FAQs about Nest Aware from our partners

You can buy a Google Nest Aware subscription directly from Nest or from one of our partners. If you subscribe through a partner, you’ll need to enter an activation code in order to start using Nest Aware with your camera. In addition, billing works a little differently, and the partner may have different policies for managing your subscription.

In general, if you purchased your Nest Aware subscription through one of our partners, you’ll need to contact them with any questions you may have about billing, payment methods, and modifying or canceling your subscription.

Note: If you’re looking for information about how to use Nest Aware’s features like video history, intelligent notifications, Activity Zones, clips, and timelapses, the Nest support site is a great place to start. Simply type your question in the search box. Other than partner billing and payment issues, Nest can help you with pretty much everything else related to using Nest Aware and your camera.

Here are some answers to common questions about subscribing to Nest Aware through one of our partners.

How do I purchase a Nest Aware subscription? 

From one of Nest’s partners

In general, you’ll be contacting the partner to learn about your options for subscribing to Nest Aware. For example, in the United States our partners include T-Mobile.

The partner will handle purchasing and billing on their end, including taking your payment information and managing the details of the transaction. They’ll also handle ongoing monthly or annual billing.

After you purchase your subscription, you’ll receive an activation code from the partner. You’ll need to enter the activation code on Nest’s website and then you can start using Nest Aware with your camera. We’ll cover activation codes in the next section.

From Nest

In addition to purchasing a Nest Aware subscription from one of our partners, you also have the option to purchase a subscription directly from Nest. Here’s how.

How do I activate my Nest Aware subscription once I've purchased it? 

To activate your Nest Aware subscription, all you need to do is set up a free account, add your camera to the Nest app, and apply the activation code you got from our partner.

Here are the details:

  1. If you don’t have one yet, create a free account.
  2. Next, set up your camera with the Nest app if you haven’t done so already.
  3. Once your camera’s up and running, you’re ready to apply the Nest Aware activation code.
    1. Visit store.nest.com and click the Account Nest Account web menu icon.  icon in the top right.
    2. Select Subscriptions. Sign in with the account email and password that you use to sign in to the Nest app.
    3. At the top of the Subscriptions screen below the name of your home, tap the link that says Enter an              activation code. Then enter the activation code that you received from our partner and tap Submit.
      After confirming the subscription displayed on screen, tap Set up subscription.
    4. If you have more than one camera without a Nest Aware subscription, select the camera you want to add the subscription to. Then tap Complete setup.

 

The Nest Aware subscription will be added to your camera.

What if I lost my activation code or never received it? 

Contact the partner from whom you originally purchased the Nest Aware subscription. They can help you with a lost activation code or re-send your code if you never received it. Nest doesn’t have access to this information.

When will I start getting billed for my Nest Aware subscription? 

Contact the partner from whom you purchased your subscription for this information. Each partner may have different policies for things like the start and end dates for billing cycles, what happens if you purchase a subscription during your camera’s free Nest Aware trial period, and other details.

Important: Keep in mind, the partner’s policy may state that billing starts at the time of purchase, even if you haven’t applied the subscription to a camera yet. If this is the case, in order to get the most out of your subscription, you’ll probably want to enter the activation code and apply Nest Aware to your camera soon after purchase.

How can I tell if I purchased Nest Aware from Nest or from a partner? 

Your Account screen in the Nest Store makes it easy to tell where you purchased each subscription so you know whom to contact if you need to make any changes.

  1. Visit store.nest.com and click the Account Nest Account web menu icon.  icon in the top right.
  2. Select Subscriptions. Sign in with the account email and password that you use to sign in to the Nest app.
  3. You'll see a list of all the Nest Aware subscriptions in your account.
    • If you purchased a subscription directly from Nest, the subscription will simply say Nest Aware. There won’t be a subscription ID.
    • If you purchased a subscription from one of our partners, the subscription will say Nest Aware via (partner name). In addition, you’ll see an alphanumeric subscription ID below that. When contacting the partner, you may need to provide this ID.

How do I cancel a Nest Aware subscription from a partner? 

If you purchased your subscription from one of Nest’s partners, you’ll need to contact the partner directly to cancel your subscription. Nest cannot cancel subscriptions purchased from a partner.

In addition, the partner’s cancellation policies may be different from Nest’s policies, so contact them for information about when you can cancel your subscription, what happens if you cancel in the middle of a billing cycle, and other questions.

Important: Cancellation can't be reversed. All video history, settings, and preferences related to your Nest Aware subscription will be erased. They cannot be recovered. We do not keep backups. However, clips and timelapses you created will be saved to your account in the Nest app, and can still be accessed on a computer.

Keep in mind, if you simply want to delete your video history, but you don’t want to cancel your Nest Aware subscription, you can do so with the Nest app.

         How to delete your video history without cancelling your Nest Aware subscription >

What if I have more questions about Nest Aware or managing my account? 

Contact the partner from whom you purchased your Nest Aware subscription. They can help with billing and account related issues such as:

  • Purchasing, canceling, or changing your Nest Aware subscription
  • Updating or changing your credit card on file for billing
  • Questioning a Nest Aware charge that appears on your statement

Note: Nest doesn’t have access to this information if you purchased your subscription from a partner.

If you have questions about how to use Nest Aware with your camera, there’s lots of helpful information right here on Nest’s support site. We can also help you troubleshoot issues you may be having with your camera, including issues with its Wi-Fi connection or how to change settings for activity alerts if you’re getting too many throughout the day. Just type your question into the search box on this page.

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