Changing payment for Nest Aware

[Pgiavasis]

I need to Change my payment for Nest Aware. It is not letting me delete the old card and when i add the new one and click the box for use on subscriptions it doesn’t stay once i am out of that screen.  We are seriously thinking about switching to Ring camera because this is such a pain! I already talked to s customer service rep for over an hour and they couldn’t do anything. 

[MplsCustomer]

@Pgiavasis 

That's extraordinary that Support could not resolve the payment issue.  Maybe the link below will take you to a different team.

Try the "Contact us" option 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

[zoeuvre]

Hi folks, 

@Pgiavasis, thanks for reaching out to us, and I'm sorry for the late response. To change your payment method for your Nest Aware subscription, follow the steps below. 

1. Visit https://goo.gle/2wqvqdm.
2. If not signed in already, select Sign in with Google or Sign in with Nest based on your account’s state.
3. Select Manage payments and then Add Payment Method. 
   • Do not to add hyphens or other special characters in the Primary phone field (Example: 9875551234), and that you can check the Use this card for Nest Aware box if you want to make this card the default card for your Nest Aware subscription payments.
4. After the new card is added, delete your old card if you want and click the Delete payment method. When prompted, select Yes to confirm.

Let us know how that works.

I appreciate your help, @MplsCustomer. 

Best,

Zoe

[zoeuvre]

Hi Pgiavasis, 

I wanted to check and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.
 

Thanks,

Zoe

[Pgiavasis]

The system is broken. I have changed the payment 50 times. It just continues to go back to the old card and wont allow me to delete the old card. I have given up. 

[EdmondB]

Hello Pgiavasis,

We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edmond

[zoeuvre]

Hi there, 

Checking back in — we haven't received your form. Were you able to fill it out? Still need our help? 

Regards,

Zoe

[Pgiavasis]

The system is broken. I have changed the payment 50 times. It just continues to go back to the old card and wont allow me to delete the old card. I have given up. 

[Jenelyn_O]

Hi Pgiavasis,

I'm sorry for the trouble this has caused you. Please try the guide below: 

1. Go to https://goo.gle/2scTmOT.
2. At the top left, click Menu Payment methods.
3. Choose the credit card that you want to update.
4. Click Edit.

Let me know how it goes.

Best,

Jenelyn

[Pgiavasis]

This doesnt help me. I need to update my payment method on Nest Aware. My payment methods are correct on google pay. 

[Lance_L]

Hello Pgiavasis, 

I’m sorry for the delay. Thanks for posting in our Community — let's get this sorted out.

Could you please tell me where you bought your Nest Aware subscription? Was it from the Nest Store or the Google Store? Or did you purchase it from the Play Store or one of our partners, such as ADT?

Keep me posted.

I appreciate the help, MplsCustomer, zoeuvre, EdmondB and Jenelyn_O.

Regards,

Lance

[EmersonB]

Hello everybody,

@Pgiavasis, I'm dropping by to ensure that everything is covered here. How's it going with your Nest Aware? We would appreciate it if you could share the information we're asking above. We'd be glad to hear from you.

I appreciate the help, MplsCustomer, Jenelyn, Edmond, Lance and Zoe.

Thanks, 

Emerson

[EdmondB]

Hi there,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Regards,
Edmond

[EdmondB]

Hey Pgiavasis,

That certainly hasn’t been easy for you. Let’s check out what’s going on. The payment method that you set up on Google Pay will be used when purchasing Nest devices or subscriptions on the Google Store. Have you checked if you have the same email in Google Pay and on the Google Store? 

I look forward to your response.

Thanks,

Edmond

[zoeuvre]

Hello there, 

Checking in — we hope you've got the answer you're looking for. Let us know if you have more questions in mind. 

Kind regards,

Zoe

[Pgiavasis]

Still no luck. My subscription will be canceld tomorrow. 

[MplsCustomer]

@Pgiavasis 

Have you tried the "Contact us" option under "Nest Aware Premier Care" on the page below that I suggested earlier?  They say it is 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

[Pgiavasis]

Yes, I was workng with them for over an hour and they provided no additional help. they dont have acess to remove or update payment options. 

[MplsCustomer]

@EdmondB, @zoeuvre , @Lance_L , @EmersonB , @Jenelyn_O :

This customer has been unable to update their payment method in over a month.  Can't anyone at Google Nest fix this?

[zoeuvre]

Hi all, 

@Pgiavasis, don't give up on us yet. We'd like to further check on this. 

Bumping the question from Lance, it would be helpful for us if you'd tell us where you purchased your Nest Aware subscription. Was it purchased from the Nest Store or the Google Play Store? Or did you get it through the Play Store or one of our partners, like ADT?

Best regards,

Zoe

[Pgiavasis]

I don’t remember I have had the subscription for 6 years. If I had to guess it was through Nest.  My current subscription has now been canceled and I am unable to resubscribe since it was the 1st generation subscription. I have already given up. I won’t be paying for the new nest aware since it is over double the price I was previously paying.

[EmersonB]

Hello folks,

Thanks for updating us. We know where you're coming from and this is not the experience we want you to have. We hope we can make it up to you in the near future. Let us know if you have more questions in mind.

Best,

Emerson

[EmersonB]

Hey Pgiavasis, 

It's me again. I wanted to make sure that everything is covered here. Do you have additional questions or concerns? In case you do, you know where to find us.

Thanks,
Emerson

[Pgiavasis]

Nothing has been done to resolve this. I still can't change my payment method.