Subscription CANCELED WITHOUT NOTICE AND video history DELETED - where is customer service???

[Faustcan]

RE: Dear Nest Aware customer,
Support for Nest Aware (1st gen) has ended in your region. Your subscription has been cancelled and your video history has been deleted.

This is abhorrent! To cancel the service WITHOUT WARNING! To DELETE video history!!
When I recover from the shock I will explore channels to lodge complaints.

[Reklaw]

I agree with this. Someone at Nest has messed up. Also, why delete the history when some notice would allow actions to save video as required. Why has it happened in the first place? Is this an attempt to boost sales by taking away support and the service from earlier cameras when allowing them to continue working, just unsupported, would be a fairer way to work. I am sure that somewhere in the small print of the probably voluminous T&C's there is the scope for what seems like if not a breach of contract, then a breach of trust.

[AndersC]

Hi @Faustcan,

Thank you for posting in the community. I'm sorry to hear your Nest Aware 1st gen subscription was cancelled since it's no longer available for Nest users in EMEA starting from May 01, 2025. I'm happy to assist you.

Since an email was sent out in March and April notifying existing users of this change and how to migrate to Nest Aware 2nd gen, I'd like to share the information about how to migrate, the advantages of having a Nest Aware 2nd gen subscription, and how to manage your subscription.

The Nest Aware 2nd gen subscription is applied at the structure level, which means a single subscription is attached to all paired cameras within one home structure. It also offers enhanced features for Nest cameras, doorbells, and other smart home devices, including 24/7 and event video history, better alerts for motion and sound, and activity zones. You can learn more about this in the article What you get with a Nest Aware subscription.

If you started using the Nest app before August 19, 2019, you created a Nest account to manage your Nest products. You now have the option to migrate your Nest account to a Google Account, creating one unified Google Account you can use to manage products and homes in both the Nest and Google Home apps. It's important to mention you need a Google account or migrate your Nest account to a Google account in order to subscribe to Nest Aware 2nd gen. You can learn more about migrating your account in the article FAQs about accounts for the Nest app.

Let me know if you have any further questions.

Regards,

Anders