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Can't see doorbell on nest app after changing phones

Help6
Community Member

I pay for nest aware and it shows under my subscriptions. When I try and log in with Google into the nest app it doesn't see my doorbell and says I'm not subscriber. I can see it in Google home but not the nest app that sends me alerts. Just switched phones but not sure why that would cause an issue

5 REPLIES 5

MplsCustomer
Bronze
Bronze

@Help6 

On your new phone, are you logging into the Google Nest app with the same Google Account you were previously using to log into the Google Nest app on your old phone, were you previously using the "Sign on with Google" option, and on your new phone are you accessing the same Google Nest "home/structure" you were accessing on your old phone?

It automatically logged in my old phone. I only have one Gmail account

EmptyNester
Silver Product Expert
Silver Product Expert

So,  do you really have the GEN 2 camera?  If you do they do not work in the NEST APP and never will.  Google is very clear that all the GEN 2 cams only work in the Google Home app.

Help6
Community Member

It must be Gen 1 doorbell then. It had always worked in nest app. Thanks so much for replying

@Help6 

Is it possible that your saved login on your old phone was logging you into the Google Nest app using the "Sign in with Nest" option, using a non-gmail account? And have you never migrated your Nest Account to a Google Account? And on your new phone, did you log into the Google Nest app, using the "Sign in with Google" option, using your gmail account? If that's the case, then I think you may have just performed a manual migration from a Nest Account to a Google Account (as described here, under "Error message: Google Account is already linked with another Nest Account": https://support.google.com/googlenest/answer/9297676?hl=en&sjid=4393994231734888298-NC#troubleshoot-...), but without performing the other steps to migrate your devices. If that's the case, I think you're in a predicament and will need Support's help.

We migrated from a Nest Account to a Google Account in 2020, and check our subscription here, even though we have several 1st gen cameras and doorbells that still work in the Google Nest app: https://store.google.com/subscriptions

I believe that Google Nest customers who have NOT migrated and have 1st gen subscriptions are able to check their subscription somewhere else.

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. 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 page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.