Home Premium disappeared

[GarethH1]

Hi,

I have had a Google One Premium AI 2Tb subscription for quite a while. I have created a family group which my wife is a member of so she can also enjoy the benefits.

Obviously this applied a Google Home Premium subscription to our Google home, saving doorbell footage for 30 days.

Suddenly, at the same time my wife lost the family group benefits and our Google home is now standard. 

We are signed into the correct account, the subscription is active. 

I was able to reapply the benefits for my wife. No matter what I try in Google Home I can't get Home Premium reapplied.

I have tried "settings > subscriptions > Google home premium> " at this point it just returns me to the home screen.

Within the Google One app it just refers me to the Home app to activate.

It's really annoying because we have not changed anything and this was previously working correctly.

The doorbell footage is extremely important to me so I need it working.

[sicsacol · Accepted solution]

Hi @GarethH1, 

Thanks for reaching out to the community. I'm sorry to hear that you had the Google One plan, including the Home Premium benefit, which you shared with your wife by creating a family group, but suddenly you lost the benefits, and your service now shows as Standard. I understand how concerning this must be, especially since you rely on that doorbell footage, and you're getting stuck in an activation loop between the Google Home and Google One apps. I appreciate the detailed information you've shared so far and the time taken to try to get the subscription working. No worries, I'd be more than glad to share more details with you.

Since the Google One app is directing you to the web/Home app, let's try starting the activation process from the Google One website, as this often resolves the linking issue:

• On your computer, go to Google One.
• On the left, click Benefits.
• Find your Google Home Premium benefit card.
• Click Explore plan.
• To set up Google Home Premium for your home, follow the on-screen prompts. If needed, follow prompts to migrate your existing Google Home Premium account to Google.

With the Google One plan, you will only get the Google Home Premium Standard benefits. To get the Advanced plan of Google Home Premium, you must purchase it as an add-on. You can check out the following article to learn more about how to activate a Google Home Premium or Fitbit Premium subscription with Google One.

Please keep me posted on how it goes after trying these steps.

Cheers,
Jonathan