topic Re: Costco Arlo Cameras: How to Bypass Free Subscription in Arlo Essential Outdoor 2nd Gen

Costco Arlo Cameras: How to Bypass Free Subscription

KellyJ — Tue, 28 Jan 2025 19:56:39 GMT

I have an Arlo subscription-had for a few years. Want to add cameras to my system. Purchased Arlo cameras at Costco. As soon as I added the camera to my system, my existing subscription was automatically cancelled. Spent over 2 hours with Arlo call center to reestablish subscription. Arlo told me I CANNOT BYPASS the free subscription; I must establish a new account with a new subscription. Costco told me they cannot help; advised to contact Arlo.

Anyone out there in the Arlo Community had same or similar issue with a FREE SUBSCRIPTION included in the purchase of new cameras they want to add to their EXISTING system/subscription?

TYIA

Re: Costco Arlo Cameras: How to Bypass Free Subscription

StephenB — Tue, 28 Jan 2025 20:16:26 GMT

@KellyJ wrote:

Anyone out there in the Arlo Community had same or similar issue with a FREE SUBSCRIPTION included in the purchase of new cameras they want to add to their EXISTING system/subscription?

Are you talking about the trial subscription?

Normally new cameras will be on the trial subscription until it expires, then they should move automatically to your paid subscription.

I haven't seen any posts here from someone saying that add a camera resulted in a canceled subscription.

Re: Costco Arlo Cameras: How to Bypass Free Subscription

KellyJ — Tue, 28 Jan 2025 21:59:13 GMT

Good to hear from you StephenB! You assisted me with troubleshooting another issue a while ago, and your solution worked.

Yes, I am referring to the "trial" subscription. Logic applies to this scenario when you add a new camera to your system. However, as soon as I activated the new camera on my system, I received an automated response from Arlo stating my subscription had been cancelled and I am on a "free subscription" for four months. It offered me an option to start a new subscription after the four month trial period. It did not offer an option to opt out of the free subscription, nor did it recognize that I was only adding another camera to my system/subscription.

I had to spend a considerable amount of time with Arlo's call center to get my original subscription re-instated. Arlo put me on their "new" subscription rate because I was a "new user," and they did not take into consideration I already had an account.

I'm open to any solutions?

Thank you very much

Re: Costco Arlo Cameras: How to Bypass Free Subscription

StephenB — Tue, 28 Jan 2025 22:40:49 GMT

@KellyJ wrote:

Good to hear from you StephenB! You assisted me with troubleshooting another issue a while ago, and your solution worked.

Yes, I am referring to the "trial" subscription. Logic applies to this scenario when you add a new camera to your system. However, as soon as I activated the new camera on my system, I received an automated response from Arlo stating my subscription had been cancelled and I am on a "free subscription" for four months. It offered me an option to start a new subscription after the four month trial period. It did not offer an option to opt out of the free subscription, nor did it recognize that I was only adding another camera to my system/subscription.

The puzzle here is why your original subscription was cancelled. The trial for the new cameras is normal, but it should not have changed your existing paid subscription.

I'm tagging the mods - @BrookeN , @JamesC , @ShayneS - in hopes they can shed some light on what happened here.

Re: Costco Arlo Cameras: How to Bypass Free Subscription

DannyBearAgain — Wed, 29 Jan 2025 01:33:12 GMT

@KellyJ ,

What arlo app UI experience do you use?

The older app UI has a library page where the newer UI has a feed page instead.

Your likely not be allowed by arlo to use the older UI anymore with the newer cameras so need to create a new account just to use the newer cameras.

Depends if you want a working app I suggest.

Re: Costco Arlo Cameras: How to Bypass Free Subscription

StephenB — Wed, 29 Jan 2025 13:19:08 GMT

@DannyBearAgain wrote:
What arlo app UI experience do you use?

Based on earlier posts, I believe @KellyJ is already on "Feed".

Re: Costco Arlo Cameras: How to Bypass Free Subscription

KellyJ — Thu, 30 Jan 2025 22:56:05 GMT

I am using my mobile Arlo Secure App, version 5.4.2 (released on 1/11/25).

Re: Costco Arlo Cameras: How to Bypass Free Subscription

KellyJ — Thu, 30 Jan 2025 22:56:37 GMT

It is puzzling, and that is why I am reaching out to the Arlo Community. This has never happened before.