04-05-2022 07:29 AM
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.
04-11-2022 08:27 AM
Hi there,
I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. I am going to be honest with you and say that this is not something that we can assist you with in these forums. Normally, we would suggest that our users connect with Support to get this figured out as we can't assist users with payment related issues. My only suggestion would be to connect with Support again and see if this issue can be escalated forward.
Best Regards,
Brad.
05-17-2022 01:11 PM
Best I figure out on renewing or updating information is that they do not want my business.
05-19-2022 08:43 AM
05-19-2022 08:46 AM
Needed to update Credit card info for the ring camera monthly payment. Could not find the correct link or site to do so
05-19-2022 09:08 AM
05-23-2022 09:11 AM
Hi there,
Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. Please let me know if you need further assistance.
Best Regards,
Brad.
05-26-2022 09:14 AM
Hi there,
Just checking in to see if you still need assistance with this issue. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance.
Best regards,
Brad
05-30-2022 08:18 AM
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.