topic Not able to pay for subscription in Arlo Essential Outdoor 2nd Gen

Not able to pay for subscription

Rhia — Thu, 04 Apr 2024 14:50:37 GMT

Hi,

I am not able to pay for subscription and receive following message:

"Master plan not assigned on the account. Unable to assign supplemental plan."

Just ridiculous!

Please help.

Rhia

Re: Not able to pay for subscription

BrookeN — Thu, 04 Apr 2024 20:22:41 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

Re: Not able to pay for subscription

Rhia — Thu, 04 Apr 2024 20:38:53 GMT

Re: Not able to pay for subscription

David3961 — Wed, 01 May 2024 22:05:17 GMT

everything should be fine now pay my bill

Re: Not able to pay for subscription

Brandym1007 — Sun, 05 May 2024 12:58:25 GMT

Hi I am having this same issue. Can you help please?

Re: Not able to pay for subscription

BrookeN — Mon, 06 May 2024 16:14:56 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

Re: Not able to pay for subscription

dmtefft — Sat, 18 May 2024 12:41:23 GMT

I have the message "master plan not assigned to account" after trying to update my card. It has charged my card $17.99 five times this morning and still says I don't have a plan on my app. I need my plan to work and the charges for the extra four times refunded.

Re: Not able to pay for subscription

dmtefft — Sat, 18 May 2024 12:42:10 GMT

Unfortunately there is no number to call and I can't chat because it says I don't have a plan.

Re: Not able to pay for subscription

StephenB — Sat, 18 May 2024 13:11:51 GMT

@dmtefft wrote:

Unfortunately there is no number to call and I can't chat because it says I don't have a plan.

I'm tagging the mods ( @BrookeN , @JamesC , @ShayneS ) - they can assist you in contacting support.

Re: Not able to pay for subscription

BrookeN — Mon, 20 May 2024 16:29:30 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

Re: Not able to pay for subscription

Jones50 — Tue, 28 May 2024 02:05:44 GMT

Hello

l am not able to pay or anything getting same message master plan not on account

Re: Not able to pay for subscription

BrookeN — Wed, 29 May 2024 14:48:16 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

Re: Not able to pay for subscription

Newbierumen — Mon, 10 Jun 2024 10:18:17 GMT

I am getting the same problem. My account details havent changed, nor has my bank balance not had enough to take money from. Arlo cancelled my subscription tonight, so I've been trying different methods to get it back. I have been charged twice now tonight, but every time I log in to my account on app or desktop, it says I don't have a subscription. It is urgent this matter is resolved, please help.

Re: Not able to pay for subscription

BrookeN — Mon, 10 Jun 2024 15:56:37 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

Re: Not able to pay for subscription

Newbierumen — Tue, 18 Jun 2024 23:07:21 GMT

Hi Brooke, thanks for doing that. I had someone named Jeffrey Navarrosa send me an email which was very suspicious as there was no email signature or images to indicate he was from arlo, but his email was from arlo.com but he requested a screen recording. I was not comfortable providing that and se t a screenshot of the error message that comes up and indicated I have now been charged a third time and still no subscription access. It is now Wednesday and I have still heard nothing back or even had an acknowledgement from him or anyone. Could you please escalate this as this is really poor customer service. Thanks.

Re: Not able to pay for subscription

BrookeN — Wed, 19 Jun 2024 13:33:11 GMT

He is indeed from Arlo and one of our very best customer support agents. I will reach out to him and have him reach back out.

Re: Not able to pay for subscription

Newbierumen — Fri, 28 Jun 2024 10:09:24 GMT

So I reached out again yesterday to Jeff, still no response. It has been over 2 weeks now since his initial email. You said you would reach out to him to contact me, it has not happened. Your company now has 3 of my payments and my family has no security system anymore. This is beyond a joke.

Re: Not able to pay for subscription

BrookeN — Mon, 01 Jul 2024 14:08:07 GMT

@Newbierumen has someone reached out to you and provided support?