Learn about Nest Aware subscriptions before you buy

Nest Aware is a paid subscription service that makes your Nest camera even better with additional features and services. With a subscription, you can set Activity Zones, get improved activity alerts, and create video clips and timelapses from your video history. Here are some answers to the most frequently asked questions about Nest Aware

  • If you want to learn more details about Nest Aware service, read the FAQ below.
  • If you need to troubleshoot or want to learn more about using Nest Aware, Nest cameras, Video History, camera notifications and more, please use the search bar at the top of this page.
  • If you’re looking for a basic manual, check out our “getting started” articles for Nest Cam or Google Nest Hello.

Important: Nest Aware is available directly from Google, and also through our partners. If you purchased Nest Aware through one of our partners, their policies may be a little different than what you see in this article. In general, you should contact the partner to learn the details of your subscription plan. For a quick overview, visit our FAQs about purchasing Nest Aware through one of our partners.

Purchasing and pricing 

How can I buy a Nest Aware subscription? 

It’s easy to buy a subscription on the Google Store. You can only purchase a subscription for a camera if you are the Owner of the Nest home. For detailed steps, see the article below.

       How to buy a Nest Aware subscription >

Nest Aware subscriptions may also be available through our partners. If a partner is currently offering a Nest Aware subscription, ask them how to purchase and activate it.

Can I buy a subscription for someone else? 

Subscriptions are connected to the Nest home they are purchased for and can’t be transferred to another home or different account. If you already purchased a subscription that was intended as a gift, you will need to cancel it.

If you want to share your camera and video history with someone you trust, you can invite them to share control of your Nest home with the Nest app. Once they accept, they will have access to your cameras, your video history, and your other Nest products

       Learn more about Family Accounts and inviting people to access your Nest home >

Why isn't the Nest Store letting me purchase a subscription? 

If you’re trying to purchase a subscription directly from Google, you’ll only be able to do so if one or more of the following is true:

  • You already have a camera without a Nest Aware subscription in your account. Visit  the Google Store and sign into your account to see your camera and add the subscription.

  • You’re purchasing a camera in the Google Store and adding a subscription to your cart at the same time.

You can’t purchase a Nest Aware subscription directly from Google without associating it with a camera in your account. In addition, keep in mind:

  • You must also be the Owner of the Nest home to purchase a subscription. You cannot buy a subscription if you have only been invited to share control of a Nest home.

  • You also can only purchase Nest Aware subscriptions if your home’s address is within the store’s region. For instance, if you want to purchase a Nest Aware subscription from the UK store, then your Nest home must have an address in the UK.

  • All Nest Aware subscriptions for a home must be on the same billing cycle: monthly or annual. So if you already have a camera on an annual billing cycle, and you want to purchase a subscription for a second camera, you won’t see the monthly billing option. To change to a monthly billing cycle, you will first need to cancel your current annual subscription. Then you’ll be able to purchase monthly subscriptions for both cameras. Before you do this, keep in mind that cancelling a subscription will erase that camera’s video history, but saved clips will be preserved. Be sure to make clips of any video history that you want to keep before you cancel your subscription.

            How to create a video clip or timelapse from your video history >

I bought Nest Aware subscriptions for multiple cameras. Why didn't I get a discount?

If you purchased all your subscriptions on an annual or monthly basis, you’ll only get a discount for multiple camera subscriptions in the same home if they also have the same video history length. If you have more than one home in the Nest app, the first subscription purchased in each home will be full price, and subscriptions purchased for additional cameras in the same home will receive the discount. You’ll be able to see the pricing when you check out in the Nest Store.

If you purchased Nest Aware subscriptions from one of our partners, contact them to learn about any discounts they may offer for multiple cameras.

Note: If you purchased a pre-paid Nest Aware service bundle, such as a Nest Hello video doorbell and Nest Aware bundle, it includes 1-year pre-paid Nest Aware service with 5-day video history. It won’t apply towards discounts for multiple cameras and its video history length can’t be changed.

When will my Nest Aware subscription start? 

If you purchased an annual or monthly subscription, it will automatically begin after your free trial has ended. Starting it after your free trial ends lets you get the most out of your time with Nest Aware. You don’t need to do anything. Here are the details:

  • If you bought a camera and an annual or monthly subscription together in the Nest Store, your subscription will start automatically after your free trial concludes.

