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Can’t see my Nest Aware subscription

Bexx33
Community Member

My partner and I are in the same “Family Google”. We had a nest aware subscription that one of us subscribed to (our own personal email/bank, etc) but we would both be able to access the benefits via our nest or Google home app. For some reason the subscription didn’t auto renew this year and my partner took out a new subscription. I can’t seem to access the benefits or see the subscription in my account. He says there is a delay (that it doesn’t start straight away) and that he also can’t see the subscription yet. Have we messed up somewhere? I don’t want to pay for another subscription if he’s done it but for some reason it hasn’t taken (yet)…

Also all recordings have deleted between 15 Apr and about 20:30 tonight (3 May) and I’m not able to access any of the feeds from 15 Apr or before (says camera was off or offline). Is this to do with the sane problem? Earlier today I could see video footage from today. Now all that’s gone. 

9 REPLIES 9

MplsCustomer
Bronze
Bronze

@Bexx33 

It depends on whether the Nest Aware subscription is for the same Google Nest "home/structure" you are both accessing.

You can check your subscription here; if you click on your subscription, it will show what Google Nest "home/structure" it applies to:

https://store.google.com/subscriptions

I don't know what happens if you buy a Nest Aware subscription using a different account.

You can 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

shirlthatgirl
Community Member

I have a similar issue.  I had a power outage in February and my doorbell cam didn't come back online. A person from Google helped me get it back on line, but it was put on the current subscription, it was put on a trial subscription and I was told to call back when the trial was over to add it back on.  A couple of weeks ago, the doorbell trial subscription ended to I contacted Google and got a person to call me.  I was on the phone for over an hour...she had me remove the cam and try to re-add and that didn't work.  Then she hung up on me while I was explaining to her that she was not helping but making it worse.  Now I have no video history for my doorbell cam and I can't get it added to my subscription that it was on previous to the power outage.  How to talk to a real person and get this issue resolved???

@shirlthatgirl 

You can go to this "Contact Us" link: https://support.google.com/googlenest/gethelp
Select "Doorbell", type a brief description of the issue, then click "Next".
Click "Other", then click "Next step" until you see the contact options.
Choose to get a call or call or chat with the team as available in your country.

I did that before and didn't get the help I needed.  In fact the "customer service" rep hung up on me without resolving my issue.

 

@shirlthatgirl 

I'm just another Google Nest customer, so I don't know what you can do except to try again. Or wait to see if a Google Nest Community Specialist intervenes on this thread.

Thank you.  I'm trying again. 

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

Checking in — were you able to speak to our support team as shared by MplsCustomer? If so, how did it go? Let me know if you need anything else.
 

I appreciate your help, MplsCustomer!

 

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hey there,

 

It's me again. I want to check if you still need help. Don't hesitate to reach back if you do. 
 

Regards,

JT

Markjosephp
Community Specialist
Community Specialist

Hello everyone,

 

It has been a few days since your last reply, and we're going to lock the thread within 24 hours. If you have any questions, please feel free to create a new post.

Regards,

Mark