Moving Nest Aware Subscription

[douloscristou]

I'm hoping the Google rep I was speaking to was just wrong, but I'm assuming not.  I bought a new home but am keeping my old house as a rental.  I have smart devices in that home I don't want to get rid of, but I am moving the cameras to the new home (meaning the Nest Aware subscription needs to come to the new home).  The rep I spoke to said the only way they can move Nest Aware to the new home is by deleting the old structure.  This means deleting the thermostat, all the smart lights, and the alarm sensors.  That doesn't seem like something I want to do and have to reconfigure while someone else is living in the home.  It blows my mind that it is not an easy thing to move the subscription from one residence to another.  Here was my conversation with support.  Nice guy just didn't have news I wanted to hear:

We need to delete the home structure where the Nest Aware Subscription is attached so that we'll be able to move it.

Luke · 10:15 AM

Okay. I do have a thermostat and other items that I want to keep on the account there.

Do I just need to recreate the home later?

10:16 AM

L

We need to delete the home structure where the Nest Aware Subscription is attached and we'll be able to move the Nest Aware Subscription.

Luke · 10:17 AM

So I will need to setup the thermostat again later. Got it. How do I delete the structure.

10:18 AM

L

I’m here with you.

I'll help you with steps to delete it.

1. Open the Google Home app .
2. Switch to the home you want to delete.
3. Tap Settings and delete this home and delete.

Luke · 10:21 AM

It says Leave this home

Is that the same thing?

10:23 AM

L

Yes, please go ahead and leave from the home.

Luke · 10:24 AM

So does this mean all the smart lights will quit working as well?

I'm reading the warning of things that will happen when I leave the home.

It's hard to understand why the subscription cannot just be moved.

10:25 AM

L

Yes, you need to again pair the devices to the home structure.

The Nest Aware Subscription is attached to the home structure and once we delete the home structure then only we'll be able to move to the new home structure.

Luke · 10:26 AM

This is sounding like it's going to create a lot of work and isn't something I should try to do until I'm in a place to reconfigure everything at the ***** address.

10:26 AM

L

I completely understand where you are coming from and how you feel. In order to move the Nest Aware Subscription we need to delete the home structure.

Luke · 10:27 AM

Got it. Poor design, but I understand.

It sounds like you cannot help me any further today.

10:28 AM

L

I'm here to help you with the steps to delete and move the Nest Aware Subscription to the home structure.

Luke · 10:29 AM

But you cannot do so without me deleting a home structure that I want to keep.

I'm not blaming you, I'm just saying that is a poor design, and not something I'm prepared to do right now.

If I cancel my nest aware subscription, am I refunded the unused portion"?

That seems like another option, just cancel the subscription and resubscribe at the new address.

10:30 AM

L

The 2nd gen Nest Aware Subscription is non refundable and cancelling the subscription will only stop the auto renewal and you can still use the features until the next billing date.

Luke · 10:30 AM

Okay. Also disappointing. Thanks for trying to assist. I appreciate it.

[MplsCustomer]

@douloscristou 

I wonder whether you could just change your home address in the Google Home app, and use the same Wi-Fi network name (SSID) and password at your new residence, and for any devices you are leaving behind at your current residence, remove or delete them from the Google Nest app or Google Home app (but leave the factory resets for the new residents to perform, so the thermostat [for example] will keep operating until the new residents take over).

You could also try contacting "Nest Aware Premier Care" by selecting "Contact us" 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?hl=en

[douloscristou]

The other home is a rental, so I really want to retain the smart device setup that I have there.  I may try the Premium Care to see if I get a different answer, but it sounds like that is just the way it works and you cannot transfer the subscription without deleting the other home.   The rep I talked to before did send me instructions for associating Nest Aware with the new address if I do end up deleting the other "structure"  from my Nest account.   I am just of the opinion that you shouldn't have to delete a structure to move your video recording ability to a different structure.  If I'm paying for a subscription, there should be an easy way for me to move that subscription to a different residence.  I may end up deleting the original structure and resetting everything that is being left in the rental, I just wish I didn't have to do that.  

[MplsCustomer]

@douloscristou 

You're talking about more than moving your Nest Aware subscription.

If your tenants in your soon-to-be-rental are going to access the Google Nest devices you have there through the Google Home app and/or Google Nest app, you're still going to need to remove those Google Nest devices from your Google account in the Google Home app and do a factory reset so the tenant can add them to their Google account in the Google Home app.

If you don't do that and just add the tenant(s) to your Google Nest "household" in the Google Home app, they will have complete access to everything in that Google Nest "home/structure":
https://support.google.com/googlenest/answer/9155535?hl=en

[douloscristou]

The tenants happen to be related and already have access to all devices in that structure.  

[MplsCustomer]

@douloscristou 

Oh, good. Then the issue is just being able to transfer your Nest Aware subscription. I don't know if "Nest Aware Premier Care" can help you; their web page makes it sound like they can. 

It looks like the customer on this thread last year got their subscription transferred:

https://www.googlenestcommunity.com/t5/Nest-Aware/Nest-Aware-subscription-when-moving/m-p/36225

[janthadeus]

Hi folks,

Checking in — were you able to speak to our Nest Aware Premier Care team to give you options? If so, how did it go? Let me know if you need more help.
 

I appreciate your help here, MplsCustomer.
 

Thanks,

JT

[janthadeus]

Hey halfpenny,

I can understand where you’re coming from. We'd like to check other options for you — could you fill out this form and let me know once you're done?

Looking forward to your response.

Best,

JT

[halfpenny]

I have nearly the identical problem: I have two Nest Aware subscriptions for two homes, both with cameras and other Nest devices. I wanted to consolidate my cameras into one house (that has a monthly subscription) and apply the remaining ten months of an annual subscription (in the house I'm removing the camera from) rather than throw away the balance.

Support similarly told me that I have to delete the house (with the annual sub) entirely in order to move its subscription.

This is obviously a non-sensical restriction since if I only had a single Nest home and was moving it, that would be fine. But since I have multiple Nest homes, I have to throw away the balance on one.

Alternatively, I could delete one home, move the subscription, and then recreate the home--which would be fine except that I've spent money to have a bunch of Nest products in that home... so I'm not going incur the time and headaches to do that.

So the more Nest products you have, the more restrictive and painful they are making it to adjust your subscriptions. Seems a bit backwards.

[janthadeus]

Hi there,

We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Best regards,

JT