Can't find Nest Aware Subscription

[mulfordbob]

I am being charged for a 1st Gen Nest Aware Subscription that was purchased before Nest was part of Google. I want to cancel it but cannot. I believe my Nest account is migrated into Google but the camera is no longer accessible through the Nest app. I can log into my nest account through Google but it does not list an active Nest Aware Subscription. If I try to add my existing camera to my account, I get a message that the camera is registered to a previous owner. I am the original owner so that is me and my credit card is still being charged for Nest Aware (I missed that I was being charged annually until recently). I just got an email to my Gmail account that says my subscription price is going up, so the subscription is still linked to me but I can't find where it is to cancel it.  I have gone through the Nest app following the online description for 'manage accounts', and I have used the like in the email that says click here to cancel, but my Nest Aware subscription does not appear.

Oh, wonderful. Apparently the link in the email that said go here to cancel your Nest Aware subscription, signed me up for a trial Nest Aware subscription. 

[MplsCustomer · Accepted solution]

@mulfordbob 

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

[mulfordbob]

Yes, problem solved. I went to the Nest Hep Page and found the Contact Us page, requested a phone call. I got a response within minutes and the Tech Support Agent from Nest discovered that the email connected to the camera was different than the email used for my current GoogleNest account, and he directed me to a page where I was able to cancel the old account.

[EmersonB]

Hello everyone,

@mulfordbob, thanks for reaching out here in the Community. We're glad to know that you're able to reach our support team and cancel your account. In case you have questions or concerns, you know where to find us.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[Lilly2]

Please, where do I go to get Nest Tech support agent to call me?

[MplsCustomer]

@Lilly2 

As I posted above, 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

[EdmondB]

Hello Lilly2, 

I wanted to see if you had a chance to try out those steps that MplsCustomer shared. If you did, let me know how it went and if you were able to get things sorted out.

If you're still stuck, don't hesitate to let me know, and I'll do my best to help you out.

Thanks for the help, @MplsCustomer.

Cheers,
Edmond

[EdmondB]

Hi everyone,

@Lamont1539, i'm sorry to hear about your experience with your Nest Aware subscription. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Edmond

[Lilly2]

I am beside myself trying to get help. Where do I go to request Nest tech support agent to call me?

[Osang105717]

We have the same problem. I wonder why google customer support and nest customer support is not working with their customers. Even the email they mentioned for drop cam coupon, like me, I deleted it mistakenly and I cannot get from google or nest customer support to help to resend the email. 

[Jenelyn_O]

Hi folks,

@Osang105717, thanks for sharing your thoughts and experience. I'm sorry for the trouble. I'd like to take a closer look at your case. Do you have a case ID? 

I appreciate the help, @MplsCustomer and Emerson.

Best,

Jenelyn

[Lamont1539]

I’ve been dealing with the same issue for the past week. Anyone you talk to from this point will be overseas associates. You will never speak to anyone in the United States ( corporate). They only communicate via email and only respond to your email in the early morning hours (3: AM).

They will give you the runaround and have you to summit online forms . Very time consuming and frustrating. 
I finally had my bank to investigate the illegal transaction and work it out with Nest Labs who changed my card 300.00 for an old nestaware account I haven’t had since 2021.

customer service is terrible if you are owed money or refund. They somehow was able to charge a new replacement credit card during the transaction. Now, they have the audacity to not answer my calls. 
My aware plus account only shows my current subscription. The old account was under my .net account, not gmail.
Nest and google has two different billing and apparently do not communicate with each other.
I just resubmitted the forms and awaiting a response. 

[EdmondB]

Hey Lamont1526, 

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. 

Regards,
Edmond

[kerri12]

same here, this is insane! 

[EmersonB]

Hi kerri12,

We appreciate you posting here. To confirm, what same issue are you referring to? Do you want to cancel your Nest Aware? Are you having trouble linking your Nest Cameras with your another email address? Were you able to contact our support team with the link shared above? Let us know your update here.

Best,

Emerson

[kerri12]

Ive reported fraud to my bank. No help by Google. maybe if everyone in the community contacted their bank acct and reported fraud a human being would magically appear??? 

[vladimir516]

Hi, I am trying to renew my Nest for service and make contact with nest support for making first payment or you can send me the link for subscribing. My email is #

[MplsCustomer]

@vladimir516 

You could try the Google Store:

https://store.google.com/product/nest_aware

[Jenelyn_O]

Hi there vladimir516,

I just want to check if you managed to see the response above. Were you able to try visiting the link to the Google Store? Please let us know how it goes.

I appreciate the input, @MplsCustomer.

Kind regards,

Jenelyn

[1943]

Going through the exact same issue.  I was just charged $255 in Nov instead of my $150+ usual charge in January.  I've had to cancel my CC, because it was absolutely impossible to find a path to reality otherwise.

[kerri12]

been charged for 6 months and unable to use subscription AND it disabled all of my cameras. Ive repeatedly sent issue to Google. I have disability issues so got to a human today. They sent me right back here to this community so we can all just complain with each other. I just called my bank and reported Google NEST for 6 months on my acct as fraud. This is absolutely ridiculous!! its GOOGLE for God's Sake!!! I'm cancelling everything I have with Google