Nest not working

[Donnalc]

I originally had the $6 a month subscription because didn't know the difference. Then had a vehicle stollen and since it wasn't recording all the time we missed who got into the truck. It picked up with  motion when the person drove away in our vehicle. So we subscribed to the $12 a month service and have had no events since them. In other words, you can see things happening but we are getting no videos of any kind or at least we can't assess them. Any hints? It seems to be something in regards to Home and home, perhaps the account is on one and should be on the other. Nothing I try will get to any controls or videos, before I could see everything but now nothing works. Of course no way to contact anyone by phone, I've tried for parts of 2 days to contact someone to no avail. Hope you can help me. Right now the doorbell and the money spent is wasted, I assume it might be there but I have no controls to look at anything. Hope I don't get a vehicle stollen right now, it would be much worse than before!

[MplsCustomer]

@Donnalc 

If you have the Nest Aware Plus subscription, you should get 24/7 recording on all cameras and doorbells in the same Google Nest "home/structure" on the same Wi-Fi network on the same Google Account unless they are running on battery power. That means you should get 24/7 recording even if the camera does not detect an event and flag it as an event in the history. We have a mix of old and new cameras, and get 24/7 recording on all cameras, even if they miss flagging something as an "event".

You can check your subscription here; if you click on your subscription, it will show what Google Nest "home/structure" it applies to:

https://store.google.com/subscriptions

You can also check your subscription under Settings| Nest Aware in both the Google Nest app and Google Home app.  You can also check whether each camera is set to record.

[Donnalc]

I do not need to check my subscription as I know what I am paying and it just billed yesterday again. The video is not available for us to see so it is a waste. There are no controls or anything there for us to be able to see any of the videos. I need help. Can someone call us? 325-201-0414. Thank you

[MplsCustomer]

@Donnalc 

I'm just another Google Nest customer, but I don't think Google Nest Support will call you, and will probably ask you to remove your phone number.

I suggested you look and your subscription and see what Google Nest "home/structure" it applies to, because you said "perhaps the account is on one and should be on the other". If it turns out that your subscription is on one "home" and your cameras are in another "home", you can either remove all of your devices from their current "home" and add them to the other, or you can cancel your subscription and add a new subscription on the "home" containing your devices. (Google Nest does not provide a way to transfer subscriptions.)

Or you can try the "Contact us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159

[Juni]

Hi folks,

Thanks for the help here, MplsCustomer.

Donnalc, thanks for reaching out. Have you had the chance to contact our support team? If so, could you provide us with the case number so we can check for you. 

Regards,

Juni

[Juni]

Hi there,

I just wanted to follow up if you were able to try the steps provided. Please let us know, as we would be happy to answer any questions you may have
 

Thanks,

Juni

[Juni]

Hello there,
 

Just checking in to make sure that you saw our responses. I'll be locking this thread if we don't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Best,

Juni