Home and Away routines missing

[CMT19]

I am trying to set up cameras inside and I can't access the home / away options. They just don't exist under the automation tab. I can't get them set up because they don't exist. I need to get this figured out as I have 7 cameras in total and need to control which ones are on home/away settings. Can someone please assist me as to why my account/app does not have the home/away options under household automation?

[CMT19]

I have tried to call nest support and have been hung up on 4 times. I don't understand what is going on. This shouldn't be this complicated and rude - especially with how much Google Nest products cost.

[nerys]

Hi CMT19,

Thanks for posting in the community!

I'm so sorry to hear that the Home and Away options are not appearing in the Google Home app, and I really apologize for the bad experience you had with customer support. Don't worry; I'm here to help! Just to get started, I'd like to confirm some details with you. Can you please help me answer the next questions?

• Could you please tell me what specific steps you took to try to activate this option?
• What are the models and generations of your Nest Cameras?
• What is the version of your Google Home app?
• Have you tried checking for the Home and Away options on a different cellphone?

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further! 

Best regards,

Nery.

[CMT19]

Hi, 

Thanks for you response. I am using the nest cam battery version. Just bought them so they are the newest models from best buy. I've tried the following:

-I've deleted the app and re-downloaded it.
-I've tried a new phone. The phone already had the app on it, but still didn't work. 
-Invited a new email to household to have them try and set up.

-Tried deleting and re-adding cameras. 

-Check to see if any other automations are running/triggered by home or away and they are not.

-tried turning on and off presence sensing. 

But I can see home or away is active because in my activity - the app shows history of when I am home or leave. No matter what I do, I don't have the home or away automation opens and I can't adjust my cameras and this is very unfortunate for price. I previously had simplesafe and their app makes this home/away automation super user friendly and I guess I'm concerned because this should be an easy fix? 

Thanks!

[nerys]

Hi CMT19,
 
Thanks for this useful information!
 
I'm curious about something you mentioned. You said that you have checked to see if other automations are running/triggered by home and away. To clarify, are you creating automations that include the Home and Away feature but finding that the option isn't appearing when you try to create a zone? Or is the default Home and Away option not appearing in the app itself?
 
If you have more questions for me, feel free to reply to this post. I'll be happy to assist further! 
 
Best regards,
Nery.

[CMT19]

Default home and away function is not appearing in the app. I am not able to create or edit any home or away functions whatsoever. 

[nerys · Accepted solution]

Hi CMT19,

Thanks for your response and for providing this information!

My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this thread. Let me know when you’re finished. From there, we'll contact you via email.

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further! 

Best regards,

Nery.

[CMT19]

Hi, I have filled out the form. Please let me know if there are any issues. I assume I will receive an email directly from your team?

[nerys]

Hi CMT19,

Thanks for taking the time to fill out the form!

You are correct! We'll contact you soon via email to discuss more details about the Home and Away options.

I'll be here for anything else you may need. Feel free to reply to this post if you have any other questions. I'll be happy to assist further!

Best regards,

Nery.