Accessing archived footage

[Parrella23]

Hi, we paid for the upgraded archive package, something like $6 a month. We still do not see any archived footage from previous days. When we acres our Google app we see all the cameras and they all show ‘no event history for each day.’ We do have the Nest all also which has thermostats and smoke alarms on it. But the Google app has other devices incl 4 cameras. Could they be conflicting? Is there a reason why we can’t access the previous days footage? Thanks. 

[MplsCustomer]

@Parrella23 

A Nest Aware subscription applies to all the cameras in ONE Google Nest "home/structure" (in the Google Nest app and/or Google Home app). If you have more than one Google Nest "home/structure", perhaps you have the subscription set up on the wrong Google Nest "home/structure."

If you go to the link below, you should see your subscription, and if you click on it, the name of your "home/structure" is displayed under the word "Subscriptions".

https://store.google.com/subscriptions

You can also go to any of your "homes/structures" in the Google Nest app or Google Home app and select Settings | Nest Aware to see if you have an active subscription for that home. You can also do this at the camera level.

Note that at $6/mo.,  it looks like you have the "Nest Aware" subscription (rather than "Nest Aware Plus"), which provides "event history" for the last 30 days; this depends on which events you have configured to be detected.

If everything looks good on your end and you still don't have any event history, you can try using the "Contact us" link under "Nest Aware Premier Care" on the page below 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]

Hi folks,

@Parrella23 checking in — we hope you've got the answer you're looking for. Let us know if you have more questions in mind.

@MplsCustomer I appreciate your help.

Regards,
Emerson

[Parrella23]

Hi, yes, thank you for checking in, I checked everything that was suggested and I still don’t have access to archived footage. It still only seems to retain 3 hours of footage. I don’t understand why this is so complicated to access. Thanks. 

[Parrella23]

This is what it says, please note it says ‘3 hours of archived footage. Are you able to see the screen shot I attached?

[MplsCustomer]

@Parrella23 

Your screen shot is showing that there is no Nest Aware subscription for the Google Nest "home/structure" in which your camera is located. As just another Google Nest customer, that's all I can tell. If your $6//mo. subscription had been applied to this camera's "home", under Video History it would say "30-day event video history". See the screen shot for one of our cameras, where we have the Nest Aware Plus subscription. Are you sure that your subscription hasn't been applied to another Google Nest "home/structure"?

If not, I think all you can do is contact "Nest Aware Premier Care".

[EmersonB]

Hi folks,

@Parrella23 to dig deeper into this, can you double check the account you used when you purchased your Nest aware subscription. Then check the email address signed in to your Google Home App or Nest App. Also, don't forget to check which home structure you apply to the Nest Aware subscription.

I appreciate the help @MplsCustomer.

Best,
Emerson

[aatienza]

Hi 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, Emerson.

Thanks,

Archie

[aatienza]

Hey there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie