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Nest account ownership transferred to other email during migration

abellaj
Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community.  You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community. 

Original Poster:Mgx Bry

I bought a Nest camera and the 5 day subscription in 2018, had no issue for 2 years. My log-in information of Nest was my Gmail account. I shared the login information with my husband, so we only had one shared app.

In 2020 Google acquired Nest and forced users to migrate to Google Home.
 
During the transition, something happened where my husband's own gmail was put as the primary owner of the nest account. I am no longer able to log in to view my billing information or manage the account any longer. it doesn't appear in my google account. I cannot move the camera to my own new "home" without cancelling the legacy subscription, and Google would then charge me a new subscription.
 
I just spent 3 hours with support trying to move cameras around and it comes to this one camera CANNOT be moved out of my husband owner's account, and i am not entitled to see billing unless i log in under his email. I tried already back in 2020 without success. It can only be shared to me, while he remains primary account owner. 
 
I consider this an issue as the account subscriber is me, the payer is me, the contract was signed with me. The glitch in the migration is potentially breaching my privacy and against my consent to have my husband accessing billing information such as my credit card. It doesn't matter he's my husband. 
 
I need his email replaced by mine in the https://store.nest.com/account/subscriptions, that is all. Yet three hours later, it can't be done without cancelling it first, which then would remove my grandfather status.
 
Please advise.
3 REPLIES 3

Brad
Community Specialist
Community Specialist

Hi there, abellaj.

 

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I can definitely see what a frustrating situation this issue poses as I would hate to possibly lose the grandfathered subscription, if I was in your shoes. I will definitely say that as much as want to be able to make this work, I do not have any option to change this information. Only option would be for you to cancel the sub, and restart it again on a new account possibly. 

 

I can imagine this is not what you would like to hear, and I fully understand why. I am simply afraid that I do not have any such option to make these changes. Its definitely more of a do it yourself sort of situation. Terribly sorry for this inconvenience! Please let me know if there is anything else I can assist you with.

 

Best Regards,

Brad. 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours. 

 

Have a great day. 

Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey folks, 

It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread. 

 

Have a great day,

Garrett DS