Unable to update payment details for Nest Aware

[Joe_L]

I have a 1st gen Nest Aware subscription. I received an email from Nest.com today telling me that my subscription payment didn’t go through (due to the payment card expiring).

The email gave me a link where I could update my billing information, which takes me to https://store.nest.com/uk/account/subscriptions/

From here I select Change payment method -> Add New Payment Method and I'm taken to a screen where I can enter new payment card details. However, when I enter my card details and click save, my details fail to be saved. No error message is given. I have tried different devices/browsers.

In the support article  https://support.google.com/googlenest/answer/9248438 it suggests that if I already have a Nest Aware (1st gen) subscription, I can continue to renew it. This is what I would like to do, to renew the subscription using a new payment card.

Can someone advise me on next steps for resolving this issue please?

[MplsCustomer]

@Joe_L 

You could try 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

[Joe_L]

Thanks for the reply. I wasn’t able to see the ‘Nest Aware Premier Care’ link on the page you suggested initially. I am based in the UK.

I used a VPN service to connect via the US and then the link appeared. From there I was able to contact the ‘Nest Aware Premier Care’ team in Europe.

The support agent was unable to help me update my payment method for my 1st gen Nest Aware subscription. Their only suggestion was for me to upgrade to 2nd gen Nest Aware, which doesn’t meet my needs unfortunately. The support agent said that they had escalated my issue and I’m still waiting to hear back.

[EmersonB]

Hi folks,

@Joe_L, thanks for reaching out here in the Community. Please share your case ID so that we can take a closer look at what happened.

I appreciate the help, MplsCustomer.

Best,

Emerson