No way to get video archive and familiar faces after credit card expiration?

[hanspetern]

I'm in the situation that my credit card expired after 5 years.

I had a very long list of subscription services to make sure to renew, including multiple of them with the Google. But I apparently missed the Nest subscription. 

After now resubscribing I realise all our years of collected familiar faces are gone and the recent video archive is gone.

Is this really how you treat your long term paying customers? 

I can find only a single reminder sent on email, and this was not marked as an important mail by Gmail. 

I never saw any notifications from the Home app itself up to or after the expiration even when interacting with the app!

I had already renewed my card with Google Pay and with Google Play store, why can't they use those payment  informations? 

Googling the issue I can see this is an issue many other paying customers have had, and I'm astonished how can this not have been addressed before.

I hope of course there's a way to still restore what we had or at least that my experience was a result of bugs and not an intentional way to deal with your paying customer base.

[Shled]

Similar situation. But this account is still active but there appears no way to update the expiry date on the CC that has been used by them to charge for Nest Aware subscriptions for years. Have tried all suggestions that show up when searching "Nest Aware Gen 1 Credit Card Update"

but nothing works. I can not delete the existing card as it requires a new one first. I do not have another card and just want to update the existing one with the new expriation date. It does not seem possible at this time. Does anyone at Nest read these frustrations? Is any help available at all?

[MplsCustomer]

@Shled 

I think when this happened to us, I added our card with the new expiration date as a new card, and then went back and deleted the card with the old expiration date. As I remember it, it was a little tricky to figure out which one to delete.

[EmersonB]

Hello everyone,

@hanspetern, thanks for reaching out here in the Community. When the credit card declared for your subscription expired your subscription will stop and that would delete the video history and familiar face library associated with the device.  

@Shled, how's it going? Were you able to try the steps shared by MplsCustomer? In case you have an update you know where to find us.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[Shled]

Tried all suggestions but none worked. No one from billing has provided any way to call or write them for assistance.

[Lance_L]

Hi folks,

@hanspetern, I wanted to check in and see if you still needed any help. Have you had a chance to review Emerson’s response above? Let me know if you have additional questions.

@Shled, I’m sorry to hear that this still isn’t resolved. I’d be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Thanks for the help, MplsCustomer and Emerson.

All the best,

Lance

[Shled]

No change. Account is still active but there appears no way to update the expiry date on the CC that has been used to charge Nest Aware subscriptions for years. Have tried all suggestions that show up when searching "Nest Aware Gen 1 Credit Card Update"

but nothing works. I can not delete the existing card as it requires a new one first. I do not have another card and just want to update the existing one with the new expriation date. It does not seem possible at this time. Does anyone at Nest read these frustrations? Is any help available at all?

[MplsCustomer]

@Shled 

I think I once resorted to entering a new card with the new expiration date, even though the card number was the same.  Then I really had to pay attention to know which card to delete, since the number was the same on both.

[Shled]

Still unable to update expiry date on existing card on file that has been successfully charged without fail since 2019. Can not delete the old card as am told you must add a payment method before deleting the old one. The card number is the same so adding it again fails. It is the sole payment method available. No idea what to do. This marks the second month of trying to get help to simply update the expiry date of a known good card.