Google Nest Aware Plus “No compatible device” issue

[Adj]

Long story short I was having an issue with Nest Aware Plus, when I chatted with support the Rep said to create a new home, he added Nest Aware Plus to that home, I had to remove each of my 8 cameras, reset them, and added them to the new home. When I did that, I later realized that I wasn’t seeing 24/7 footage just events that I had set up to record. When I clicked on nest aware plus subscription it says it isn’t recognizing compatible devices. When I reached back out to chat with someone at google they first told me to delete the app and reinstall, that didn’t resolve it. Then they asked me what the firmware version was and as I looked at each camera I saw that that two of the eight have a different software version. I told the rep that but his next solution was to create a new home, again, and do the same thing I already did that caused this to happen. He didn’t even address my question on why did the software version changed on 2 of my 8 cameras, they were all on the latest version before I moved them to the new home.  Does anyone have experience with this issue and can walk me through how to resolve it?

[MplsCustomer]

@Adj 

Usually, that message means there are no cameras or doorbells in the same Google Nest "home/structure" as your Nest Aware subscription. The fact that your cameras have different firmware versions is irrelevant.

The thread below has a post from Google Nest Community Specialist @EdmondB  on how to transfer a Nest Away subscription to another Google Nest "home/structure".

https://www.googlenestcommunity.com/t5/Nest-Aware/moved-nest-aware/m-p/449823/

[Adj]

Thank you unfortunately that didnt work,

[jenniffert]

Hi there,

Thanks for chiming in, @MplsCustomer.

@Adj, I appreciate you posting here in the community. Sorry for the delay. I'm happy to help!

It would be very helpful if you could share your camera model so I can look into the issue.

Please keep me updated.

Best regards,

Jenniffer

[Adj]

It took multiple phone calls, chats, emails and countless hours to resolve this issue that quite frankly should have never happened had the first Customer Service Rep communicated a very important detail when I was told to move all my cameras to a new home structure and delete the old structure........cancel the nest aware subscription. After an hour on the phone with the 6th or 7th representative after two week so of trying to resolve this, that person realized I had a "hanging" subscription" that was not attached to a home structure. This was such a disaster.