Video recordings deleted

[Bennyfj]

My camera recordings from events on our floodlight camera are not saved, so we have lost footage of a potential break and enter to give police. 

The events were triggered, and the video was viewable in the google home app. However those videos have now been removed automatically.

The auto delete option is not enabled. When I go to privacy settings to check the archive of video history, they are not viewable. 

can google support please confirm where the videos are? I am paying the nest subscription which promotes the saving of videos.

[MplsCustomer]

@Bennyfj 

If you have a Nest Aware subscription, event video history is retained for 30 days. If you have a Nest Aware Plus subscription, 24/7 history is retained for 10 days and event video history is retained for 60 days.

"All video history is deleted on a rolling basis. This means that, depending on the Nest Aware subscription you have, older saved video is deleted from the cloud after a certain number of days."

https://support.google.com/googlenest/answer/9681538

[EmersonB]

Hello folks,

@Bennyfj, thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, do you have a Nest Aware subscription? What was shared above by MplsCustomer is right on the spot and we hope that sheds some light on your concern.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[florflor187]

i was able to see i had 254 events in my account.  It prompted me to sign up for nest aware.  I did and alllll my video have disappeared.  I need them for surveillance!! please help me retrieve them!!

[MplsCustomer]

@florflor187 

Perhaps you should consider contacting Support, using 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

I don't understand how you could get prompted to sign up for a Nest Aware subscription if you can see 254 events. And I don't know how signing up for a Nest Aware subscription could possibly make your existing video history disappear.

[EdmondB]

Hello florflor187,

Checking in — did you get a chance to try the steps shared by MplsCustomer? If so, how did it go? Let me know if you need more help.

Thanks for the help, @MplsCustomer. 

Best,
Edmond