09-02-2022 03:11 PM
My son cleared my google home and removed my doorbell from my nest app. I reset it up, but now it's no longer connected to my paid account, I can only start trials, and can only get 3 hours of lookback. How do I fix this?
Also I have two homes listed in the Nest app. My camera is only connected to one.
09-02-2022 04:53 PM
You could try using the "Contact us" option on this help page to contact 24/7 Nest Aware Premier Care:
https://support.google.com/googlenest/answer/9233159?hl=en
If your doorbell was the only camera, Google Nest might have automatically cancelled your Nest Aware subscription, since it doesn't make sense to pay for a subscription if you don't have any cameras. But you should have gotten a email about the cancellation.
I'm a little confused about what you really have. You refer to 3 hours of lookback, but that's only with the Google Nest Doorbell (Battery), which is only accessible in the Google Home app. But then you refer to 2 homes in the Google Nest app, where you can only see your older cameras and doorbells. By the way, a camera or doorbell can only be in one "home" or "structure", and you need a separate Nest Aware subscription for each "home". Did you by any chance set up a new "home" when you added back your doorbell?
You can check your subscription here, if it's still active, and if you click on it, it tells you the name of the "home" to which it applies: https://support.google.com/googlenest/answer/9233159?hl=en
You can also check the Nest Aware subscription--if any--by selecting Nest Aware under Settings in the Google Home app or the Google Nest app.
09-11-2022 07:14 PM - edited 09-11-2022 07:15 PM
Hi folks,
Thanks for your help here, MplsCustomer and Brad.
I just wanted to jump in here 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.
Thanks,
JT
09-06-2022 08:05 AM
Hi there,
I apologize for my late response, and thank you for all of your patience while waiting for a reply. I'm terribly sorry to hear that you're having these troubles. I understand how upsetting this could be, but I'm happy to assist you with this obstacle. You may want to follow @MplsCustomer's advice and reach out to Support for this.
Best Regards,
Brad
09-09-2022 08:36 AM
Hi there,
Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.
Best regards,
Brad