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Nest Aware subscription

Deb8
Community Member

Last night my Nest Hello doorbell camera was working just fine.  About 11 last night, I heard a noise so I opened my app and boom!  No Nest camera.  I came to my laptop and again:  no camera.  This morning we re-installed the camera and doorbell and now my Nest Aware is not connecting.  I have four months left on my subscription that I paid $160Cdn for.  I've gone through the "help" pages and it just gives me the runaround.  All my clips are also missing because:  my nest aware disappeared.

How do I get it back?  there is no way to actually PHONE Nest or Google or anyone else that I can find, so I'm hoping someone here can help me.

12 REPLIES 12

MplsCustomer
Bronze
Bronze

@Deb8 

The most common reason for suddenly not seeing your Google Nest devices in the Google Nest app is inadvertently logging on with the wrong Google Account.

When you reinstalled your Google Nest Hello Doorbell, did you install it in the same Google Nest "home/structure" where it was previously installed? If you had tried to install it in the same Google Nest "home/structure" without first removing it from the Google Nest app and doing a factory reset, you probably would have gotten an error that it was already attached to an account.

You can check which Google Nest "home/structure" your Nest Aware subscription is attached to by going to this page and selecting your subscription:

https://store.google.com/subscriptions

In the Google Nest app, the name of your Google Nest "home/structure" displays at the top of the initial screen.

If this does not help, you can contact Google Nest Support, starting with the link below. You almost always get phone or chat contact options.

https://support.google.com/googlenest/gethelp

Deb8
Community Member

I only have one google account. I've tried using the help link you gave, but I just seem to get the runaround.  I googled the # to call Nest, but that number doesn't work anymore.  

I don't see "home structure" anywhere in my google nest account.  And I can't remove my credit card from my account without adding a new one and I don't want to renew my subscription in August if I can't use it.

 

I'm beyond frustrated right now.  I'm not a computer idiot, I've made it this many years figuring things out on my own, but this has me feeling 100% defeated.

 

na1.jpgnest aware sub.jpg

Deb8
Community Member

I found the "add structure" on the online Nest but it won't let me choose "doorbell".  And when I go to my nest account online, there's no subscription............... I've been at this for four or five hours now....... I so sad.

@Deb8 

Your Google Nest "home/structure" is named "Home"; it's the name you picked at some point, andit is displayed on your screen capture. Note that names of Google Nest "homes" must match exactly; "Home" and "Home " (with a trailing space) are not the same.

In the Google Nest app, if you go to Settings | Home info, you can find the name of your "home/structure".

As I said above, the name of your Google Nest "home/structure" displays at the top of the initial screen in the Google Nest app. If you have more than "home/structure" one set up, then you have a drop-down where you can select the "home/structure" you want to access.

The "Action required" message on your first screen capture indicates you have some sort of problem with your subscription(s).

A doorbell is NOT a "home/structure". Your "home/structure" is the name you picked for the network of all of your Google Nest devices when you first started.

My guess is that when you reinstalled your doorbell, you may have installed it in a different "home/structure" than the Google Nest "home/structure" named "Home" to which your subscription is attached. If that is the case, you will need to remove your doorbell from that second "home/structure" and add it back to your original "home/structure" where your subscription is located.  Once that second, inadvertent "home/structure" is empty, you might want to delete it to avoid future confusion.

If you want to talk to someone at Google Nest to work this out, try the "Contact us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription." When you get to the "Resources" page, just click "Next step" to get to the contact options page (phone or chat).

https://support.google.com/googlenest/answer/9233159

Deb8
Community Member

I did try the Contact Us.  Gave my phone number for a call back at 11 am yesterday morning.  It's 9:30 am right now.  I"m still waiting for the call back.  

@Deb8 

I'm just another Google Nest customer. You could try again and see if you're lucky enough to get an option for a callback in less than a minute.  That's happened to me a couple of times.

Good luck!

Deb8
Community Member

The problem is........... I don't recall what I named it a year ago.  I only have the one name under the home structure.  Will the Recover Home option work?  I'm scared to touch that one.

@Deb8 

I don't know anything about a "Recover Home" option. We don't have such an option, but then we migrated to a Google Account several years ago

I think you need to talk to Support.

Your screen shots show that you have two subscriptions: a "Nest Aware Plus" subscription for which you're getting a warning message indicating you're not using it, or it applies to a "home" you're no longer a member of, and a "Nest Aware" subscription.

Deb8
Community Member

I had a blonde moment......... there is no recover home............ I'm just going to try the one minute call back AGAIN tomorrow as I'm off to work now and won't have the energy to deal with it tonight.  

Deb8
Community Member

I just submitted for the second time, a phone call.  I'm still waiting for them to call me back from when I tried last week.  Let's see if they actually call me back today.  It's been 3 minutes...... 

Deb8
Community Member

Thank you for the help!  I never did get a phone call back, but did do a "chat" with support who was patient and walked me through it.

zoeuvre
Community Specialist
Community Specialist

Hi Deb8, 
 

Happy to hear that! I appreciate the gesture. It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

 

Thanks for your help, @MplsCustomer

 

All the best,

Zoe