topic Re: Subscription in Subscriptions and Services

Subscription

Hairdresser1 — Tue, 18 Oct 2022 15:23:32 GMT

I can’t renew my subscription with nest

Re: Subscription

MplsCustomer — Tue, 18 Oct 2022 15:50:25 GMT

Without any specifics on what's happening when you try to renew, customers in this forum won't be able to help much.

However, you can try using the "Contact us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159?hl=en

Re: Subscription

EmersonB — Sat, 22 Oct 2022 16:10:57 GMT

Hello everyone,

@Hairdresser1 chiming in to see if you still need assistance with this. Let me know if you have any additional questions from here.

@MplsCustomer thanks for your response.

Regards,
Emerson

Re: Subscription

Brad — Tue, 25 Oct 2022 16:43:48 GMT

Hi there,

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Brad

Re: Subscription

Brad — Wed, 26 Oct 2022 21:12:27 GMT

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

Re: Subscription

gunawanazali — Thu, 27 Oct 2022 21:31:58 GMT

I've been having this issue for about a month now. I moved my cameras to a new structure and I still can't renew. I complete orders only get cancellation notifications an hour or so later. I don't know why this process is so difficult. My credit card definitely works. I don't know why my payment isn't being taken

Re: Subscription

Brad — Fri, 28 Oct 2022 16:32:53 GMT

@gunawanazali

It sounds like you need to create a new subscription as you moved your cameras to a new home. Or, you may still have an active subscription on your original home. Are you using the same login information for this new home?

Best regards,

Brad

Re: Subscription

gunawanazali — Fri, 28 Oct 2022 17:48:16 GMT

There are no active subscriptions in the old home. I am using the same google account. Some info:

My account is part of a family
family manager has his own nest aware
My structure is shared with family owner (albeit the nest aware can't be purchased as stated)

Re: Subscription

gunawanazali — Fri, 28 Oct 2022 17:50:17 GMT

I just tried purchasing again. This seems odd:

Re: Subscription

gunawanazali — Fri, 28 Oct 2022 17:57:24 GMT

By the way, It isn't active still

Re: Subscription

Brad — Fri, 28 Oct 2022 18:10:14 GMT

@gunawanazali

If you aren't the account holder, you wouldn't be able to make these changes. Only the account holder has access to update, or change their subscription.

Best regards,

Brad

Re: Subscription

MplsCustomer — Fri, 28 Oct 2022 18:13:32 GMT

@gunawanazali

Did you try the link I suggested earlier to try contacting "Nest Aware Premier Care"? They claim 24/7 support.

It sounds like something is messed up in Google Nest's system that you cannot correct.

Re: Subscription

gunawanazali — Fri, 28 Oct 2022 18:21:17 GMT

Are you saying that only Google family manager can add a nest aware subscription to a structure?

Re: Subscription

gunawanazali — Fri, 28 Oct 2022 18:45:02 GMT

I have spoken with support and I'm still not getting anywhere with this issue. It's been over a month.

Re: Subscription

gunawanazali — Fri, 28 Oct 2022 22:30:29 GMT

I have also tried subscribing using the family manager account (also assigned as manager of the structure) and it still does not work. I continue to get "You're all set" emails but my card has not been charged and the Nest Aware service is not active.

Re: Subscription

Brad — Mon, 31 Oct 2022 20:38:06 GMT

@gunawanazali

Have you tried to contact Nest support regarding this payment-related inquiry? I would highly suggest doing so, as we do not have the capability to check that information with you here in the forums. Try reaching out to the higher tier of support and they should be able to assist you further.

Best regards,

Brad

Re: Subscription

gunawanazali — Mon, 31 Oct 2022 21:18:59 GMT

Yes. I haven't gotten anywhere with them. They request all the same steps and it's still not active without any explanation

Re: Subscription

Brad — Tue, 01 Nov 2022 15:42:53 GMT

@gunawanazali

I would suggest you continue to work with support regarding this inquiry. We are unable to assist in-depth in the forum, as we don't have access to this information.

Best regards,

Brad

Re: Subscription

Brad — Mon, 07 Nov 2022 18:03:53 GMT

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Brad

Re: Subscription

Brad — Tue, 08 Nov 2022 18:58:39 GMT

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad