button, which is located on the left side of the cable connector.
- Hold down the reset button while you put in the batteries.
- Keep holding down on the reset button until the light turns red and the lock says “Just a moment, erasing all settings.”
- Release the reset button.
- Take out one battery each from the left and right side of the lock to expose the screw holes.
- Place the mounting plate on your door and line up the screw holes.
- Screw in the 2 bolts holding the mounting plate.
- Put the 2 batteries back in.
- The Nest × Yale Lock will say “Hi, from Yale and Nest” when the reset is complete.
Replace the battery cover.

We value your experience with Nest x Yale Lock. If you are still experiencing any issue, please consider contacting our support team here:  https://support.google.com/googlenest/gethelp

Hi Mikebr,

Oh no! We´re truly sorry to hear of the difficulty you have with the installation of your Nest x Yale Lock. We can only imagine how frustrating the experience may have been for you. If you haven't contacted a Nest Pro technician, we recommend contacting one as they may offer a work around and help install your Nest x Yale Lock properly. If you still face some issues, even after consulting with a Nest Pro technician, please feel free to reach out to our support team. We'll do our best to improve your experience if you could reach out to us via the Google Nest help page on this link: https://support.google.com/googlenest/gethelp