topic Re: Cannot add cameras to 3 month trial in Arlo Essential Wire-Free Cameras

Cannot add cameras to 3 month trial

TimCNZ — Mon, 11 Apr 2022 23:31:17 GMT

I have purchased a 4 pack of essential spotlight cameras and am running a 3 month trial subscription. Only 2 of the cameras show in the manage subscription screen (they don't even show as inactive) and nor do they show in the Manage Arlo Smart screen. They do show on the app and I can see them live. I cannot see library footage. I have tried to re-install them but this doesn't solve the problem. How do I get them added to the subscription?

Re: Cannot add cameras to 3 month trial

StephenB — Tue, 12 Apr 2022 10:20:05 GMT

@TimCNZ wrote:

I have purchased a 4 pack of essential spotlight cameras and am running a 3 month trial subscription. Only 2 of the cameras show in the manage subscription screen (they don't even show as inactive) and nor do they show in the Manage Arlo Smart screen. They do show on the app and I can see them live. I cannot see library footage. I have tried to re-install them but this doesn't solve the problem. How do I get them added to the subscription?

Tagging the mods ( @JamesC and @ShayneS ), to see if they can help.

Is there any chance that these cameras were returned by someone else (perhaps you purchased them as recertified or open-box)?

Re: Cannot add cameras to 3 month trial

ShayneS — Tue, 12 Apr 2022 19:11:21 GMT

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to Settings/System/Support.

Re: Cannot add cameras to 3 month trial

TimCNZ — Tue, 12 Apr 2022 22:54:26 GMT

They were new purchased from a reputable retailer

Re: Cannot add cameras to 3 month trial

TimCNZ — Tue, 12 Apr 2022 23:07:04 GMT

All it does is ask me to purchase a plan. Why does it not wok with trial plan? How do I know it will work with purchased plan?

Re: Cannot add cameras to 3 month trial

StephenB — Wed, 13 Apr 2022 09:52:31 GMT

@TimCNZ wrote:

They were new purchased from a reputable retailer

Did you reach out to support using the options in the app? Pick a camera that did onboard - then you should see a phone option.

Re: Cannot add cameras to 3 month trial

TimCNZ — Wed, 13 Apr 2022 19:36:24 GMT

I spoke to Arlo support and they guided me to the solution

Re: Cannot add cameras to 3 month trial

MarcellRN — Mon, 09 May 2022 21:48:51 GMT

what was the solution?

Re: Cannot add cameras to 3 month trial

TimCNZ — Mon, 09 May 2022 23:29:31 GMT

Found that 2 of the cameras were set up by another staff memer on a separate account so he shared the with me