Troubleshoot emergency calling

If your address wasn't verified when you first set up your Nest Aware subscription, you'll get a notification that says 'Unable to verify' your address on your phone. In the emergency calling settings in the Google Home app, you'll find 'Issue' next to your address

You can still use emergency calling with Nest Aware during this time, but any emergency call that you make will be directed to a national call centre instead of the emergency call centre closest to your home.

First, check that your address was entered correctly.

1. Open the Google Home app .
2. At the top right, tap your Profile picture or Initial Settings .
3. Tap Subscriptions Nest Aware Emergency calling.
4. Next to your address, you'll see its current status.
   • Verified: Your address is good to go.
   • VerifyingWe're still checking your address. Until it's been verified, your 999 calls may get routed to a national 999 call centre.
   • IssueYour address hasn't been verified; your 999 calls will be routed to a national 999 call centre.
5. Review your address information.
   • If your address is correct but it still hasn’t been verified, contact Nest Aware support for more help.
   • If your address isn’t correct:
     • Tap on your address.
     • Tap Edit.
     • Update your address info and click Next.
6. Once your address has been updated, try to set up emergency calling again.

Tip: If you live in a new home, it’s possible that your address hasn’t been added to the database of emergency addresses¹ approved to receive emergency services yet. Wait a few weeks before you try to verify your address again.

When you use emergency calling, the 999 operator may ask you for a call-back number. If you're disconnected before you can provide a call-back number, the operator can still call you back on your mobile phone.