Google nest deletes clips when they are played back on the Nest app

[Susanmarie12345]

Any suggestions? Yesterday we had a clip of a bear walking through the backyard. I played the clip back on the Google Home app but couldn't figure out how to download it, so I went to the Nest app and played it back there. The clip then disappeared in both the Nest app and the Google app. I tried this twice with other clips a little earlier and the same thing happened. All three clips are gone and I can't find them anywhere. Does anyone know why this would happen? My husband also looked on his app and couldn't find them anywhere. 

[MplsCustomer]

@Susanmarie12345 

This should ONLY happen if you have a 2nd gen Google Nest doorbell or camera AND you do NOT have a Nest Aware subscription, in which case you only have access to event video history for the most recent 3 hours in the Google Home app or on the home.google.com website (and even then playing the event clip does NOT delete it), but in this case it is simply not possible to either access or view such history in the Google Nest app or on the home.nest.com website.

If you have a 1st gen Google Nest camera or doorbell and do NOT have a Nest Aware subscription, then you can only see snapshots for events that occurred in the most recent 3 hours.

I don't know which doorbell you actually have and don't know what's happening in your case. 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.