Kid account (FamilyLink) can't make video call on Nest Hub Max when recognized by voice/face match

[nateclark1]

We have a new Nest Hub Max and there's an issue preventing my 10-year-old from using it to make video calls via Duo/Meet. The kid has a Google account that's part of our FamilyLink. I've set up voice match and face match for the child and that works as expected on the Nest Hub. The child has a phone and has set up Duo/Meet with the Google Account and phone number, and can make Meet calls from the phone just fine.
When asking the Nest hub to start a video call (or tapping on the household contact video call), it recognized the child and responds saying to go in the Google Home app and set up Duo calling. When doing that, I get a message saying Google Duo has been disabled for your account.

This has to be a bug, right? Duo/Meet is definitely enabled for the child's account -- they can make video calls on Meet from the phone just fine.

Only workaround I've found is for me to ask Google to initiate the video call, then it voice matches to me and calls via my account. Obviously this won't work for my child to call me when I'm out of the house ... which is one of the features I wanted this hub for!

[Juni]

Hi nateclark1,

Thanks for posting here in the Google Nest Community.

This is not the experience that we wanted you to have, let me help you out. With Digital Wellbeing, you can use Filters to control explicit music and video content, and Assistant answers, Assistant Actions, and Calls.

You can check the Digital Wellbeing and Filters section to check if calling is disabled. Check the steps below. 

1. Open the Google Home app .
2. Tap Settings Digital wellbeing Set up or Add device filter.

Check this link for more details.

Hope this helps.

Best,

Juni

[Juni]

Hi there,

It's me again. I want to make sure you're all good — how did the steps go?
 

Thanks,

Juni

[nateclark1]

Thanks for following up. No, unfortunately this did not help. Device filter was not the issue, and it was already set to allow video calls.

When my kid asks Google Assistant to make a video call, the Assistant replies saying that there's one step required in the Google Home app to set up video calling. However this step cannot be completed on the kid's phone with the error message in the app saying that Google Duo has been disabled for the account.

[nateclark1]

Attaching some more info because this issue is really frustrating! My kids still can't call me from the Nest Hub Max.

First screenshot is the digital wellbeing filters for this device showing that calls are enabled.

Second screenshot is on my kid's device with the error message when trying to set up Video Calling when prompted by Google Assistant. 

I also found a thread describing the same problem from another user on the Google Assistant forum: https://support.google.com/assistant/thread/198335308/cannot-set-up-google-meet-duo-for-google-nest-...

[nateclark1]

I'm still having this issue and I posted a reply here last night with screenshots but it looks like that reply was removed (maybe because of the screenshots?). The issue doesn't seem to be related to the Wellbeing filters, as I've triple-checked that calls are enabled on this device. The problem is in the Google Home app when my kid tries to link their Meet/(Duo) account in Google Home under Assistant Settings > Communication > Video & Voice apps. Tapping on Google Meet to link the account, it prompts for phone number, then after tapping Next it results in an error message "Google Duo has been disabled for your account. Contact your system administrator for more information".

Google Duo/Meet is not disabled by me, and my kid can make and answer video calls with no issues using the Meet app on their Android phone.

Any help would be appreciated. This is very frustrating my kid not being able to call me from the Nest Hub Max!

[Starsrich]

Same issue here

[HellaReal]

Any update here? I'm having the same issue.

[ivebeenwaiting]

I don't have a family link/ kid account but have a related issue where I cannot get the device to make a voice prompted video call to my cell phone, which is why I bought this video capable device, so wondering if there was any resolution here.