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Subscription says: " Nest Aware with 30 days of event video history". No video history prior to tod

candycamal
Community Member

Subscription says: " Nest Aware with 30 days of event video history", however, there is no accessible video history prior to today.

My gosh - this Google support is atrocious and maddening.  I would like to access video history from 4 days ago when my cat disappeared, but it only goes back to earlier today - selection for previous days are grayed out.  Even navigating to previous times in the past 16 hours doesn't really work.

Finding this page to post the issue was difficult.  And it asks for the platform with a single-option dropdown;  the problem exists on multiple platforms (iOS & web browser).  Expect more from google.  This has been eye-opening.

4 REPLIES 4

David_K
Platinum Product Expert
Platinum Product Expert

Did you only start the subscription recently? Event video history starts from the day your subscription starts. It won't go back 30 days before your subscription started unfortunately. All the best in finding your cat, I hope you find them safe and well!

Nest Aware basics - Google Nest Help

EmersonB
Community Specialist
Community Specialist

Hello everyone,

 

@candycamal, we appreciate your efforts posting here in the Community and we understand where you're coming from. This is not the experience we want you to have. To confirm, when did you start your Nest Aware subscription? Are you signed in to your same email address when you purchased your subscription? Looking forward to your response.

 

I appreciate the help, davidking.

 

Thanks, 

Emerson

EmersonB
Community Specialist
Community Specialist

Hey candycamal,

I'm dropping by to ensure that everything is covered here. How's it going? We would appreciate it if you could share the information I’m asking above. We'd be glad to hear from you.
  
Best,
Emerson

EmersonB
Community Specialist
Community Specialist

Hi candycamal,

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