topic I am locked out of my account because my husband died and I can't get ahold of anyone in Arlo Pro

I am locked out of my account because my husband died and I can't get ahold of anyone

jeremiahswife — Fri, 28 Nov 2025 15:21:24 GMT

My husband and I invested in Arlo products a few years ago. Our account is linked to his email and phone number. He passed away suddenly about two months ago. I have access to his email and know our account password but his phone is no longer active. When I try to login with his credentials on my phone, it says the device is not recognized and asks me to do two factor authentication. His phone, as I said, is no longer active, and when I sent the push notification to his email, it does not come through in less than 5 minutes, the request times out and I can't get in. Is there any way for me to set up a new account, linked to my email and get our cameras linked to it?

Re: I am locked out of my account because my husband died and I can't get ahold of anyone

StephenB — Fri, 28 Nov 2025 16:05:34 GMT

@jeremiahswife wrote:

My husband and I invested in Arlo products a few years ago. Our account is linked to his email and phone number. He passed away suddenly about two months ago. I have access to his email and know our account password but his phone is no longer active. When I try to login with his credentials on my phone, it says the device is not recognized and asks me to do two factor authentication. His phone, as I said, is no longer active, and when I sent the push notification to his email, it does not come through in less than 5 minutes, the request times out and I can't get in. Is there any way for me to set up a new account, linked to my email and get our cameras linked to it?

I'm tagging the mods - @BrookeN , @ShayneS , @JamesC - so they can connect you to Arlo Support.

Re: I am locked out of my account because my husband died and I can't get ahold of anyone

ShayneS — Tue, 02 Dec 2025 00:44:53 GMT

Hi @jeremiahswife

Can you please private message me with the best contact method, and I'll have the team reach out to you as soon as possible. .

Re: I am locked out of my account because my husband died and I can't get ahold of anyone

aehoward85 — Fri, 02 Jan 2026 15:21:21 GMT

I'll admit that I am not the most tech saavy person...but I can't figure out how to DM you. When I click on your profile, and I create a log in, the only option under contact me is "Friend" or "Ignore."

Re: I am locked out of my account because my husband died and I can't get ahold of anyone

StephenB — Fri, 02 Jan 2026 20:22:54 GMT

@aehoward85 wrote:

I'll admit that I am not the most tech saavy person...but I can't figure out how to DM you. When I click on your profile, and I create a log in, the only option under contact me is "Friend" or "Ignore."

Click on the envelope icon in the upper right of the forum page:

If you don't see it, click on your profile name (again, top right), and then "my settings". Choose the preferences tab, and you should then see a private message option.

If this isn't shown, then you might need another couple of posts before the forum lets you use the feature.