Can't Use Nest Aware Plus for 30 days after Purchasing Camera?

[jrmpco]

So, I bought a nest outdoor floodlight camera because I need to monitor a construction site.  I need to have full history - not just event recording - for security purposes, and immediately upgraded to Nest Aware Plus.  Apparently, the camera came with a 30 day free trial of Nest Aware, which does NOT include full video history.  Despite upgrading, I was told by customer service that the free trial of Nest Aware has started and cannot be terminated, and my upgrade to Plus cannot take effect until the end of the free trial.  Nice, BUT I HAVE 30 days of a site that is NOT being properly monitored.  is there anything I can do?

[MplsCustomer]

@jrmpco 

Yeah, it's unfortunate.

Google Nest  says this: "If you’ve already purchased a Nest Aware subscription that includes a longer video history, you’ll be able to continue to access the full video history that’s included with your subscription when your trial ends." (https://support.google.com/googlenest/answer/9248198#zippy=%2Cnest-aware-nd-gen--day-trial%2Cwhats-i...)

It's not even clear what that means.  "Continue to access the full history..."?  But since the 24/7 history is limited to 10 days, it seems that, after the trial ends, you'd have access to 24/7 full history for days 21-30.

It's a bummer.

This was not true when we bought our first Google Nest cameras in 2019.  Then, the free 30-day Nest Aware trial subscription (now called 1st gen) included 10 days of 24/7 continuous video history.  I don't know when it changed.

[janthadeus]

Hi jrmpco,

Thanks for reaching out. I can understand where you're coming from. Once you start the trial, you can’t cancel it, but you can take advantage of your 30 day free Nest Aware service. Once your trial expires your paid subscription will kick in.
 

Have a look at this guide: FAQs about the Nest Aware 30-day trial.
 

Thanks,

JT

[janthadeus]

Hi there,

Checking back in should you still have further questions here. Let us know by replying to this thread.

Regards,

JT

[janthadeus]

Hi there,

I just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Best,

JT