Camera not recording

[Bek11]

Hello 

we had our Google home app with our camera and decided to pay for the subscription to have it record and save the recordings for however long (5 days maybe?) 

anyway it doesn’t do that at all - I can’t even look back at anything today 

I then downloaded Google nest app - however it won’t bring up the serial numbers for me to pick my camera 

I’ve paid for this so would actually like it to work - can someone please help? 

thanks! 
Bek 

[MplsCustomer]

@Bek11 

It's not clear what camera you have. Your post says "Nest Outdoor Camera" but your post also implies that it was installed in the Google Home app, in which case you probably have the Google Nest Camera (Battery) and cannot install it in the Google Nest app.

Below is a link for what you should get for each type of camera for each subscription type:

https://support.google.com/googlenest/answer/9681538

You can check which subscription you're enrolled in here; if you click your subscription, you can see what Google Nest "home/structure" it applies to:

https://store.google.com/subscriptions

You can also check by going to Settings | Nest Aware in either the Google Nest app or Google Home app.

In the Google Nest app, you can check the subscription on an individual camera by going to Settings | Nest Aware. In the Google Home app, you can check the subscription on an individual camera by going to Settings | Video | Video history.

Here are Google Nest Help topics on accessing video history in the 2 apps:

https://support.google.com/googlenest/answer/9208447

https://support.google.com/googlenest/answer/10904254

[EmersonB]

Hello everyone,

@Bek11, thanks for reaching out here in the Community. How's it going with your Nest Camera? Were you able to read the information and check the link that MplsCustomer has shared? In case you have an update, you know where to find us.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[janthadeus]

Hey Bek11,

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 here, MplsCustomer and Emerson.

Thanks,

JT

[Bek11]

Ok so ive finally found my subscription – it says ‘nest aware’

And your right the camera is a google nest (battery)

Does this all work together or have I made a mistake?

Is there a way I can chat to someone to get this sorted?

Thanks

Bek

[MplsCustomer]

@Bek11 

You can go to this "Contact Us" link: https://support.google.com/googlenest/gethelp
Select "Doorbell", type a brief description of the issue, then click "Next".
Click "Other", then click "Next step" until you see the contact options.
Choose to get a call or call or chat with the team, as available in your country.

[janthadeus]

Hi there,
 

Checking in — were you able to speak to our support team as shared by MplsCustomer? If so, how did it go? Let us know if there’s anything else we can help.

Thanks for your continued assistance, MplsCustomer.

Thanks,

JT

[Bek11]

Hello

yes it seems to be all sorted now! thanks so much for all the help

Bek 

[janthadeus]

Hey there,

Happy to hear that! I appreciate the gesture. It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Cheers,

JT