Hi, I have watched a incident live that occurred on my outdoor camera. I am trying to re-watch the video but my account only has a photo from the video. the video content is there. I can see 3 minuets worth of time recorded on my account. I just do not know how to access the video. Help!
We renewed Nest Aware after not being notified of end of subscription. Now we cannot get video of our notifications, only video on live feed. We may have used the wrong name on "house", since the one house has 3 names due to previous issues. Is there a way to confirm that is the problem? How can we get videos of our notifications as we did before renewing?
Do you have a Nest Doorbell (battery) or the Nest Cam (battery)? Those devices, if not wired in, will only show your live footage and a preview of footage. You can check out your clips on the web app version.
Our subscription is for 276 17th. Nothing shows up on Nest for that home. No live feed and no video. There are 2 other homes on our Nest account. "17th Avenue" brings up a live feed, lists history, but the recordings cannot be accessed as video. "Home" also has no live feed or history. Perhaps if there is a way to switch the subscription to 17th Avenue we could get video??? However, we don't know how and online help basically said we're on our own unless we want to pay $129 for in-house service.
Google Nest does not allow us to transfer subscriptions, but you could try using the "Contact us" link under "Nest Aware Premier Care" on the page below'. They say: "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."
Maybe they can cancel your subscription on the wrong "home" and get it on the "home" you want it to be on. A Nest Aware subscription covers only one "home", so you'll need to get all your cameras and doorbells in the same "home".
Thank you. I will try contacting them. However, the last phone call to support ended with them telling us that we could cancel our subscription but they do not refund any money for it even if we were to purchase another under the correct house name. In other words, we would have to pay twice in order to try to get the problem corrected or pay $129 for a service call. I have to say, Nest has now become a nightmare for us since Google got involved, and from some other complaints of the same problem I'm not sure cancelling and re-purchasing will help. But thank you.
Wen276joe, this is definitely not the experience we want you to have. Were you able to reach out to our Nest Aware Care Premier team? If so, how did it go? Let me know if there's anything else.
JDress, how’s it going? Still need our help?
Thanks for the help here, MplsCustomer and Brad.
If your subscription is on the "276 17th" home, could you use Google Nest's instructions (https://support.google.com/googlenest/answer/9219307?hl=en#zippy=%2Cmove-to-another-home-in-the-app) to "move" your IQ camera from the "17th Avenue" home to the "276 17th" home?
If that works, and your "17th Avenue" home is how empty and your "Home" home is also empty, perhaps you should consider deleting them to avoid future confusion.