Cannot cancel because it is saying I don’t have subscription

[Prettybluz]

I just got an email saying I’m gonna be charged $560 for a renewal and it’s saying in my account that I don’t have a subscription. I don’t know what to do. I don’t wanna be charged $560 and I’m trying to cancel I need help and I don’t know who can help me I cannot be charged $560 and I cannot cancel because it’s saying I don’t have a subscription and I’m so frustrated. This is beyond Annoying

[MplsCustomer]

@Prettybluz 

Perhaps you should contact Support.  I don't know how you could be paying $560 for a Nest Aware (Google Home Premium) subscription.

To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Select your device from the dropdown, click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Prettybluz]

Here’s to another year of peace of mind. Your Nest Aware subscription(s) are renewing soon. Your camera(s) can continue to get intelligent alerts and video history. These subscriptions will renew: Bedroom (Davis) : 10-day video history Bedroom : 10-day video history Dining Room : 10-day video history Family Room : 10-day video history Hallway : 10-day video history You’ll be charged $560.00 on Sunday, December 14, 2025. Taxes may apply. If you don’t cancel, your subscription(s) will renew automatically and you’ll be charged yearly. To manage your subscription(s) or update billing information,

[Prettybluz]

I HAVE TRIED MULTIPLE TIMES WITH SUPPORT AND IT DOESNT WORK!!!

[MplsCustomer]

@Prettybluz 

I don't know why you have separate subscriptions for each of your cameras.  Are you on the old 1st gen Nest Aware subscriptions?  (We pay $200/year to cover ALL of our cameras and doorbells under a 2nd gen subscription.)

If I follow the steps I outlined for contacting Support carefully (it now asks you to enter the serial number of the device, but it seems you can enter anything), I get options for a callback, chat, or Facebook.

If you're saying you've contacted Support multiple times and haven't received a resolution, I can't help; I'm just another customer.

[sicsacol]

Hi @Prettybluz,

Thanks for posting in the community. I'm sorry to hear you're having difficulties canceling your subscription since you received an email saying that you're going to be charged, even though there are no subscriptions active in your account. I understand how concerning this must be, as you've tried contacting us multiple times to cancel your subscription with no positive result. I appreciate the detailed information you've shared so far and the time you took trying to cancel the subscription. No worries. I'd be more than glad to share more details with you. 

To better support you with the cancellation of your subscription, the team would like to learn more about this situation. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. Please ensure to include the link to this thread and your community username. 

@MplsCustomer, thank you for sharing the information.

Sincerely,
Jonathan