Recorded events not saving

[Grump2]

Hi there,

I have 2 houses linked to my subscription. Until recently all recorded events have been saved as they should. Now events at the house 2 are not being saved at all. We get an event notification and within a few minutes the recording is gone. The recorded event history is completely empty. House 1 saves all events as it should. All help will be appreciated. Thanks

[MplsCustomer]

@Grump2 

You cannot have 2 homes on two Wi-Fi networks linked to the same Nest Aware subscription. Years ago, Nest allowed this, but it hasn't been possible for years. A Nest Aware subscription applies only to the devices on the same Google Nest "home/structure" on the same Wi-Fi network. Your "home/structure" not covered by the subscription will only get what's provided when there is no subscription (https://support.google.com/googlenest/answer/9681538).

If you go to the link below and click on your subscription, it will display the name of the Google Nest "home/structure" to which your subscription applies, under the word "Subscriptions":

https://store.google.com/subscriptions

[EmersonB]

Hello everyone,

@Grump2, thanks for reaching out here in the Community. In case you're referring to the fact that you have 2 subscriptions on your account. You may hit the link shared above and check your subscription from your other home structure. Looking forward to your response.

I appreciate the help, MplsCustomer.

Thanks,

Emerson

[janthadeus]

Hey Grump2,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.
 

I appreciate the help here, MplsCustomer and Emerson!

Thanks,

JT

[Grump2]

Hi and thanks for your help,  No the issue has not been solved.

I now understand that I need a second subscription, When we purchased the second round of cameras for the holiday house we were told  1 subscription would cover both house.

That's not an issue for me and I will be happy to purchase another subscription for the second house.

When I go the the subscription page on my account there is no option to do this.

When I set up the cameras at the second house I labeled the house "Hovel" and this is what comes up in the App.  It does not come up on my accounts page when I log on on my iMac. It only shows my current subscription for my initial house.

I called the help line last week and they could not resolve the problem and told me they would escalate to another team who would be in touch shortly.

2 days later I received an email to advise me to call back with the serial and device numbers of the cameras.

Now I can't even get that to anyone during the advertised house of support, when I request a call during the advised hours I still get told to request a call during the advised open hours.

And to compound things we were broken into yesterday and lost most of the footage as we didn't save it in time.

[EmersonB]

Hello Grump2,

We appreciate you getting back to us. To confirm, what is the website you're trying to access when you want to see or control your Nest Camera from your Holiday house? Also, we wanted to confirm if you have the latest version of Nest Camera installed in your holiday house? If you want to apply a subscription, make sure you're signed in with your same email address and select the home structure you wanted to subscribe. Hit this link to purchase your Nest Aware subscription. Looking forward to your response.

Thanks,
Emerson

[EmersonB]

Hi Grump2,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Camera? We would appreciate it if you could share the information I’m asking above. Also, were you able to check the link I've shared? We'd be glad to hear from you.

Best,
Emerson

[EmersonB]

Hey Grump2,

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

Regards,
Emerson