Video History Disappeared

[elreydeguacara]

So in May 2024 my grandfathered-in Gen 1 Doorbell subscription increased from $53 to $85. After many excuses and much runaround I realized I was stuck, so whatever. Now my video history disappeared and the app says I have no subscription. Is this a scam to get me to upgrade to Nest Aware? I paid for a year subscription. Anyone have a support phone number that works, or any remedy ideas?

[MplsCustomer · Accepted solution]

@elreydeguacara 

I'm just another Google Nest customer, so I can't tell what happened in your case.  If you renewed your Nest Aware subscription for another year (I think they are all on auto-renew), then you should still have a subscription.

To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Ashhong]

To clarify, does the app say you have no subscription or does it say “Switch to the new Nest Aware”? My Nest app suddenly started displaying that message today and I too can’t see my history, although I can manually scroll back. Also the record is shown in the Google Home app so it’s definitely not a subscription issue. I would also like to find a phone number for this

[MplsCustomer]

@Ashhong 

We've been on the 2nd gen Nest Aware Plus subscription since 2020, so we've never seen a "Switch to the new Nest Aware" message. I'm not following the rest of what you're reporting.

Google Nest does not have a support phone number. You have to follow the steps I provided above to get a callback. When I've done it (just a few times), I've gotten a callback within a minute or two.

[Ashhong]

My mistake I was trying to reply to the OP, not you. We both have the original Nest Aware and seem to have the same problems

[elreydeguacara]

My phone is Android and shows a blank page where clips should appear. When I go into settings it says I have no subscription. My wife's Apple shows “Switch to the new Nest Aware”. My first suspicion would be it is an attempt to get me to upgrade from my legacy subscription to a (of course) more expensive Nest Aware subscription, but I managed to reach Nest support by phone, and the help person confirmed my subscription, could not find a remedy, and escalated my issue up the help food chain. We'll see.

[Feedback]

Lots of people are reporting this it seems...