No video for past month

[suzy8]

I canceled my subscription to upgrade. Now all my videos for last month are gone. I paid for last month and they are supposed to be available for 30 days. Why did I get ripped off?

[MplsCustomer]

@suzy8 

It's not clear what you mean by "canceled my subscription to upgrade". Did you cancel your subscription?

You can try the "Contact us" option 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."

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

[suzy8]

I paid for the previous month and the videos disappeared.

[MplsCustomer]

@suzy8 

I'm just another Google Nest customer, but does this answer your question?

"Important: When you cancel a Nest Aware subscription, you'll lose your sound detection clips and any video you haven't saved. Before you cancel, learn how to save important clips."

https://support.google.com/store/answer/9396337

[janthadeus]

Hi folks,
 

Checking in — I just wanted to make sure if you’ve seen MplsCustomer’s reply. Let me know if you need anything else.

I appreciate your help, MplsCustomer.

Thanks,

JT

[EmersonB]

Hey everyone,

@suzy8, we wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

Thanks for answering, MplsCustomer and JT.
 
Best,
Emerson

[suzy8]

If I paid were was video?

[janthadeus]

Hey suzy8,
 

When you canceled your subscription and the important video clips weren’t saved. The video clips will be deleted from the cloud storage. When you sign up for a new subscription it doesn’t roll over. It’ll start fresh for 30 days of event video recording. To learn more, have a look at this guide: Manage your Nest Aware subscription on the Google Store.
 

I hope that answers your question.

Thanks for chiming in, Emerson.

Thanks,

JT  

[suzy8]

Yes I paid got and then video gone 

[EmersonB]

Hello suzy8,

I'm bumping up this thread to ensure that everything is covered here. How's it going? All the information they've shared in this thread is right on the spot. You may click the link that JT has shared to know more about your Nest Aware subscription and how you can manage it. As much as we want to help you but we don't have the means to retrieve your deleted event history. Let us know your update here.

Regards, 

Emerson

[suzy8]

No help. Guess when you pay for something it is taken away. To bad I didn't buy ring instead.

[EmersonB]

Hi suzy8,

Thanks for getting back to us. We know where you're coming from and this is not the experience we want you to have. We’ll take note of it and ensure that we'll learn from your experience as we continually improve our products and services. Rest assured that we'll take this as feedback and learn from this to deliver a better process and experience in the future. Aside from your feedback, is there anything else we can help you with?

I appreciate the help, Edmond.

Regards,

Emerson

[EmersonB]

Hey suzy8,

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

Thanks,

Emerson

[EmersonB]

Hello suzy8,

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

Best,
Emerson

[suzy8]

I paid for the service and the activity was deleted when I upgraded.

[MplsCustomer]

@suzy8 

When you purchase a Nest Aware subscription, it starts saving event or 24/7 video history from the time at which you purchased the subscription. So if you buy Nest Aware subscription this morning, the 30 days of event video history starts this morning.

If you cancel your subscription (as you said in your first post), then all of your history is deleted. I'm not sure why you canceled your subscription in order to update.

If you want Google Nest's Nest Aware team to do something, you can try the "Contact us" option 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."

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

[suzy8]

I canceled my monthly plan and got a yearly. But still since I paid for the previous month my videos should have been saved for a month. I was ripped off!