Premium with no 24/7 surveillance

[Zenthia7]

So my trial just ended even though I really didn't need the trial since I automatically wanted to start off with premium because I wanted the 24/7 surveillance for last 10 days. Now my trial has ended and I've actually paid for my monthly for my subscription. I was hoping that the 24/7 surveillance for last 10 days would just click on after my actual subscription started but it is still only giving me clips. I used to have a subscription couple years ago just resigned back on I highly doubt that has anything to do with it but I'm not exactly sure where to go from here. Thank you

[tajennifer]

Hi Zenthia7,

Thanks for posting. I understand you aren't seeing 24/7 surveillance history since your trial expired, even though you’ve purchased a Google Home Premium subscription. I appreciate the information provided. Don't worry; help is here. I need to ask for some additional information to provide the best solution.

• Where did you purchase the subscription? (e.g., Google Store, Google Home app, or Google Play Store)
• Can you double-check that the subscription is active on the same Google account linked to your camera? You can check that with the next steps:

1. Open the Google Home app.
2. Ensure that the user is in the correct home structure to which you want to downgrade to Google Home Premium.
3. At the top right, tap the Profile picture or Initial.
4. Tap Home settings > Under "Nest services & support," > tap Subscriptions > Google Home Premium.

• In your proof of purchase, does it confirm a Google Home Premium Advanced subscription? Please note that the "Standard" version only covers event-based recording, while the "Advanced" version is required for 24/7 history.

Please keep me posted.

Best regards,

Jenny