topic Re: Locked out from using the app. in Arlo Pro

Locked out from using the app.

Abcon — Thu, 04 Jul 2024 20:21:49 GMT

I uninstalled Arlo app and reinstalled it a day later and now the app tells me it doesn't recognise my device and when I log-in it tells me it send a code to My iPhone - I don't use an iPhone with my app. How can this be?

Re: Locked out from using the app.

StephenB — Thu, 04 Jul 2024 22:59:08 GMT

@Abcon wrote:

I uninstalled Arlo app and reinstalled it a day later and now the app tells me it doesn't recognise my device and when I log-in it tells me it send a code to My iPhone - I don't use an iPhone with my app. How can this be?

Can you log into a PC browser? Perhaps choosing "try another authentication method"?

Re: Locked out from using the app.

Abcon — Fri, 05 Jul 2024 02:55:21 GMT

I tried my PC and it said the same thing. It gave me two other options but they say the same thing ( Home Security or Home Security) - I do not know where these came from.

Re: Locked out from using the app.

ShayneS — Mon, 08 Jul 2024 21:52:51 GMT

Hi @Abcon

Are you still experiencing these symptoms?

Re: Locked out from using the app.

Abcon — Tue, 09 Jul 2024 08:55:47 GMT

Yes, I am.

Re: Locked out from using the app.

ShayneS — Tue, 09 Jul 2024 16:44:55 GMT

@Abcon

I have escalated this for you and Support will be reaching out as soon as possible.

Re: Locked out from using the app.

Abcon — Fri, 12 Jul 2024 10:45:05 GMT

Thank you.

Re: Locked out from using the app.

LudwigC — Mon, 15 Jul 2024 18:13:58 GMT

Hello Shayne,

I am having a similar issue.

We went to update our email address for our Arlo account and now we are locked out of the account. Because we updated the email address, it booted us off of the phone app which now won't send us the push notifications to bypass. When we try to login with our old email address, we're told the account doesn't exist. When we use the new email address, it offers to send an Push notifications to our phones , to send an email to our old email address, or to send a one-time code to our recorded phone number.
Push notifications do not work as we have all been signed out of our phones, emails do not come through to either account and the one-time code, once entered time-out saying "Internal Server Error"
Because we are locked out, I'm unable to upgrade our subscription to a paid plan, which is in turn preventing me from posting a new support request on any of Arlo's forums, to contact Arlo directly or really receive any assistance 😞

Could someone from support please reach out and assist me?

Re: Locked out from using the app.

ShayneS — Tue, 16 Jul 2024 17:17:08 GMT

@LudwigC I have escalated this for you and Support will be reaching out as soon as possible.

Re: Locked out from using the app.

LudwigC — Wed, 17 Jul 2024 19:00:57 GMT

Thank you very much Shayne!

I really appreciate it.

Re: Locked out from using the app.

ShayneS — Wed, 17 Jul 2024 22:03:32 GMT

No worries @LudwigC

Re: Locked out from using the app.

Abcon — Wed, 07 Aug 2024 01:21:22 GMT

I haven't heard a word from the service department. I have wasted a lot of time and money with this brand.

Re: Locked out from using the app.

ShayneS — Wed, 07 Aug 2024 18:24:30 GMT

@Abcon

Thank you for letting me know. I have notified the manager of the team and you will be contacted soon.

I have provided your escalations number here: 44201430

Re: Locked out from using the app.

Abcon — Thu, 08 Aug 2024 02:23:44 GMT

They have made contact and have helped me log in, thank you.

Re: Locked out from using the app.

ShayneS — Thu, 08 Aug 2024 17:32:28 GMT

Awesome, glad to help!