Nest aware subscription

[S1x]

Had no problem when I had 1 outdoor camera bought as a nest camera 2 years ago, subscribed to nest aware with a few clicks on the nest app and was happy to have video saved 24/7 however I bought 5 more cameras and it wasn’t until I tried to set them up that I saw that I now had to have another account on Google home as they were not compatible with the nest app. Having set them up on the new Home app and migrating the 1 camera over from nest to home, I’m now unable to subscribe to nest aware for the added 24/7 recordings being saved. For 2 hours today I was passed along to 4 agents at google who were absolutely useless and the situation is still not resolved. Thought it would be best to post here to get an answer and the problem solved.

[MplsCustomer]

@S1x 

It sounds like you may have set up your new cameras in the Google Home app before trying to migrate from a Nest Account to a Google Account. The Google Nest Help topic below has information about various issues that can arise when migrating your account, including this one. The Google Nest Support staff you talked to should have been familiar with this and helped you through it.

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

When you say you are "unable to subscribe to Nest Aware", what exactly do you mean?

[S1x]

Hi thanks for reply, I’ve tried all that and I’m still at square 1. When I set up the home account I used a different email from the nest account I didn’t migrate the nest camera until at least a month after setting up the home. Now when I try to purchase the nest aware through either account, it let me click through to payment then I have to authorise through my banking app it then goes back to the Google app and I get an error message can’t complete the transaction. Please fix the issues with your payments profile [OR_BASPMH_22 

[S1x]

Also a few weeks ago when I went through the process and went from authorisation from bank back to google, I then got a message saying upload my government issued ID. I didn’t bother as I only want nest aware and wondered why on earth they would need me to provide identification, also I’m now banking with someone else so my card details are different from when I was getting the nest aware 6 months ago through nest 

[EdmondB]

Hello S1x, 

Checking in — did you get a chance to try the steps shared by MplsCustomer? If so, how did it go? Let me know if you need more help.

Thanks for the help, @MplsCustomer.

Best,
Edmond

[S1x]

I tried what was suggested to no avail, I’ve discovered the issue is with my profile on google.payments.com and when I went to the site it’s saying account suspended more information needed then when I click onto what they want, they are wanting a utility bill to confirm my address and government issued ID like a driving license or passport. I certainly will not provide either as I’m only wanting nest aware at £5 a month. I’ll ask them why this is going on and if they do not resolve the issue to my satisfaction then I’ll sell the google cameras and opt for another operator. It’s outrageous don’t you think?

[EdmondB]

Hi there, 

I’m sorry for the trouble this has caused you, let me help you out. Are you using the same email address on the Google home app when you go to https://goo.gle/2NXcnMq to purchase the Nest Aware subscription?

I look forward to your response.

Best,
Edmond

[S1x]

Hi I’m using the email address that is with the home app, it’s actually a joke that their system seems flawed. I didn’t have any problems when I was using 1 outdoor camera when it was just known as nest. Then 6 months ago I decided to buy 5 more cameras and the doorbell, it was not until I started the set up process that I discovered they would not connect to my nest account. I was so disappointed, but proceeded with the set up. So the nest account I was using my spam gmail account and when I set up the new home account I used my business gmail account. I then let the nest aware subscription on the lone outdoor camera on the nest account expire by cancelling the direct debit which was with a bank that I’ve now closed tha5 bank account. I then migrated with difficulty the nest camera onto the home account and that’s when the problems began when I tried to buy nest aware using my business gmail account and a Mastercard from my new bank. I’ve tried everything that yourself and the other person suggested here but I’m always linked back to a page requesting confirmation of address by uploading a bank statement or utility bill and government issued ID with a photograph like passport or driving licence, I won’t be suppling either. I also mentioned that I was on a virtual chat and passed around to 4 or 5 agents last week and they were as useful as an ashtray on a motorcycle. If they couldn’t see what was wrong then obviously something is wrong. They’ve emailed me today regards the online chat suggesting what has been suggested here by you guys. I’ve responded and told them the problem is with my profile page or whatever and that you demanding ID and proof of address, I’ve said why would you need this for nest aware at £5 a month and also said I’ll supply neither. I’ll see what they say but I’m ready to pull the plug on Google and switch to arlo pro 5

[EdmondB]

Hello S1x,

I'm sorry to hear that you got the runaround and about the late response. Let me see if I can help you get back on track. Could you please share us the case ID when you contact our phone support? 

Regards,
Edmond

[MplsCustomer]

@S1x 

I am just another Google Nest customer. I have no idea why Google Nest is asking for a government issued ID, though I have seen posts from a couple of other customers reporting the same thing, with frustrating results. (It hasn't happened to us; we just pay with a credit card annually.)

You could try the "Contact us" link under "Nest Aware Premier Care" on the page below. They say you will "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."

If you use this link, you MAY get to a different team than the folks you talked to for 2 hours yesterday. Good luck; I hope they help you.

https://support.google.com/googlenest/answer/9233159