  • If you bought a subscription during your free trial, we want you to enjoy the entire trial period, so your subscription will start automatically after your free trial concludes.

  • If you bought a subscription after your free trial, the subscription will start automatically after your purchase.

If you purchased a Nest Hello video doorbell and 1-year pre-paid Nest Aware service bundle, there is no free trial period. Your service starts when you add your camera to the app.

If you purchased a subscription through one of our partners, their free trial policy may be different. Contact the partner to learn more.

How do subscription renewals work? 

When you purchase an annual or monthly subscription renewals occur automatically, and the credit card you used to purchase your subscription will be billed automatically, so you don’t need to do anything. Renewals occur every month or year, depending on the billing cycle you selected when you purchased your subscription. If your credit card has expired when it’s time for a renewal, you will be notified via email and you will be able to update your payment information. If your payment isn’t received after two billing attempts, your subscription will be cancelled.

If you cancel your subscription, or if your subscription is automatically cancelled due to non-payment, you won’t be able to renew it. All of your video history will be erased. You can purchase a new subscription if you wish to use the service again, but any video history that was erased during cancellation won’t be recovered.

When you purchase a pre-paid Nest Aware service bundle, such as a Nest Hello video doorbell and 1-year pre-paid Nest Aware bundle, you’ll need to purchase a subscription before the end of the pre-paid year in order to continue Nest Aware service.

If you purchased your subscription through one of our partners, their policies for renewing your subscription may be different. Contact the partner to learn more.

How do I check when my pre-paid service ends? 

To check when your pre-paid service ends:

  1. Visit store.google.com.
  2. Tap Account  in the top right corner, then sign in if needed.
  3. Select Subscriptions.

How are Nest Aware subscriptions assigned to my cameras?

Yes. When you purchase your subscription directly from Google, it’s all done for you automatically. If you’re curious, or if your subscription doesn’t seem to be assigned to the right camera, here’s how it works:

  • If you buy a camera and subscription at the same time, the subscription will be assigned to the next camera that you add to a Nest home in your account.

  • If you buy a Nest Hello and pre-paid Nest Aware service bundle, the Nest app will assign the subscription to the video doorbell immediately.

  • If you have a camera that doesn’t have a subscription, already added to a Nest home, and then buy a subscription for that camera, the Nest app will assign the subscription to that camera immediately.

  • If you have a camera that doesn’t have a subscription, already added to a Nest home, and then buy a subscription and a new camera at the same time, the Nest app will assign the subscription to the next camera that you add to a Nest home in your account.

  • If you buy multiple cameras and multiple subscriptions at the same time, the store assigns the subscriptions to the new cameras when you add them to your account. If you purchased multiple subscriptions with different video history lengths, we will assign all the longer plans before the shorter plans.

In which countries are Nest Aware subscriptions available?

Nest Aware is available in all countries where Nest officially sells Nest cameras and Nest Hello. Please see the following article to learn more about where Nest cameras, Nest Hello and Nest Aware are available:

         Countries where Nest products are available >

Features 

Is it free to watch live video on my Nest camera? 

Yes, straight out of the box, you can view your Nest camera’s live video stream without ever purchasing a Nest Aware subscription. Also with your phone or tablet, you can see snapshots of what your camera saw when it detected motion or sound for up to 3 hours in the past.

        How to use Sightline to watch your camera’s video on a phone or tablet >

If you prefer not to get free snapshots, you can opt-out and turn them off for your camera. See the following article to learn how:

         How to opt-out of free Sightline snapshots and turn off free activity history for your camera >

If you’d like to continue receiving advanced alerts and automatically record your video to the cloud to view later, you’ll need to buy a Nest Aware subscription.

           What you get with a Nest Aware subscription >

Depending on your region, Nest cameras come with a free trial of Nest Aware so you can try out the features. You can start using the trial when you add your camera to the Nest app

       FAQs about the free Nest Aware trial for Nest cameras >

Can I review video without a Nest Aware subscription?

