Nest Aware subscription paid but not working

[scottkn]

I signed up for Nest Aware Plus a month ago. Although I wanted the subscription to begin immediately, instead for some reason I got a free trial of Nest Aware (not Plus) for 30 days (that is, event recording but not 24/7 recording). Now the trial has ended and Google has charged me $150 for the Nest Aware Plus subscription. But, I'm not getting any Nest Aware features, such as 24/7 video recording, or even event recording like I was getting during the trial. Can anyone help? Thanks.

[MplsCustomer]

@scottkn 

Did you purchase your Nest Aware Plus subscription for the same Google Nest "home/structure" as your cameras? You can check your subscription by going to this page and clicking on your subscription; it displays the name of your Google Nest "home/structure".

https://store.google.com/subscriptions

If you go to the Google Home app and go to Settings | Video | Video history, which option is checked?

[scottkn]

Thank you for responding. It seems that I somehow have a home called "Home" and another one called "Our House." All my devices are on "Our House" but somehow the Nest Aware Plus subscription is on "Home."  What can I do? Can I move the Nest Aware Plus subscription to "Our House"? Or is there another solution? Thanks again.

>If you go to the Google Home app and go to Settings | Video | Video history, which option is checked?

The options in my Google Home app are not the same as you describe, but in > Settings > Video it says "No compatible device"

Recommend this answer

[MplsCustomer]

@scottkn 

There is a post from Google Nest Community Specialist @EdmondB  on this thread, with steps on how to transfer a Nest Aware subscription from one "home" to another. I haven't had to use it, so I don't know if it works or not.

https://www.googlenestcommunity.com/t5/Nest-Aware/moved-nest-aware/m-p/449823

[scottkn]

Unfortunately, the options in that article don't appear for me. I'll keep at it, thanks.

[pereztzum]

Hi @scottkn,

First I would like to thank @MplsCustomer the best help possible to @scottkn.

While riding the thread I realized the Nest Aware 2nd generation subscription could be attached to another Home structure. Here's how to handle it:

First: We'll need to locate where the Nest Aware 2nd generation is:

1. Open the Google Home app on your phone or tablet.
2. Switch to each home where your Nest Aware 2nd gen could be: 
   • Tap the home name at the top left corner of the home screen.
3. Once you're in the correct home view, look for the Settings menu.
   • After tapping the Settings icon (gear icon), you'll be on the Settings page.
4. Within the Settings menu, navigate to the Nest Aware section. Here, you should see information about your Nest Aware subscription, including:
   • Whether you have an active subscription or not.
   • The type of Nest Aware plan you have (e.g., Nest Aware, Nest Aware Plus).

Second: After finding your Nest Aware 2nd gen subscription:

1. Open the Google Home app on your phone or tablet.
2. Switch to the home you want to delete:
   • Tap the home name at the top left corner of the screen.
3. Once you're in the desired home, find the Settings menu.
   • After tapping the Settings icon (gear icon) you'll be on the Settings page.
4. In the Settings menu, scroll down and tap "Delete this home."
5. A confirmation pop-up will appear. Tap "Delete" to confirm deletion of the home structure.

Third: Apply the hanging subscription to your new home:

1. Open the Google Home app.
2. Select the home structure you want to use the subscription with.
3. Go to Settings > Features > Nest Aware.
4. Tap "Apply" to activate the hanging subscription for this home.

Important Note: To delete a home structure, it must be completely empty. This means there can't be any Nest devices or other smart home products linked to it. If it's not empty, deleting it will remove your active home and all its connected devices.

Best Regards, 

Brandon.

[scottkn]

Hi Brandon, thanks for the detailed steps. I'll give them a try and report back here what happens.

Thanks, Scott

[pereztzum]

Hi Scott, thank you and keep us posted! 

Best,

Brandon.

[scottkn]

Hi community, here's an update. Sorry for the delay in posting - I was traveling and unable to work on this.

The good news is my Nest Aware Plus subscription is now working properly! The puzzling news is that it happened without me doing anything. At first, it was working properly in Chrome and in the Google app, but not in the Nest app. Then after a few days, the Nest app (my preferred way of interacting with the camera) started working as well.

So, it's working, and that's great! But I don't have any further troubleshooting info to add. Thanks to @pereztzum and @MplsCustomer for providing help!

 -Scott