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Familiar Face Detection Never Shows Unfamiliar Face

Community Member

The Familiar Faces function of my Nest Aware subscription doesn’t seem to be working properly. HELP states “When your camera detects an unfamiliar face, the app should ask whether it’s someone you know”.   

Well, mine isn’t asking me and it identifies all unfamiliar faces as familiar and I only have the option to correct, move or delete. It’s like everyone with a hat or short hair are always identified as someone in my l face library instead of saying new face. Also doesn’t always show photo of wrong person but the photo of the person it says it is.

Doesn’t matter how many ways I reword this issue in searches I never get an answer even close to what I’m asking. Very frustrating!


Community Specialist
Community Specialist

Hi ColleenR,


Thanks for posting in our Community and for sharing what you’ve done to have your concern resolved. I apologize that the feature isn’t working correctly.


While the Nest cameras are designed to be as accurate as possible, they may still misidentify certain things, like distinguishing between close relatives.


Here are some tips to help your camera detect faces better:


  • Position your camera so it can see faces easily. Familiar face detection works best when the subject is directly approaching the camera.
    • Place your camera roughly 6–8 ft (18–244 cm) above ground, and place your doorbell about 4ft (122cm) above ground.
    • Place the camera where people would naturally walk towards it, such as facing a path or down a driveway.
    • For best results, the camera should be placed within 10 feet of where people will walk towards it.
  • Check the lighting around your camera. Check your camera’s view at different times during the day to make sure that there’s no glare from the sun or other light sources.
  • Review your familiar faces library on a regular basis during the first few weeks, especially after you add a new person.


Additional steps are given here on how to Troubleshoot familiar face detection.


Keep me posted.




Community Specialist
Community Specialist

Hey ColleenR,


I wanted to follow up and see if you still needed help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.




Community Specialist
Community Specialist

Hello ColleenR,


I'd like to bump in here and make sure that you’ve seen our response.


Please let me know if you have any other questions or concerns, as I will be locking this thread after 24 hours.