During the free trial period, you and other people who have shared access to your home can review your video history. However, if you don’t purchase a Nest Aware subscription when the trial ends, your camera will no longer record and store video to the cloud. Your video history will expire and be deleted as soon as the trial ends. Without a subscription for your camera, you’ll still get snapshots in your Sightline when your camera detects sound or motion (up to 3 hours into the past), but you will only be able to stream and view that camera’s live footage and any video clips that you’ve saved to your account in the Nest app.

       What you get with a Nest Aware subscription for your camera >

How are activity alerts improved with a Nest Aware subscription? 

Nest Aware uses cloud servers to give your Nest camera more powerful event detection algorithms. This extra power helps your camera do things that it can’t do on its own, like giving you more intelligent motion and sound alerts, or even sending you a person alert when it sees someone walk by.

        What you get with a Nest Aware subscription for your camera >

        Learn how Nest cameras and Nest Hello detect sound and motion >

Cancelling or changing your subscription 

Can I change my subscription? 

Depending on the terms of your Nest Aware subscription, you may be able to switch to a different subscription type.

Pre-paid service bundle

If your camera included a pre-paid Nest Aware subscription as part of the purchase price, then you will not be able to switch to a different subscription type during the pre-paid period. For example, if you purchased a Nest Hello video doorbell and Nest Aware bundle from Costco (US), it includes 1-year pre-paid Nest Aware service with 5-day video history. You won’t be able to change your subscription to a longer video history length with this bundle until after your pre-paid Nest Aware service expires or is cancelled.

Annual or monthly subscription

If your camera did not include a Nest Aware subscription as part of the purchase price but you added a subscription to your account, switching to a new subscription type will depend on who sells the Nest Aware subscription.

  • If you purchased your subscription directly from Nest, you can switch to a different subscription type.

    • To do so, you must be the original purchaser of the subscription.
    • Only the Owner of a Nest home can purchase subscriptions.
    • You’ll need to cancel your subscription and start a new one. Before you do this, keep in mind that cancelling a subscription will erase that camera’s video history, but saved clips will be preserved. Be sure to make clips of any video history that you want to keep before you cancel your subscription.
  • If you purchased your subscription through one of our partners, their policies for changing your subscription or cancelling it may be different. Contact the partner to learn more.

Can I move a subscription to a different camera that I own? 

No, the subscription is tied to the camera, so you’ll either need to cancel the subscription and purchase a new one for the other camera or physically swap your cameras. Read some helpful tips about these two options in the following article:

        How to manage your subscriptions >

How do I cancel my Nest Aware subscription?  

Go to how to cancel your subscription for complete instructions.

If you purchased your subscription through one of our partners, their policies for cancelling your subscription may be different. Contact your partner to learn more.

What happens when I cancel my subscription? 

When you cancel an annual or monthly subscription, you’ll be issued either a prorated refund or a prorated credit:

  1. If you’ve cancelled all of the subscriptions for the cameras in one of your Nest homes, you’ll get a prorated refund.
  2. If you will still have one or more active Nest Aware subscriptions in that Nest home, you’ll get a prorated credit applied to your next bill.

When you cancel a pre-paid Nest Aware service after 30 days from purchase, such as a Nest Hello video doorbell and 1-year pre-paid Nest Aware bundle, there is no prorated refund or prorated credit and cancellation is permanent. You also won’t be able to get the Nest Aware service back if you removed the camera from your account.

Note: Only the Owner of the Nest home can cancel a Nest Aware subscription. Cancellation is immediate and can’t be undone. All video history, settings, and preferences related to the subscription will be erased. However, clips and timelapses that were created will be saved in your account in the Nest app until they’re manually deleted.

If you purchased your subscription through one of our partners, their policies for cancelling your subscription may be different. Contact the partner to learn more.

Billing and payments 

Can I switch my subscription to a different credit card? 

You can use a new or different credit card with an existing Nest Aware subscription.Go to Manage your subscriptions for complete instructions.

Keep in mind, all the Nest Aware subscriptions purchased directly from Nest for a home need to use the same credit card. If you have another home, you can use a different card for the cameras in that home.

See the following article to learn how to change your credit card with Nest:

         How to switch your Nest Aware subscription to a different credit card >

Note: If you purchased your subscription through one of our partners, their policies for changing your credit card may be different. Contact the partner to learn more.

Privacy 

We take your privacy seriously.

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