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Nest Aware subscription paid but not active

Jmac99
Community Member

I renewed the annual subscription for my Nest Aware package in October. However the features have been disabled on my account and it’s asking me to subscribe again.

I have seen this issue occurring for users countless times online, but there doesn’t seem to be an obvious fix. Customer services extremely difficult to get hold of. 

Please can someone point me in the right direction? For over a month I’ve been paying for a service I’m not receiving.

Thanks

14 REPLIES 14

Greenteamom
Community Member

I am having the exact same problem. We paid for a subscription but it's telling us that it's inactive. This is a lot of money for us to pay to not have any service. Is it because we are on Apple iOS?

I don’t think so - I used it on iOS for a full year before it deactivated out of the blue. 

It’s not good enough - it’s a known issue with zero effort to fix. I’m genuinely starting to think the only recourse may be small claims court. 

This is unbelievable. They should not have released something so buggy and charged us for it. We bought this system literally for safety reasons and this is garbage. Google needs to fix this NOW. 

Is there a phone number to call for account issues?

Jmac99
Community Member

In theory you can do online chat/call/receive a call, but every time I try I’m outside opening hours/it’s too busy/I get an error message 

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 can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

I cancelled my subscription but I was just charged again and I still cannot access my Nest Aware. It keeps prompting me to subscribe again. 

 

Brad
Community Specialist
Community Specialist

Hey there,

 

Thank you for your patience. If you are still having issues with your Nest Aware, please fill out this form so we can collect some important information from you. Once the form is submitted, you will have a case number.

 

Best Regards,

Brad.

PMeshanko
Community Member

Yes im having issues I have a paid subscription and keep getting emails that my trail is expired...

Please fix my account

Brad
Community Specialist
Community Specialist

Hey there,

 

I am glad to hear that you are interested in subscribing to Nest Aware! If you have any of our Cameras or Doorbells, I would definitely suggest you get a Nest Aware subscription! I'd love to provide you with some helpful links explaining what it's all about.

 

Here is a great link on how Nest Aware works and how to subscribe, and here is a link on how to manage your subscription. 

 

Please let me know if you need further assistance.

Best Regards,

Brad.

berenice
Community Member

I am having issues with my subscription and need to speak with a google nest customer service rep.  What is the number to call?

Brad
Community Specialist
Community Specialist

@Yaboydennis

 

You can try calling: 1 (855) 469-6378 in the US. Or you can fill out this form here, and support will reach out to you. 

 

Best regards,

Brad.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.

Jtibaudo
Community Member

I think I have the same problem but not sure. I am paid up but only get stills from my cameras when there is a notification.