our subscription payment didn’t go through

[wick01]

I updated my payment method and added a new card but it is still not being accepted.

[MplsCustomer]

@wick01 

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

[wick01]

Hi, I tried the contact us but kept going round in a loop and not actually getting to send a message.

[MplsCustomer]

@wick01 

That's happened to me as well. It's not easy to actually get to the contact options page.

After you click on the "Contact us" link:

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

That page looks like this:

[wick01]

Perfect! Thanks

[zoeuvre]

Hi folks,

@wick01, thanks for reaching out to us. I want to check if you've already contacted our support. If so, how does it go?

I appreciate your help, @MplsCustomer.

Best,

Zoe

[wick01]

Hi Zoe.

Thanks for getting back to me.

Yes I did get help. It seems there are problems that are still being resolved after the last software update.

I am concerned that the newer devices are getting more support than than older versions that I have.

which is disappointing after spending hundreds of pounds on google products.

=Kind Regards

Andrew Wickett

[zoeuvre]

Hi there, 

I'm glad that this has been resolved for you, and we're sorry for the inconvenience. Thanks for your patience. 

Our teams are aware, and we're working on a fix. We'll also take your feedback as an opportunity to learn and to be able to provide a better experience in the future. Feel free to create a new thread if you have more questions or have other concerns in the future.

Cheers,

Zoe