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Nest doorbell event video frozen

Tadclark
Community Member

I had a 30 day trial and everything worked great. I could review video events. My trial ended and I paid for the Nest Aware subscription and received an email acknowledgment that it was now active.  Now it captures video events but just displays a frozen picture even though it shows the video length ( e.g. 15s). I can’t review the replay. 

Any ideas? I’ve tried to reach customer service to no avail.

1 ACCEPTED SOLUTION

Tadclark
Community Member

Issue resolved. Subscription had been applied  to a duplicate  account with the same address . Customer service had to assist in fixing 

View solution in original post

4 REPLIES 4

Tadclark
Community Member

Issue resolved. Subscription had been applied  to a duplicate  account with the same address . Customer service had to assist in fixing 

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue.

 

Please let me know if you need further assistance. 

Best Regards,

Brad.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.