Familiar face problem

[Italiano]

I have paid subscription. The doorbell refuses to see familiar face, it just states person.

I have done hard reset, removed from Google home and reinstalled but still cannot identify familiar face.

It use to work perfectly.

Help please

[SaraEs]

Hi @Italiano,

Thanks for reaching out to the community! I'm sorry to hear that your Nest Doorbell is not recognizing familiar faces. I appreciate your effort by trying to remove it from the Google Home app and also doing a hard reset; no worries, help’s here.

To isolate the issue, I’d like to ask a few questions:

• What specific Nest Doorbell do you have?
• How did you perform the hard reset? You can confirm the hard reset with the following steps:
  1. In the back part of the doorbell, you find a pinhole.
  2. Press and hold the pinhole until you hear one melody.
  3. Once you hear the first melody, please do not release; keep going. 
  4. Keep pressing until you hear a second one; after that, release it. 
  5. Just make sure that the light in the front part of the doorbell is blue and blinking; that means the doorbell did a correct hard reset. 
• When did the issue start?
• Have you made sure the subscription is under the email address that you have in the Google Home App? To check your subscription, let’s try this:
  1. Go to your profile in the Google Home app.
  2. Tap on Home Settings.
  3. Tap on subscriptions:
  4. Tap on Google Home Premium and check if you have a current plan.

Please feel free to share any additional details you think might be relevant.

Best regards,

Sara

[Italiano]

Yes all that has been done. Nothing solved

[SaraEs]

Hi there, 

Thanks for the follow-up information. 

The team would like to learn more about this situation. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Let me know if you have any other questions. 

Best regards, 

Sara