Replacing camera on existing Nest Aware account

[markdlim]

I have two cameras on my Nest Aware account and recently had to replace one of them. I already saw all the complaints about being unable to view both cameras on the Nest app and website (surprised Google/Nest hasn't resolved this) but my question is more on switching out my old camera with the new one on my Nest Aware subscription. 

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Do you still need assistance?

Best regards,

Brad

[markdlim]

Yes - how do I replace a camera on my nest aware account?

[Brad]

@markdlim

Here's an article that goes over that process.

Best regards,

Brad

[markdlim]

Thanks. After I remove the old camera, how do I add my new NEST camera? It keeps on telling me to add via Google Home - everything seems outdated on line. 

[Brad]

@markdlim

The new 20201 cams are not compatible with the Nest App. You can only use the Google Home app for the new 2021 Nest Cam (battery) and Nest Doorbell (battery).

Best regards,

Brad

[markdlim]

Are there plans for the Nest-branded cameras to work on the Nest app? Or at least be viewable on the nest website? Otherwise, it seems like the updates were actually a step backwards.

[Brad]

@markdilm

As far as I am aware, there are no plans for them to work in the Nest App moving forward. Soon we'll have a Google Home web app to view on a PC, but it is not yet available. You can learn more by reading our blog on the matter. While we don't have anything new to share at this time, check out this post for more information. 

Best regards,

Brad

[markdlim]

Hi Brad,

Is there an option to refund my annual payment to Nest Aware? The subscription no longer makes sense if I can't view two cameras simultaneously. 

Thanks

Mark

[Brad]

@markdilm

I am afraid that we do not manage your Nest Aware subscription here in the Forums. I would not be able to assist you with this, so you will need to reach out to Support.

Best regards,

Brad

[Brad]

Hi there,

Just checking in to see if you have heard back from Support? Have you processed a Replacement with them? Please let me know!

Best regard,
Brad

[JoeC2]

Hi Brad,

I have a similar question. I have four cameras which I view on my Nest app. One of the four cameras stopped working several months ago. I would like know if I can replace my broken camera with a new camera and still view it in the nest app with my other cameras?  The camera this is broken is a “Nest Cam Outdoor”. It looks like they don’t sell them any longer but I can buy a “Nest Cam Outdoor - 1st Generation” still on Amazon. 

Thank you. 
Joe

[markdlim]

Hi Joe, 

I had the exact same issue where my outdoor camera died. But I made the incorrect assumption that Google/Nest would have figured out how to integrate the new cameras with their existing system, since it seems like it's a software issue (which Google is supposedly good at) versus a hardware/camera issue.

So, now my new camera can't be viewed simultaneously with my old camera, unless I use Google Home which does not have a website interface. The Nest app was perfect because I could control my thermostat and view both cameras in one simple interface...not sure why Google would break a good thing that kept customer's happy. 

And yes...I'm frustrated. 

[JoeC2]

Thanks Brad. It is too bad that this is the direction they went. 

 I understand that the new cameras won’t work, but the camera on Amazon seems to be the same camera that broke on me, will that allow it to work with the Nest app?

Thanks. 

[Brad]

Hey there,

I do not know what camera you are talking about. But either way, if you are seeking a replacement you will need to go through Support.

Best regards,

Brad

[JoeC2]

Thanks Brad, but when I do, support brings me right to this thread. 

[JoeC2]

Is there a phone number to call for support?

[markdlim · Accepted solution]

The "support" is terrible, it just goes to outdated websites. You'd think Google would know how to do websites and keep them updated. The only way to ask questions is through this thread, which means customers are left out to solve Google/Nest's problems on our own. 

[JoeC2]

Thank you but that is horrible