Upgraded to Nest Aware Issue

[rgreen5596]

Before I upgraded to Nest Aware Premium service I could review all my doorbell camera footage but afterwards it gives my “No Events Detected”  Learn More says I don’t have access. What’s up? I have had service for three years.

[MplsCustomer · Accepted solution]

@rgreen5596 

Is your "Nest Aware Plus" subscription on the same Google Account and for the same Google Nest "home/structure" as your cameras?

You can check your subscription here:

https://store.google.com/subscriptions

You can also check your subscription in the Google Home app by going to Settings | Subscriptions.

If you can't resolve it, you could 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

When you get to the "Resources" page, just click "Next step" without clicking on any of the "help" suggestions.

[rgreen5596]

Yes, it is and nothing changed 

[MplsCustomer]

@rgreen5596 

If you go to Settings | Video | Video history for your doorbell in the Google Home app (or Settings | Nest Aware in the Google Nest app), what does it say for your subscription?

[Lance_L]

Hi rgreen5596,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

I appreciate your help, MplsCustomer.

Best,

Lance

[rgreen5596]

It’s shows Nest Aware with 30 day video history 

[rgreen5596]

 

[MplsCustomer]

@rgreen5596 

With the "Nest Aware" subscription shown in your screen capture, you should have 30 days worth of event video history for any events detected by your Google Nest Hello Doorbell during the most recent 30 days (starting with the day you purchased your subscription). The events that display depend on how you're filtering your events.

https://support.google.com/googlenest/answer/9208447

[Lance_L]

Hello rgreen5596,

Buzzing in — do you still need our help? Don't hesitate to reach back if you do.

Thanks for chiming in, MplsCustomer.

Best regards,

Lance

[rgreen5596]

It just doesn’t work it worked fine when I had the 5 day service but after I upgraded it quit working correctly.

[Lance_L]

Hi rgreen5596,

Thanks for getting back to me. I’m sorry to hear that the issue hasn’t been resolved. Let’s check this out — could you fill out this form and let me know once you’re done?

Best,

Lance

[rgreen5596]

I filled out the form 

[Lance_L]

Hey rgreen5596,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Have you seen the extra information that MplsCustomer has provided? Let me know if you have any questions.

Thanks for the help, MplsCustomer.

Cheers,

Lance

[MplsCustomer]

@rgreen5596 

If you had the 5-day 1st Gen Nest Aware subscription, you got 5 days of 24/7 history. The 30-day Nest Aware subscription gives you only event video history for 30 days. You need the Nest Aware Plus subscription to get 10 days of 24/7 history as well as 60 days of event video history.

See this help topic for details:

https://support.google.com/googlenest/answer/9681538