Doorbell not recording

[Mygirl]

Recently got nest aware, since upgrading, my doorbell doesn’t record. I’ve tried resetting it, deleting app, deleting WiFi. But nothing is working. Does anyone have any ideas? 

[MplsCustomer]

@Mygirl 

Is your doorbell in the same Google Nest "home/structure" as your Nest Aware subscription? If you have a newer doorbell and go to it in the Google Home app and go to Settings | Video |Video history, what does it say? If you have an older doorbell and go to it in the Google Nest app and go to Settings | Nest Aware, what does it say?

[Mygirl]

Hi thanks for reply. I have noticed that when I try to add doorbell, it’s on a different email to what I’m using could this be an issue? I’m not too sure how to get that email off as I’ve tried resetting it but still uses this unused email address

thanks 

[Mygirl]

I have now deleted this email address but nope still not recording. I’m just at a loss with it 

[MplsCustomer]

@Mygirl 

I'm not sure what you mean by "when I try to add doorbell, it’s on a different email". Have you been logging onto the Google Nest app or Google Home app with different emails? Are you using the same Google (gmail) account when logging onto the Google Nest app or Google Home app that you used to purchase your Nest Aware subscription?

If you go to the link below and click on your subscription, what Google Nest "home/structure" is shown? Is it the same Google Nest "home/structure" you're connected to in the Google Nest app or Google Home app?

https://store.google.com/subscriptions?hl=en-US

Did you check your doorbell in the Google Nest app or Google Home app as I suggested earlier, to see whether it shows your Nest Aware subscription?

[Mygirl]

I don’t have nest app. My doorbell will only work with google home. I’m not sure what you mean on home structure. I will get in contact with google cos I have tried everything 

[MplsCustomer]

@Mygirl 

I didn't know which doorbell you had. Your Google "home/structure" is the name or nickname you assigned to your home when you first installed a Google Nest device. It displays at the top of the screen in the Google Home app. It also displays after the word "Preview" on the home.google.com website, and it is shown on your subscription on the Subscription Management link I provided above.

For Nest Aware questions, you could try the "Contact us" option 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

[Mygirl]

Thank you. It’s very frustrating, as it was working perfectly until I got nest aware 

[Brad]

@Mygirl 

I can imagine it has been an inconvenience, and I would love to look into this further for you. You can try to reach out to support by filling out this form, and then a higher tier of support will reach out to you with next steps. Once filled out, please let me know. 

Best regards, 
Brad

[Brad]

Hi there,

I wanted to pop in and see how things are going. Thanks for filling out the form I sent, you should hear from support soon if you haven't already. Please let me know if you still need help. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad