cancel
Showing results for 
Search instead for 
Did you mean: 

Nest aware is not working anymore

JWhit29
Community Member

I have had a Nest Aware subscription on my Nest Hello for a while and a few weeks ago the app stopped showing me video history. It then said “get more with Nest Aware”. Since it wasn’t seeming to see my account, I merged my Nest and Google accounts and still nothing. 
Please help resolve as this is NOT the time of year for me to lose my history. 

1 ACCEPTED SOLUTION

Thomas0316
Community Member

So we finally got ahold of someone after being billed again. If any of you have thermostats, it might be the problem. Our subscription was somehow randomly linked to that after a year of having both. We asked how that could happen and then magically we were disconnected. So check to see if they are connecting to your thermostat and also was told to use the Google home app, not Nest apps. That's what we have been told. I will see if anything changes and keep it posted. Hope this helps someone. 

View solution in original post

15 REPLIES 15

Tmmock
Community Member

Hey!  I’m having the same issue as of last few days and suddenly I have 3 videos of a guy at my house today doing weird things while I was gone and I’m desperate to see the full video and not just the stills.  Need help! 

Thomas0316
Community Member

Same exact problem here too. Seems like a lot of others with the same problem.

JWhit29
Community Member

This is absolutely horrible customer service!  I chimed in on a thread about this same topic over a month ago and never heard one comment from Google/Nest. So I start a new thread of my own and still nothing. What a joke. 

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.

Tmmock
Community Member

Hi Brad, if you’re someone who can help that would be amazing.  I have 2 nest outdoor and a nest doorbell.  They all worked properly for a few weeks, meaning it would record events and I could easily watch them when I notified or look back to them later.  

all of a sudden last week my account would only take still shots, but they are essentially videos that say how long they are still, but I can’t watch them.  I noticed it for a few days, and then last week I had some creeper at my house snooping around after I left and I couldn’t access the full videos and then a few hours later the app started deleting all the videos from the 2 days stored.  However, before it started deleting the videos and because I was hell bent on seeing the videos of this creeper I got on and signed up for Nest Aware, and paid for it.  Still nothing works properly and it deleted the videos of the creeper.  

I live alone in a very big house so this is a huge problem for me that I need to understand and resolve asap.  I need to be able to check videos, and it would be a miracle to somehow access the ones of my creeper.  

thank you! Tari 

JWhit29
Community Member

I have had no resolution to my issue. 

Giraldus
Community Member

Can you try to fix mine too?  either restore the service I paid for or give me my money back,  thanks

Jmjswood
Community Member

Same here nest aware is not working at all for video playback

Giraldus
Community Member

Same here.  Merging the Nest account with Google was a mistake,  not only has the functionality been degraded (only records "events") but they don't even bother providing any service;  I paid the subscription in full in May of this year,  set to autorenew to be sure,  and it should be good until May 2022,  but Google decided to cancel it recently and keep my money;   from the history of "Nest Aware Doesn't Work" conversations here,  we are not the only ones with the same issue.  

JWhit29
Community Member

Is Nest and Google support just non-existent?  Some form of support statement or response from them in this topic is in order. 
basically, what was the point of purchasing the Nest Hello if I have no ability to see video of past events through even Nest Aware?  They can buy it back from me and I will go get a Ring which is absolutely functional. 
this is very frustrating. 

Thomas0316
Community Member

So we finally got ahold of someone after being billed again. If any of you have thermostats, it might be the problem. Our subscription was somehow randomly linked to that after a year of having both. We asked how that could happen and then magically we were disconnected. So check to see if they are connecting to your thermostat and also was told to use the Google home app, not Nest apps. That's what we have been told. I will see if anything changes and keep it posted. Hope this helps someone. 

I was able to get things working again when I switched the the Google Home App. It still uses the nest app for all the devices, but the account management had to be changed via a the google app. So it started a new trial and at the end when I went to pay, the old Nest Aware subscription that I had purchased was no longer available. 
It almost seems like when the old tier went away, they just dropped me from Nest aware without any warning or knowledge. To add to the problem, I couldn’t renew my Nest Aware subscription. All in all, very ugly  customer service, but now up and running. 

Brad
Community Specialist
Community Specialist

Hey Folks.

 

As the OP states their issue has been fixed. I am sorry for the poor Customer Service experience you recieved. 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.

Trayinsc
Community Member

Same thing happening here. However there are no thermostats on this account. I set this account up using two cameras for my parents they have been billed and yet can see no video after the trial period. While I was setting up the subscription I get an email that says this description was canceled. This is got to be the most frustrating customer service ever! Think I’m just gonna bite the bullet and go with Ring.

Brad
Community Specialist
Community Specialist

Hey there,

 

I am sorry to hear that some of are you are still having this same issue. I cannot assist you directly with your billing questions, that will need to be taken up with support. But I can suggest that all of you verify which Nest Aware subscription you have, which account you purchased Nest Aware on as that information really matters. There is also a difference in the services available depending on which Nest Aware subscription you have. 

 

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.