topic Master Plan Subscription Error? 4 lots of payment taken in Arlo Essential Indoor 2nd Gen

Master Plan Subscription Error? 4 lots of payment taken

Hannah444 — Thu, 22 Aug 2024 23:35:02 GMT

I tried to restart my subscription but got an error saying that there was no master plan added to my account so the subscription I selected could not be added. 4 payments were taken but there is still no active subscription on my account.
I see I am not the only one with this issue - please can I be refunded and please sort this issue so that others don't have this problem!

Re: Master Plan Subscription Error? 4 lots of payment taken

BrookeN — Fri, 23 Aug 2024 13:55:34 GMT

I have reached out to support regarding the master plan error on the subscription. Support will be reaching out to you as soon as possible.

Re: Master Plan Subscription Error? 4 lots of payment taken

Wall-Enberg — Sat, 14 Dec 2024 07:11:53 GMT

Hello, can you help my also?

My secure plus account was deleted although I have paid for one more month when I tried to update my credentials with a campain code! How can this be?!

Now all my newer cameras dont work and all old recordings are deleted etc. There seems to be no working support line i Sweden. Tried to reach someone for many hours yesterday at the only support way there is - some telephonnumber.

All you other ppl, watch out for this. Real security problem....

Please activate my paid account again! Can PM the invoice paid.

Unable to post new posts also.

Label not found when I try to add a new post.

Have to say I get more and more disappointed of Arlo.

Re: Master Plan Subscription Error? 4 lots of payment taken

jguerdat — Sat, 14 Dec 2024 14:27:08 GMT

You say you tried to update your credentials - do you mean your login? You need to log in with the primary account's credentials to be able to manage your system.

Re: Master Plan Subscription Error? 4 lots of payment taken

Wall-Enberg — Sat, 14 Dec 2024 15:07:50 GMT

I logged in with my primary accounts credentials and wanted to update my secure plan with the discount offer I got from Arlo. I had secure plus paid in full.

Instead my secure plus plan is gone but the money for secure plus plan has been drawn from my card for a month.

If I login again with my primary account it says I have no plan anymore. I dont want to pay a months extra fee again to have it back. If it even works.

Re: Master Plan Subscription Error? 4 lots of payment taken

jguerdat — Sat, 14 Dec 2024 15:10:56 GMT

Sounds like an issue for the mods to pursue - @JamesC , @ShayneS , @BrookeN Of course, you'll need to wait until after the weekend for them to be able to help.

Re: Master Plan Subscription Error? 4 lots of payment taken

BrookeN — Mon, 16 Dec 2024 17:10:41 GMT

@Wall-Enberg I responded to the message you sent me directly. Support will be reaching out to you as soon as possible.