Not getting video play back of captured events on my Nest Doorbell Cam even with Aware subscription

[bd92106]

After video playback of events stopped, I signed up for (and paid for a year of) an Aware subscription, yet the events being captured only display a single image, not a video clip.  I have the wired doorbell camera and video used to playback.  

[MplsCustomer]

@bd92106 

What you get depends on which subscription you have (if any) and which camera or doorbell you have:

https://support.google.com/googlenest/answer/9681538?hl=en

The symptoms you describe sound like a Google Nest Hello Doorbell with NO Nest Aware subscription, where you get photo snapshots of activity within the most recent 3 hours.

Is your Nest Aware subscription for the same Google Nest "home/structure" where your doorbell is located? You can check your subscription for your Google Nest "home/structure" in the Google Nest app or Google Home app by going to Settings | Nest Aware and by going to your doorbell in the Google Nest app and going to Settings | Nest Aware.

You can also check your subscription here:

https://store.google.com/subscriptions?hl=en-US

[dzl]

I lost my doorbell video camara and backyard camera. They are gone on my Google home app

[MplsCustomer]

@dzl 

Have you by any chance logged into the Google Home app with a different Google Account?

[bd92106 · Accepted solution]

Thank you all.  Issue resolved.  Nest Aware subscription renewal apparently “was not completed because of a system error.”  I redid the Nest Aware renewal and all is fine now.  Thank you for the help.  

[Brad]

Hi there,

Just checking in on this thread and the activity on it. I am relieved to hear that this has been resolved for you. Thank you for the help you provided here, MplsCustomer. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad