Upgrading from 2014 DropCams to Nest Cams

[Ro18]

I have two new Nest Cams to replace 2024 era Drop Cams. I've granted Nest access to my Google account. When I read the camera QR code and go through the prompts it asks me to log into Nest. It is not accepting the password for my Gmail account nor my app account (that was used for Nest until recently). I've clicked on Forgot Password but nothing has been sent to my Google account or my AOL account. How can I get someone to assist me? Thank you!

[Ro18]

That should read 2014 era DropCams

[MplsCustomer]

@Ro18 

I'm not sure what you mean by "granted Nest access to my Google account".

The Google Nest indoor wired cameras that Google Nest is providing to replace Dropcams are 2nd gen Google Nest cameras that get installed ONLY in the Google Home app. They CANNOT be installed in the Google Nest app. (We've had to use both apps ever since purchasing a 2nd gen battery camera in Sept. 2021.)

If you want your 1st gen and 2nd gen Google Nest cameras and doorbells to all be in the same Google Nest "home/structure" (and covered by the same Nest Aware subscription), you should migrate your Nest Account to a Google Account BEFORE installing your replacement 2nd gen cameras in the Google Home app (https://support.google.com/googlenest/answer/9297676).

[Lance_L]

Hi folks,

@Ro18, thanks for reaching out to the Google Nest Community. I wanted to check in and see if you still needed any help. Have you seen MplsCustomer’s response above? If yes, how was it?

Remember to use the Google Home app to set up the replacement Nest Cam (wired). See details below:

1. If you haven’t already done so, download the Home app from the Apple App Store or Google Play Store.
2. Open the Google Home app . If prompted, sign in with your Google Account.
3. Tap Devices Add Google Nest or partner device .
4. Choose the home you want to add your camera to, or select Add another home to create a new one. Then, tap Next.
5. The app looks for nearby devices. When prompted, select the camera model you have as the device you want to set up.
6. Use your phone’s camera to scan your camera’s QR code. You can also tap Continue without scanning and enter the setup code.
   Tip: If you don’t know where the setup code is, tap Find the code for help.
7. The app walks you through setup and installation.

If you haven’t done so already, check out this handy guide to help you install the replacement Nest Cam (wired).

Let me know how it goes.

I appreciate the help, MplsCustomer.

All the best,

Lance

[Neeters]

Hi Lance,

In a similar vein to this, I am having an almost impossible time getting Google to verify my old DropCam Pro so that I can receive my code for a free replacement.  The most recent case number I was given is: 2-6289000035386  The DropCam Pro is still on my Nest Aware (1st Gen) Account, still works, still has recording history of 10 days, but I've done an online computer call three times now (spending 2-3 hours on the call each time) and the overseas person they put me on with can't ever seem to verify the device on my account.  Each time I've asked for the case to be escalated, and even the higher-up person they put me on with doesn't find a solution.  So far, each time, that escalated customer service person tells me that they have to send the case for a review - a day or two later I get an email saying I have to once again do another online call to have the DropCam Pro verified (in other words, back to square one).  I have a suspicion that part of the issue may be that my primary email associated with the Nest Account is an Apple email address (not my gmail).  Also, I still use the Nest App (not Google Home) on both my computer and my phone to view / control my cams and nest thermostat.  I have explained all this to every agent I've been on a call with, but no one ever is able to connect the dots as to why they can't resolve the issue.  

[Lance_L]

Hey everyone,

@Neeters, oh no! I’m sorry to hear you’re having trouble with this. Don’t worry; help’s here. When you get a chance, please fill out this form, which is only meant for you, and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

Regards,

Lance

[Neeters]

Thanks, Lance!  I've filled out and submitted the form. Now will cross fingers and hope for the best.

[Lance_L]

Hey everyone,

@Neeters, no worries! We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Best,

Lance

[Neeters]

Hi Lance, 

Just wanted to follow up and say "thank you!" for expediting the process since writing you on here last week. I'm convinced your help was instrumental in resolving the issue.   I received the code from a Senior Support Specialist, and placed the order today.  The Nest replacement unit for the DropCam Pro should arrive next week! 

Thank you again!!

[Lance_L]

Hello everyone,

@Neeters, hooray! I’m glad to hear that you already received the code from our support team. If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

@Ro18, how’s it going with your Nest cameras? Let us know if you're still running into trouble and need help.

Cheers,

Lance

[pdk0306]

If I got the email it was while I was undergoing back surgery and I don’t have it anymore so it may have gone into my trash folder and been deleted and I just stuck price for these replacements

[Lance_L]

Hey there,

@pdk0306, oh no! We’re sorry to hear that. I’d be happy to take a look into this for you — could you fill out this form and let me know once you’re done?

Best,

Lance

[pdk0306]

It’s done thanks for your help.

[Lance_L]

Hello everyone,

@pdk0306, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regads,

Lance