upgrade nest aware to plus but cannot see history up till 60 days (only 30 days)

[Norbert1]

Hi,

We had an incident during our vacation, and need the footage from our Nest door bell , but unfortunately we were only able to look 30 days back. Now we upgraded to nest aware with 60 days, but we are still only able to look back 30 days. Please help, it's important and we don't know how or where to contact google or get the material back.

Thanks a lot!

[MplsCustomer · Accepted solution]

@Norbert1 

I'm just another customer, but your history starts from the time when you purchase a Nest Aware subscription. If you upgraded from Nest Aware (30 days of event video history) to Nest Aware Plus (60 days of event video history plus 10 days of 24/7 history), Google Nest would have kept up to 30 days of your previously existing event history while extending the retention to 60 days, and would have started 24/7 history retention for up to 10 days. There's no way for Google Nest to have obtained days 31-60 of your event history because it was not being recorded and retained under your previous Nest Aware subscription (and it would have been illegal for Google Nest to be doing so without your permission.)

See this Google Nest Help topic, under "Effects of changing Nest Aware subscription": https://support.google.com/googlenest/answer/9681538?hl=en

If you want to try to talk to Google Nest Support, see the "Nest Aware Premier Care" section on this page: https://support.google.com/googlenest/answer/9233159?hl=en&co=GENIE.Platform%3DiOS

It has a contact link that goes to this Premier Help page:
https://support.google.com/googlenest/gethelp?&utm_term=premierhelpcontact

[Brad]

Hey there,

Here is a great link on how Nest Aware works and how to subscribe, and here is a link on how to manage your subscription. 

Best Regards,

Brad

[Norbert1]

Thank you for answering this question! was afraid this would be the answer. Unfortunately we wanted to look back at an event that happened prior to these thirty days 

[Brad]

@Norbert1

Sorry to hear that! Unfortunately, you can't see anything before the point at which you subscribe to Nest Aware. Thank you for your patience!

Best regards,

Brad

[Brad]

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad