Did you try the "Contact us" option under "Nest Aware Premier Care" on the page below? You're 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."
@Frederick2, how's it going with your charges? Were you able to get it back? Have you tried reaching our support team from the link shared above? Don't hesitate to post your update here.
I appreciate the help, Dianahemes and MplsCustomer.