Nest Aware - no compatible devices

[ErickOGM]

Hello,
I'm facing a frustrating issue with my Nest Aware subscription and hope someone can help.
For almost a year, my Nest Aware subscription has worked perfectly with my Nest Doorbell and Cam. About 6 months ago, I upgraded my router and successfully reconfigured all my devices to the new Wi-Fi network without any problems.
However, a couple of days ago, my brother left our Google Home structure, which instantly removed both the Doorbell and the Cam from my account. I was able to re-add and configure them again in the Google Home app, and they are working for live viewing.
The problem is that my Nest Aware subscription no longer recognizes them. When I go to the subscription management page, it says "No compatible devices found."
I have already contacted support (Case #2-7250000039648), and they had me perform the following troubleshooting steps, none of which worked:

• Factory reset the camera.
• Reinstall the Google Home app.
• Try setting it up from a different phone.

I've seen other posts describing similar issues, but they have no follow-up from the users or solutions from Google team. Has anyone else experienced this and found a fix?

[MplsCustomer]

@ErickOGM 

Perhaps your Nest Aware subscription is somehow tied to your brother's Google Account rather than to your Google Account.

I'm suggesting this because devices only get automatically removed when removing a home's member if that member was the one that set up the devices. The Help topic below says:

"When you remove yourself from a home... Other people no longer have access to the devices or services you set up, including Nest thermostats, alarms, locks or cameras. If you set up a Nest Cam with your Nest Hub Max, the Nest Hub Max won’t be available....

If the person you remove from the home migrated their Nest Account and devices to a Google Account, those devices may be removed from the home. Data associated with their Nest devices and the home may be permanently deleted, including video history footage and thermostat settings."

https://support.google.com/googlenest/answer/9155535

I don't know why Google Nest Support could not help you resolve this by cancelling the existing Nest Aware subscription and either refunding the balance or transferring it to your Google Account.  I suspect it is only something they can resolve.

[MplsCustomer]

@ErickOGM 

Another possibility is that, if you set up a new Google Nest "home/structure", your Nest Aware subscription may be attached to your old Google Nest "home/structure".  There used to be a way to transfer a Nest Aware subscription from one "home" to another, but I don't know how.

When you go to the Subscription Management page (https://store.google.com/subscriptions) and click on your subscription, it should show you the name of your Google Nest "home/structure".

This old thread has instructions from EdmondB on transferring a Nest Aware subscription:

https://www.googlenestcommunity.com/t5/Nest-Aware/moved-nest-aware/m-p/449823/

[ErickOGM]

Thank you for your response. Your thoughts align with my own suspicion that there's a synchronization or linkage issue between my account, the devices, and the Google Home structure—one that shouldn't have occurred and now seems irreversible from my end.

Here is a summary of the troubleshooting and research I have done so far:

Device Linkage: I understand that a factory reset is supposed to completely unlink a device from any account. I performed this step as instructed, and based on Google's own support documentation (https://support.google.com/googlenest/answer/9249728?hl=en), the devices should now be considered "clean" and ready to be linked to my account/Home/subscription.

Home/Structure Integrity: I wanted to mention that I did not create a new Home. The existing structure is the same; the only change was a member leaving. It seems this specific action—a member leaving—may have triggered a bug. I mention this because I haven't found any reports of this issue occurring when a new member is added, which suggests the problem is unique to a member's departure or creation a new one.

Nest Aware Subscription: I have double-checked the subscription details on my end, and everything appears correct: the subscription is active and correctly associated with my account and Home address. Furthermore, I have confirmed with my brother that his account is clear. He has no pending subscriptions related to my Home, and his account only reflects his own separate home structure.

I agree with you that is something only they can resolve. My main concern is that if this issue isn't resolved before my renewal date, I'll be forced to subscribe for another year just to keep the troubleshooting process active hoping for a prompt fix. If the fix still takes longer after I've paid, I would then have request a refund.

[ByronP]

Hi ErickOGM,

Thank you for reaching out to the community. I understand you're having trouble with your Nest Doorbell and Nest Camera not detecting the Nest Aware Subscription after you changed your WiFi network, which shows an error message "No compatible devices found." I can't imagine how frustrating this must be and I appreciate all the troubleshooting steps you've already taken and the details provided; also, for the help of @MplsCustomer. Let's work together to find a solution.

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.

Regards,

Byron

[ErickOGM]

Hello,
Thank you, @ByronP  I am not filling out the form you asked for because the issue is now resolved. I had already been in contact with support before posting here.

I wanted to share the solution in case it helps anyone. During the last 2 days, they requested several screenshots to verify my current subscription and to show the "no compatible devices" error message. After we tried the standard troubleshooting steps, they suggested I leave my "home/structure" in the app. This turned out to be the solution.

I didn't need to create a new home, I simply had to leave and then re-join it. As soon as I re-joined, a prompt appeared indicating that my Nest Aware subscription was inactive. I followed the on-screen steps to apply it to my home, and that completely resolved the issue.

I realize this might sound like a basic step I should have tried before contacting Google support. However, to re-join the home, I needed someone to send me a remote invitation, which wasn't immediately possible.

Finally, I'd like to note that this seems to be a recurring issue for users. I'm surprised that the support team doesn't already have a documented procedure for this specific problem.

[ByronP]

Hi ErickOGM,

Thank you for your reply. I appreciate that the situation has been resolved.

Don't hesitate to reach out to us if you need any further assistance.

Regards,

Byron