topic Re: Can't update credit card infor for subscription, valid card info entered, but won't update in Arlo Pro

Can't update credit card infor for subscription, valid card info entered, but won't update

DBryan — Mon, 26 Dec 2022 19:29:51 GMT

I have two cameras, each VMC4041PAerH4, that work fine, and were working fine on Arlo Secure until my credit card changed. After emails from Arlo, I entered the new card info on the Arlo web page repeatedly, it wouldn't update. There is not help number or billing contact number, so no way to contact anyone. So now my old Arlo Secure subscription is cancelled, and I have the same problem to restart one, the Arlo web page won't process the payment with a valid card. How can Arlo make money when they make it so difficult to purchase a product, and then are apparently totally unavailable to help me give them money?

Re: Can't update credit card infor for subscription, valid card info entered, but won't update

ShayneS — Thu, 29 Dec 2022 22:58:05 GMT

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 43288870

Re: Can't update credit card infor for subscription, valid card info entered, but won't update

TandJ — Sun, 15 Jan 2023 13:52:19 GMT

Did you get this issue sorted out? I have the same problem, and when I searched online, I found several threads of customers with the same issue.

Evidently this has been an ongoing problem since 2018.

I received a new credit card, and when I try to update the card and click SAVE, nothing happens. It will not save the new info.

Has anyone found a solution for this?

Re: Can't update credit card infor for subscription, valid card info entered, but won't update

ShayneS — Tue, 17 Jan 2023 19:15:11 GMT

Did support contact you regarding this issue?

Re: Can't update credit card infor for subscription, valid card info entered, but won't update

TandJ — Tue, 17 Jan 2023 19:58:36 GMT

No.

If I can't change the card, I will just get another doorbell.

I completed a survey they sent me as well. No one has reached out to me - except to say that my payment hasn't gone through, and to edit the info on file.

Re: Can't update credit card infor for subscription, valid card info entered, but won't update

ShayneS — Tue, 17 Jan 2023 23:51:10 GMT

I'll get with support now to resolve this, thank you for letting me know. I'll provide another update.

Re: Can't update credit card infor for subscription, valid card info entered, but won't update

ShayneS — Fri, 20 Jan 2023 00:21:27 GMT

I was informed someone from the support team was to contact you yesterday, did they happen to do so?

Thanks

Re: Can't update credit card infor for subscription, valid card info entered, but won't update

TandJ — Fri, 20 Jan 2023 00:57:31 GMT

No, no one has reached out.

Re: Can't update credit card infor for subscription, valid card info entered, but won't update

ShayneS — Fri, 20 Jan 2023 18:17:38 GMT

@TandJ

I am on this! thank you

Re: Can't update credit card infor for subscription, valid card info entered, but won't update

ShayneS — Fri, 20 Jan 2023 18:23:24 GMT

Hey @TandJ

I was informed support reached out via email and phone. They left a voicemail in reference to the contact attempt. Case #43318126.

She has another callback attempt scheduled today for you.

Thanks

Re: Can't update credit card infor for subscription, valid card info entered, but won't update

ShayneS — Mon, 23 Jan 2023 17:42:23 GMT

HI,

How did this go?

Thanks