topic Re: Secondary PIN's not working in Arlo Home Security System

Secondary PIN's not working

ZachKoch — Tue, 25 Feb 2025 07:37:18 GMT

I'm experiencing issues with Secondary PINs not working and haven't been able to get clear answers from Arlo Support despite case is still open. I also have the correct plan. This is the second time it has done this.

Yesterday, a contractor working on my home triggered the alarm, but his PIN didn’t work. Another PIN also failed, leaving me no choice but to disable the alarm manually. These PINs were functioning properly as recently as last week.

I have an active Arlo Secure subscription. When I navigate to Settings > My Location > PINs and confirm my password, I see a message stating:

"Secondary Security PINs and Duress PIN are disabled. Subscribers can enable multiple PINs and silent Emergency Response."

Below this message, all my secondary PINs are listed but are greyed out, with no option to add, modify, or delete them.

Re: Secondary PIN's not working

StephenB — Tue, 25 Feb 2025 11:55:14 GMT

@ZachKoch wrote:

I have an active Arlo Secure subscription. When I navigate to Settings > My Location > PINs and confirm my password, I see a message stating:

"Secondary Security PINs and Duress PIN are disabled. Subscribers can enable multiple PINs and silent Emergency Response."

Below this message, all my secondary PINs are listed but are greyed out, with no option to add, modify, or delete them.

It sounds like the system is thinking there is no subscription plan for the home security system's location.

Do you have multiple locations set up?

Re: Secondary PIN's not working

ZachKoch — Wed, 26 Feb 2025 09:16:52 GMT

Nope only the one location.

Re: Secondary PIN's not working

StephenB — Wed, 26 Feb 2025 13:14:13 GMT

@ZachKoch wrote:

Nope only the one location.

And you are seeing the security system listed in the subscription plan?

Re: Secondary PIN's not working

ShayneS — Thu, 27 Feb 2025 01:04:39 GMT

Hey @ZachKoch

Are you still experiencing this symptom?

Re: Secondary PIN's not working

ZachKoch — Thu, 27 Feb 2025 18:20:25 GMT

Yes I am still expecting the issue

Re: Secondary PIN's not working

ShayneS — Thu, 27 Feb 2025 19:52:44 GMT

@ZachKoch

I see you have an open case and your support agent is requesting some trouble shooting steps. Have you attempted these steps and informed support with the results?