Unable to change payment method for Nest Aware subscription

[TiredTom]

Hi, I have a gen1 camera that I originally setup through Nest and subscribed to Nest Aware. I have since migrated from Nest to Google and now need to change the payment method setup on the subscription due to an expired card. 

I have added the new payment method in google, however the Nest Aware subscription doesn't allow me to change the payment method. It comes up with a "Action unavailable" message when I try. (message also references RBI regulation, although I am UK based). 

How can I update the payment method? 

Thanks,

Tom.

[MplsCustomer]

@TiredTom 

You could try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Select your device from the dropdown, click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Danbadison]

I have same issue in Canada can not remove my old credit card from my nest aware account same error RBI.   Wasted many hours with no resolution with google specialists .   My subscription will expire tomorrow .   I asked google agents to manually remove my pld card on my subscription so i could replace .  They said they are not allowed to do that..   i have given up...   

[TiredTom]

Sorry for your pain.
I went through the support chat recommended above (thanks for that!) but even after escalating to another team the conclusion was essentially "umm, we'll get back to you". Have no visibility on how they're getting on with the issue, so currently in limbo... Did remember to save the case number though, so might check back with the support team if there is any progress logged against that number.   

[MplsCustomer]

I stumbled on this "Changes to automatic payments in India due to RBI regulations" page under "Google Ads Help". I don't know if is relevant or not, but it's odd that Google Nest Support cannot help.

https://support.google.com/google-ads/answer/10557975?hl=en

[Danbadison]

My first call with google nest support they said they have never heard of this issue before mean while others on reddit and this forum prove otherwise ..  as i stated in my earlier post i have no affiliation to India and as i was told by google support that the error really does not mean that is the problem.   I  gave them permission to access my account  detail /settings to see if they could determine the problem.. They came up with nothing .. i been paying for nest aware for over 5 years with no issues until now ..  all i need to do is remove my old credit card from my nest aware account and put my new card on the new card is already added to my google pay account just can not attach it  to nest subscription without removing the old one.. sounds easy but it is not.....

[HG50]

I am in exactly the same position. Tried all that I could to change payment method but always have the "RBI" restriction, whatever way I get to the Nest Aware subscription page.

[Surfer1000]

I'm in the same boat UK, unable to update my card details due to this RBI!

[TiredTom]

Quick update... Went through the chat again and again got escalated to senior support team (or something like that). They mentioned it was a known issue, was being worked on and that they'd let me know once fixed.

Safe to say I'm not totally optimistic they'll get back to me before the next payment is due. 

[HG50]

Received a message from Google stating that, as I hadn't paid in the last 28 days (I pay annually), my Nest Aware subscription was cancelled. It also invited me to resubscribe. I took this option and the re subscription went smoothly - I took the PayPal option so that change of payment method issue should not arise as that will be done through PayPal.

[MateyMax88]

Same issue in the UK

[lex970]

Same in Italy

[BryanW]

Same issue here in Ireland. My sub has now expired. Hopeless support from Google.

[lex970]

I solved it by changing the payment method via Google Play Store via computer.

[BryanW]

Can you list steps you took as same resolution doesn't work for me.

[lex970]

I changed the payment method using the play.google.com website and accessing it via browser from the computer, but I succeeded after many attempts because at first I couldn't do it, I also contacted Google support who opened a ticket and perhaps they changed something that helped me solve the problem.

[Danbadison]

The only solution to this issue is have your subscription run out and re-subscribe..  Once the nest subscription is unlinked from your card because of not paying your nest account, you will be able to remove that card as your primary  payment for nest and put in another credit card number.. do not expect google support team to tell you this they lack the proper knowledge . This is so sad that their customer service personnel team is useless.  Not sure how they got so big..  go Canada/./ Boycott Usa

[MateyMax88]

OK - after calling the support team it got fixed for me today

[Danbadison]

That is great max they may have a fix now 2 / 3 weeks ago they did not. Easy to see by reading thread many ran into a brick wall with support  i have the emails to prove.  nice to see your problem is fixed