Subscription not working

[stevefuture1]

I’ve got a renewed subscription which is paid (I’ve checked with bank) however there is no history available from the cameras despite them recording info. When I check my account in the Google Home app it tells me that ‘Nest Aware plan has ended’.

All instructions provided don’t cover this subscription issue which is frustrating (there is no way to contact billing support directly).

[MplsCustomer]

@stevefuture1 

You can 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."

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

You can check your subscription on the page below:

https://store.google.com/subscriptions

Did your subscription somehow get renewed for a different Google Account or a different Google Nest "home/structure"?

[stevefuture1]

The subscription is there, however It appears to be associated with a different’home’ in my account. I have one to handle our google nest wifi and one to manage our cameras, How can I fix this? 

[MplsCustomer]

@stevefuture1 

On this thread, a Google Nest Community Specialist posted instructions for transferring a subscription:

https://www.googlenestcommunity.com/t5/Nest-Aware/moved-nest-aware/m-p/449823

If that does not work, you could try the "Contact us" link in my earlier post.

I don't know why you would have two "homes", though.

[stevefuture1]

Thanks - I got in touch. If you set up a new home within your existing account, and manage your cameras under this new home, you either need to take a new subscription or contact them and then delete the existing home in order to transfer your subscription- there is NO information about this or a warning when setting up a new home. Google won’t transfer your subscription without deleting the initial home. This is consistent with the opaque nature of all the Aware products and in my case (being overseas) is not possible to rectify, given I need to have physical access to undertake the set up steps. Theses products need a fundamental rethink imho, as they’re not fit for purpose, lack critical setup information, and google support cannot make simple adjustments even within a user account to rectify subscription changes.

[EdmondB]

Hello stevefuture1,

We're sorry for the trouble this has caused you but happy to hear that this has been sorted out and you’re able to use your Nest Aware subscription again. Here is a link to learn more about how to fix an unused Nest Aware subscription.

I appreciate the help, @MplsCustomer.

Let us know if you have additional questions.

Best,

Edmond