Subscription

[Hairdresser1]

I can’t renew my subscription with nest

[MplsCustomer]

@Hairdresser1 

Without any specifics on what's happening when you try to renew, customers in this forum won't be able to help much.

However, you can try using the "Contact us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159?hl=en

[EmersonB]

Hello everyone,

@Hairdresser1 chiming in to see if you still need assistance with this. Let me know if you have any additional questions from here.

@MplsCustomer thanks for your response.

Regards,
Emerson

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[gunawanazali]

I've been having this issue for about a month now. I moved my cameras to a new structure and I still can't renew. I complete orders only get cancellation notifications an hour or so later. I don't know why this process is so difficult. My credit card definitely works. I don't know why my payment isn't being taken

[Brad]

@gunawanazali

It sounds like you need to create a new subscription as you moved your cameras to a new home. Or, you may still have an active subscription on your original home. Are you using the same login information for this new home?

Best regards,

Brad

[gunawanazali]

There are no active subscriptions in the old home. I am using the same google account. Some info:

• My account is part of a family
• family manager has his own nest aware
• My structure is shared with family owner (albeit the nest aware can't be purchased as stated)

[gunawanazali]

I just tried purchasing again. This seems odd:

[gunawanazali]

By the way, It isn't active still

[Brad]

@gunawanazali

If you aren't the account holder, you wouldn't be able to make these changes. Only the account holder has access to update, or change their subscription.

Best regards,

Brad

[gunawanazali]

Are you saying that only Google family manager can add a nest aware subscription to a structure?

[gunawanazali]

I have also tried subscribing using the family manager account (also assigned as manager of the structure) and it still does not work. I continue to get "You're all set" emails but my card has not been charged and the Nest Aware service is not active.

[MplsCustomer]

@gunawanazali 

Did you try the link I suggested earlier to try contacting "Nest Aware Premier Care"?  They claim 24/7 support.

It sounds like something is messed up in Google Nest's system that you cannot correct.

[gunawanazali]

I have spoken with support and I'm still not getting anywhere with this issue. It's been over a month.

[Brad]

@gunawanazali

Have you tried to contact Nest support regarding this payment-related inquiry? I would highly suggest doing so, as we do not have the capability to check that information with you here in the forums. Try reaching out to the higher tier of support and they should be able to assist you further. 

Best regards,

Brad

[gunawanazali]

Yes. I haven't gotten anywhere with them. They request all the same steps and it's still not active without any explanation

[Brad]

@gunawanazali

I would suggest you continue to work with support regarding this inquiry. We are unable to assist in-depth in the forum, as we don't have access to this information.

Best regards,

Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going, as there's been a lapse in activity. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad