Google Nest now doesn't have facial recognition

[EmilyD]

So we had a Nest camera since 2017. Was paying a little over $10 a month.
It finally went out last November 2023 and we bought a Google Nest.
Noticed that same month that our monthly bill went up to $17. As everything else in the world, figured the price had gone up.
It was this past Saturday when I realized our doorbell wasn't recognizing our family and just saying Person when it went off.
Looked around on my app to see if maybe it went off for some reason. Internet says now you have to have an $8 per month subscription to have facial recognition.

So that day, I got on live chat with Google to see if the $17+ I'm paying includes facial recognition and geez, they have to "accelerate the case to senior techs" to see what is going on. Just got off of chat again since it's been 5 days and haven't heard anything and they said the senior tech is still "investigating".

Nothing on the app shows my billing to see what exactly I'm paying for!

Anyone else have any issues like this?

[aperezdeleon]

Hiya EmilyD,

Thanks for reaching out to our community.

I understand how frustrating it can be to not have a resolution yet, but don't worry, we're here to help!

You mentioned contacting Google support. Could you please provide the case ID number associated with your support ticket? Having this information will allow me to access relevant details about your case. Once I have a better understanding of the situation, I'll check what happened with your request.

I appreciate your understanding.

Regards,
Angel.

[EmilyD]

Case # 2-6896000036963

11 days now and nobody at Google can find why I'm being charged $17.48 a month for a subscription they can't find.

Our original acct was opened in 2017 and then our new Google Nest camera was installed in 2023 which was when we started being charged $17.48 yet there is no sign of us being on a subscription.

I just found another person having this same issue.

[aperezdeleon]

Hello EmilyD,

Thanks for getting back to me.

It's completely understandable if you feel frustrated since you weren't able to get a resolution from your original ticket. I was able to retrieve most of the necessary information from your original case number. I will share this with my team for their reference. Please fill out this form so my team can contact you directly via email. We will then determine the best course of action together.

Let me know once you've filled out the form i'll keep an eye out for your response so that way my team can reach out to you as soon as possible.

Regards,

Angel.

[aperezdeleon]

Hello again EmilyD,

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Regards,

Angel.