Nest aware subscription

[Sonia715]

I have had nest aware for years and my Google email almost 15 years. In June my google suspended my ability to pay for my nest aware account. I have no idea why I don’t pay for anything else through this account my credit card is good, none of my information has changed. They asked me to upload my government issue ID, my passport, proof of address which I have done four times now I still cannot pay for the nest aware I have spent a lot of money on the equipment making my home a Google nest home and I can’t use any of it because my payment ability is suspended. I have no idea what to do next.

[MplsCustomer]

@Sonia715

I'm just another Google Nest customer and have no idea why this is happening to you, except that there have been a few posts in this forum from customers having problems with Google's Nest Aware system when outside the US.

You could try the "Contact us" link under "Nest Aware Premier Care" on the page below. You are supposed 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

[EmersonB]

Hello folks,

@Sonia715 thanks for posting here in the community. I know how important it is to have a working Nest Aware subscription. To confirm, did you receive an email or an app notification regarding the documents that you uploaded? If so, what is the decision? Follow this link to know more about verifying accounts.

Keep me posted.

Regards,
Emerson

[Sonia715]

Thank you for reaching out to me.
i have uploaded the requested documents 3 more times since I posted this. I get an email simply asking me to to follow a link that takes me to the same page requesting that I upload my documents again. I even tried uploading my passport as well as my Florida Driver’s license and my TWIC SECURITY card and my TSA known traveler card my employer W2 and I have uploaded my utility bills along with several other proof of address. Still nothing.
mom still locked out. I get an email saying we got your documents and will get back to you .. then nothing. I don’t know what else to do.

[janthadeus]

Hey folks,

We’re sorry for the trouble signing up for your Nest Aware here. Let’s further check this — are you trying to purchase your subscription through Google Store or Google Play Store?

Looking forward to your response.

I appreciate the help, MplsCustomer and Emerson.

Thanks,

JT

[Sonia715]

I’m sorry if I sound snarky I am very frustrated. I don’t know the difference between the two options that you gave me to choose from. I believe I have been trying to pay through Google Pay.
if there is any other way to pay for the service please let me know I just want to pay for the service.

[janthadeus]

Hey Sonia715,

Thanks for the information. I’m sorry you’ve had to experience this. Since you’re having trouble with your payment via Google Pay, you may reach out to our Google Store experts to help you with your payment. Kindly fill out the form and someone from their team will reach out to you.

Let me know if there's anything else.

Best,

JT

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

I appreciate the help, JT.

Thanks,

Archie

[Princesss]

Hi Sonia715,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Nest devices and we'd be glad to assist you further.
 

Best,

Princess

[Sonia715]

Yes I had been subscribed for years at least 3 that I can remember. I love the service. I had it on automatic billing to my debit card that has my name on it and it attached to my bank account where the money is mine.
everything was fine for years. All of the sudden in June 2022 I got a message saying that I have a billing problem. I can’t figure out why I have the money in the bank I called my bank they say there’s no problem. I try adding a different card I try adding several different cards finally I realize that the problem is not with my form of payment the problem is that Google wants me to verify who I am. I follow all of the instructions to verify who I am I have done that six or seven times now. I have given them every document that I could think of to prove my identity. Yet somehow I cannot make this payment and subscribe to the service that I want and love. I have asked on several occasions if there’s any other way to pay for it except for through Google and I have been told that there is no other way to pay for it except through Google.