topic Can't access familiar faces after renewing subscription in Subscriptions and Services

Can't access familiar faces after renewing subscription

Nfuj — Wed, 30 Aug 2023 17:49:42 GMT

Google deleted my account without notifying me. I had t renew and signed up for basic 12 month plan at $60. However, I now cannot activate the familiar faces feature. When I go to settings and get to Familiar faces, it takes me to an explanation of the feature and how to make payment to activate (which I already paid). Any suggestions how to access the feature?

Re: Can't access familiar faces after renewing subscription

MplsCustomer — Wed, 30 Aug 2023 20:50:37 GMT

@Nfuj

Is your Nest Aware subscription for the same Google Nest "home/structure" on the same Google Account as your cameras?

You can check your subscription here:

https://store.google.com/subscriptions

You can also check it by going to Settings | Nest Aware in the Google Nest app or Settings | Subscriptions | Nest Aware in the Google Home app.

If that doesn't help, you could try the "Contact us" option 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

Re: Can't access familiar faces after renewing subscription

zoeuvre — Mon, 04 Sep 2023 20:16:34 GMT

Hi folks,

@Nfuj, thanks for bringing this to our attention, and I'm sorry to hear about the situation. Let's see what's going on. A few questions:

Did you receive any notifications in the past?
Were there any changes to the Wi-Fi network?
Do you use email or push notifications?
Are there other family members who can access the camera? Do they receive any notifications?
Has the camera been moved recently?
Are there any Activity Zones set up for the camera?

Also, you may follow this guide to change settings or enable Familiar face detection for your Nest Camera on the app.

Keep us posted.

I appreciate your help, @MplsCustomer.

Best,

Zoe