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Nest Aware payment issues - problem removing expired card and adding new ones

Ciderapple
Community Member

Is anyone else having this problem.  My credit card expired, so when Nest tried to take my annual subscription it asked me to update the payment source.  The problem is that I can't remove the expired card until I add a new payment method, however I have tried adding three separate cards from three completely different banks and Nest will not finish the process after I have completed security checks with the bank

For each different card I get a message saying the the payment can't be processed and then to contact Google Support.  I contacted Google Support by chat and they could not help and had to escalate it and moved it to e-mail support.  Twenty days later I have had no further contact.  I contacted Google Support again to get an update and they told me to reply to the original e-mail - three days later this has just resulted in a "we will chase" response.

I am having no other payment issues with these cards and can even add them to Google Pay OK - so there seems to be some Nest specific issue that is being ignored.  Google is taking automatic payments for other services OK.  I am from the UK - so UK banks.

5 REPLIES 5

Brad
Community Specialist
Community Specialist

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Unfortunately, we do not have the option to troubleshoot payment issues in these community forums. I would suggest that you stay in contact with Support, as Community Specialists cannot assist you with Nest Aware payment-related issues. I am so sorry again that you have had a poor experience with this process, but we simply do not have the option to help you here.

Best Regards, 
Brad

Ciderapple
Community Member

Thanks Brad.  I understand that you can't help, but this seems to be the only place where subscribers can share the payment issues they are experiencing.  I can see others have had similar but different problems.  I keep chasing Support but have got no solution from them yet.  Thanks again Brad and I'll keep checking back in case someone else reports the same thing.

Brad
Community Specialist
Community Specialist

@Ciderapple

 

Yeah these situations are always frustrating for the user, and for us as I would love to help with that issue, I just can't. I hope that you are able to get the help from another Community Member, or hopefully you hear back from Support!

 

Best regards,

Brad

SteveT1
Community Specialist
Community Specialist

Hi folks,

 

I appreciate the help @Brad. Checking in to see if you have further concerns about your Nest Aware? Feel free to update this thread, and we're happy to assist you further.


Thanks,
Steve

SteveT1
Community Specialist
Community Specialist

Hi there,

 

We haven't heard any updates from you. Please let us know if you still need help as we will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

 

Regards,
Steve