Renewing Nest Aware "Something went wrong"

[Pile]

I had my bank card that was tied to Nest Aware hacked. So my bank issued me a new card, with a new number. I got a notification that I needed to update my payment method and renew nest aware. However, for almost 2 weeks now I keep getting errors. I was getting a R009 error. Now the last few days it says, "Something went wrong

We can't complete your request right now. The server may not be available. Try again in a few minutes."

I've attempted to contact support through chat a few times but have not been able to sit around for an hour waiting. I got someone on the phone the other day, and was hung up on. Not happy. My several hundreds of dollars worth of  cameras are basically useless without the subscription. 

[Pogdaddle]

I tried doing this through my device app and it was impossible. I logged onto nest.com, on my desktop and it was fairly easy.

[Pogdaddle]

On your browser, log into your nest account at https://home.nest.com/ go to Settings then to Nest Aware then Manage Subscription then, in text, above your list of devices click on “Billing Info” then on “Change Payment Method” Add your new card and make sure that it’s check marked.

[Pile]

I’ve tried doing this on both mobile and my pc. Get the same error on both. I’ve also been able to update my payment method in my google account. But not for nest aware. 

I also sign in with google on the nest site. I don’t know if that makes a difference. Always have. 

while logged in to store.google.com if I click subscriptions, nest aware shows under available. When I click “get started” it takes me to the error I described initially. 

[Pogdaddle]

I got my nest cameras before google bought them. I can still log into and manage my Nest account, on my pc browser, using the home.nest.com URL. Good luck

[godukes]

I have the same problem. "Something went wrong. Please try again later". 

[Pile]

unfortunately I still haven't found a solution. Hopefully someone will see this post and have an answer. 

[ToMuchTechGuy]

Got exactly the same thing. Now I can't access subscription page for nest aware. I talked to 2 different people. Neither helped, just pushed me to someone else, the last one said she would send me a link to get help on the google store page as this was a Google Store issue and not a Nest issue (didn't believe that),but She sent me a link to start a chat with nest support (that is what she was). Thanks Alex!!! 😞

Did you ever solve this as this is being going on for a week for me, and as you have a number of cameras that are now useless.

[godukes]

No luck for me. Still having the same issue and have had an open support ticket for several weeks.  I had a similar situation where they bounced me between nest support and Google store support and then wanted to send me back to nest support...

[Pile]

No, after hours of dealing with customer service, still no solution. The only fix I’ve found is to sign up with a different email to Nest. Google/Nest customer support has been useless. 

So I had to remove all my cameras from my account, otherwise you won’t be able to add them to your new account. Then basically setup everything as new, with a new email. In my case I just used my wife’s email for the new account

It’s pretty ridiculous that customer service can’t figure this out. 

Its not an ideal solution, but it gets everything working again. 

[Brad]

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.

[ToMuchTechGuy]

Yes, as everyone has stated within the last 2 hours, none of us have had the issue resolved. I just tried today and just got bounced around between support teams. 

creating another account works but then everything related to your Google account is affected, so this is not the solution. 

I’m guessing this is something specifically in each of our Nest accounts that Google will have to reset a flag in the Nest Aware module. 

For me this affects 47 IoT devices, 20 year gmail account, other Google subscriptions to services like YouTube and One. So, I really need this fixed so I can actually have my cameras once again saving to Nest Aware. 

it would be interesting to see if our accounts are in some sort of limbo, specifically around the Nest Aware service. 

[Pogdaddle]

I was able to resolve my issue as described upthread. I logged into my nest account and was able to change my payment to my new card. My bank account was debited, few days later.

I have a Mac and bought my cameras when the company was still Nest. I’m pasting my solution from my previous post:

---

On your browser, log into your nest account at https://home.nest.com/ go to Settings then to Nest Aware then Manage Subscription then, (hyperlink in text, above your list of devices) click on “Billing Info” then on “Change Payment Method” Add your new card and make sure that it’s check marked.

[ToMuchTechGuy]

Thanks kindly for the reply but this didn’t work for me either. I go to settings and select. Nest Aware and instantly get the error. Can’t get beyond that to change payment method.

thanks though for offering something. Google couldn’t even do that.

I did try Pile’s recommendations and using a different user (new one)works but I can’t see having to go through the process of unlinking and then re-linking over 47 diffferent devices back to my new account. 

I don’t know if the user Brad is actually on the Google Store or Nest team and can dig deeper into this issue as it looks like a lot of users are having this issue.

thanks again Pogdaddle!

[Brad]

Hey folks,

I am afraid I do not have the capacity to assist you with Nest Aware payment related matters. Your best option is to either call, or chat in with Support. Thank you for your patience, and thank you for all of your feedback on the matter.

Best Regards,

Brad.

[ToMuchTechGuy]

Hey Brad,

So in all your responses before this you just kept asking if this issue was resolved or let you know if we still need your help. When we all said that the issue was not resolved you simply replied that you can't help and here is a link. This is the same link I have been given multiple times by other Google support staff with no help at all.

Brad, what does it take to get things moved to 3rd level support here. I'm actually a little confused why you even responded at all here! You actually gave no help whatsoever, except to give us all a link we have all been given by many Google support members.

[Brad]

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.