06-23-2022 07:04 PM
So we've had our Nest cameras (total of 8 cameras) for about 4 years with no issues and a auto-renewing monthly subscription active for Nest Aware. In May 2022, I was trying to get rid of a bunch of Google products/services I no longer user and accidentally disconnected our Nest account from our Google. This automatically cancelled our Nest Aware subscription. I had to re-connect and then re-add all the Nest cameras and Nest smoke detectors in our house taking about 3 hours. It gave us a free month trial of the Nest Aware. Yesterday morning I woke up that the trial was up and we needed to subscribe again which is fine. However, when I went on, it gave an error every time no matter what I do.
When I click subscribe on store.google.com, it brings up a black box on the bottom of the screen stating "something went wrong please try again later." However, I can still click get started on Nest Aware. However, on the next screen I get a spinning circle and then "Something went wrong We can't complete your request right now. The server may not be available. Try again in a few minutes."
Steps I've tried to include speaking and chatting with both Nest support and Google Support who just blame each other:
1) Removing cameras and adding to a new home (moved two Nest Indoor cameras to a new home and in the Google Home app it states 'no compatible device' for Nest Aware which isn't true. For the old home with the rest of the cameras still on it, it states your Nest Aware plan ended. But there is no where to subscribe).
2) Going to Home.Nest.com and clicking Nest Aware there (gives error immediately and cant even see billing info)
3) Deleting Google Pay billing account and setting up a new one with new credit card and address
4) Have tried on iOS in the Google Home app, Nest App, and Safari.
5) Have tried on desktop in Safari and on Google Chrome
6) Trying in incognito mode
I've read that creating an entirely new Google account will work for some with this issue but I've had this account for about 20 years with a lot of things attached to it. So creating a new one isn't an option. Any help is greatly appreciated as we have useless cameras now. If we don't get this solved, we will be going to another brand of cameras. Thanks in advance.
06-27-2022 08:30 AM
I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Do you still need assistance?
06-29-2022 12:41 AM
I’m having this EXACT same issue. Can you tell me what we should do?
06-29-2022 08:03 AM
This is not something that I can assist you with in the Nest Community Forums. You will need to contact Support and work with them to resolve this issue.
06-29-2022 10:39 AM
I paid $120 in February for a Nest Aware Plus subscription and its never worked nor been added to my account. I've spent countless hours on email, phone and chat getting thrown between the "Dedicated" store and nest aware teams, all who are useless.
Your Google Support Inquiry: Case ID [9-1026000033013]
I just want my sub activated or I want a refund. Yea I know you have a "no refund" policy but you scammed me out of $120.
06-29-2022 11:57 AM
I am afraid we cannot assist you with payment related issues here in the Nest Community Forums. We do not have that access like Support for example, would have. You will need to continue your conversation and with your open case, with Support.
07-02-2022 06:53 PM
Absolutely no resolution on the part of Nest Support or Google Support. Despite quite a few people on both sides being nice and attempting to help, its obvious they have no idea how to fix the problem. The only solution that they sent thus far is they have tried to say I deleted my account despite the fact that I am messaging back and forth with my Gmail in THAT account. I'm absolutely blown away by the lack of control they have over their account systems and payment systems. They just lost me as a customer and an going over to Eufy security cameras within Apple HomeKit. They work so much better with no subscription. I'm also looking to ditch our Nest WiFi to move completely away from them due to this experience. Google/Nest needs to get it together!
07-05-2022 08:48 AM
I am sorry to hear that you have not had the best experience, I will send this feedback forward for you.