Google Home Premium subscription managed by a different user

[Deriter]

The automatic payment for my Google Home Premium was not paid last month. When I logon and try to manage my subscription, I get the message: "The Google Home Premium subscription for this home is managed by a different user. Please contact this user to make changes to the subscription."

There is no other user. Nearly 2 hours on chat, escalated twice to a final Senior Technical Support representative, yielded no results. They also say there is no other user but gave no response on how to resolve.

 I can still (at least as of today) see doorbell video history even though the subscription has expired. Notifications have stopped, but all devices are present and functioning. Has anyone else had this issue, and if so, how was it resolved?

[JillG]

Hi @Deriter 

I can try escalating to our Community Specialists. Do you have a case number?

Any additional info you can add will be helpful. Region? Any other users or emails used prior? Anything you feel is related please post.

Thanks!

J

[Deriter]

Case #3-3373000040352. I logged on my wife's account, but it shows no subscriptions. In case it wasn't clear in case history, when I try to manage my subscription, it shows that the subscription exists, but is managed by another user.

[ByronP]

Hi Deriter,

Thank you for posting in the community. I see you're having trouble with an automatic payment because your Google Home Premium subscription isn't appearing on your account. Instead, you're seeing an error message stating: "The Google Home Premium subscription for this home is managed by a different user. Please contact this user to make changes to the subscription". I understand how frustrating this can be, and I appreciate all the troubleshooting efforts you’ve already taken by contacting support and for the help, @JillG. Let’s work together to find a solution.

Since we are unable to access your specific Google account details through the Community forums, please visit our specialized billing team via phone to ensure this is addressed correctly. You can get in touch with them by visiting our Contact Us page and following the prompts.

Please let me know if you have any further questions.

Regards,

Byron

[Deriter]

I did not see any "specialized billing team" contact, but I did contact support again. After a lengthy chat, I was told it could not be escalated to senior technical support and I would have to wait 24 to 48 hours while they consulted technical support and got back to me.

[Deriter]

@ByronP or JillG... This is the response I received:

"Thanks for reaching out to the Google Nest Customer Care Team.

 I hope this email finds you well!

I would like to inform you that with the provided email address my senior team has reviewed and is unable to walk them through this. Because in your Google account you are the only members who can modify the subscription.

Please be advised that accordingly, as we only proceeded with checking the status of the subscription as requested and have already provided the available information regarding the subscription with the issue.

However I request you to purchase a subscription. Please ensure that the email address you use is the one currently registered.

To ensure your insights directly reach our product development team, we have a feedback form. Our team actively reviews these submissions to improve our products and develop new features based on customer suggestions: https://google.qualtrics.com/jfe/form/SV_2aStd8wsbcLGvwG

For your reference your case number is 8-1594000040184. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case."

Could someone please translate this response for me?