The problem:
I have been trying to renew my Nest Aware subscription for several months without success. I have been using the same credit card to pay for the service for five years but had expired just prior to my renewal date so I had to update the payment information with the new expiration date and CVV code. After I did that and tried to renew using that card I got an error message and my subscription was not renewed.
The error message:
Uh oh, something went wrong
Can’t complete the transaction. Please fix issues with your payments profile. [OR-CBAT-11]
[OK]
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When I click on [OK] I am dumped out of the payment system and brought to this Google error message:
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500. That’s an error.
There was an error. Please try again later. That’s all we know.
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What I've tried:
Chatting with Google Nest support.
I was not able to resolve the problem trying the consultants suggestions and I after an hour of waiting to get connected to help and another hour of attempts I was disconnected. I was out of time so I didn't try to call back or follow up with the case. I did continue to pursue a solution following the suggestions of the consultant.
I tried different payment methods, credit cards and debit cards, all of which do work to pay for other things.
I tried renewing on various devices with MacOS and Windows operating systems. I tried both Safari and Chrome on the Mac devices and Chrome under Windows. I have not tried renewing on a phone because as far as I can tell that doesn't seem to be an option on iPhones and I don't have an Android.
I have seen multiple reports of similar issues on the community support boards. Most of the threads concerning problems with payments seem to be closed without a satisfactory solution. The only thing that worked for one person was to remove the cameras from the account with which they were associated, create a new account, assign the cameras to a new account and set up payment under that new account. That is not an option for me because the last time I moved my camera from one account to another I had to do it in person, working on the same WiFI network that the camera was on. That camera is 2000 miles away from where I am now and I can't get there any time soon.
Thanks in advance to anyone who can help me resolve this problem because my security camera is not very useful without the stored video feature.
