Nest Aware - no compatible devices

[MZeebs]

I recently bought a 2nd gen (wired) nest doorbell because I subscribe to nest aware but was unable to use features because I had a Nest hello doorbell.

Now that I own and have installed my 2nd gen nest doorbell, the nest home app shows “no compatible devices.”  According to research I have done, this IS compatible with best aware.

Can someone offer advice how to fix?  My nest hello was working fine and I went out to buy the new doorbell for added features only for google to say you don’t have compatible device.  
what gives?

[MplsCustomer]

@MZeebs 

There could be several things going on here. (I can't tell whether your [1st gen] Google Nest Hello Doorbell is still operational or whether it's been replaced by your 2nd gen Google Nest Doorbell.)

First, the older, 1st gen Nest Aware subscriptions (for 5, 10, or 30 days of 24/7 video history) apply only to individual 1st gen cameras and doorbells installed in the Google Nest app. If you have a 1st gen Nest Aware subscription on your (1st gen) Google Nest Hello Doorbell, it will not transfer or extend to your 2nd gen Google Nest Doorbell, which is installed in the Google Home app.

Second, the newer (since 2019) Nest Aware and Nest Aware Plus subscriptions apply to all cameras and doorbells in the same Google Nest "home/structure". If you have one of these subscriptions, is the subscription in the same Google Nest "home/structure" as your 2nd gen Google Nest Doorbell? These subscriptions could apply to both your Google Nest Hello Doorbell (if it is still installed) and your 2nd gen Google Nest Doorbell as long as they are both in the same Google Nest "home/structure".

Another thing to think about is whether you've migrated your Nest Account to a Google Account. This would be needed if you started using the Google Nest app before August 19, 2019. See this page for info on migration:

https://support.google.com/googlenest/answer/9297676

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

https://store.google.com/subscriptions

See this page for what each subscription provides:

https://support.google.com/googlenest/answer/9681538

If you need help sorting this out, 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

[Jenelyn_O]

Hi there,

Thanks for posting in the Google Nest Community forum. I just want to check if you managed to see the response above. Please let us know if you still have questions or concerns, as we'll be willing to assist you further. 

I appreciate the input, @MplsCustomer.

Best,

Jenelyn

[MZeebs]

I was told that my issue was going to be elevated to a manager.  I have received no call back.  My issue is not resolved.

[Jenelyn_O]

Hi MZeebs,

I'd like to review your case. Could you please provide your case ID number? You might have it in the email you received from the support who assisted you. 

Regards,

Jenelyn

[MZeebs]

2-9137000035654

[Jenelyn_O]

Hi there MZeebs,

Thanks for providing your case ID number. I checked your case and support already sent you a message. Please check your inbox, and continue the conversation there. 

Best regards,

Jenelyn