topic Cannot log in to the new Arlo app. Says "invalid email address." No issue on Arlo Legacy or online. in Arlo Pro 2

Cannot log in to the new Arlo app. Says "invalid email address." No issue on Arlo Legacy or online.

bwinters — Thu, 26 Sep 2019 18:54:45 GMT

I can't log-in to the new Arlo app. When I log-in to new Arlo app it says "invalid email address" but it is the only email address on file. No issues gaining access with Arlo legacy app or online with the email address. I asked customer service but they were useless. They told me to reset my password but I can't because it doesn't recognize my email address therefore I can't reset it. Anyone else have this issue? Any help is appreciated.

Re: Log-in problems with new app

jguerdat — Wed, 25 Sep 2019 13:37:55 GMT

Reboot the phone and reinstall the app. ANy better?

Re: Log-in problems with new app

bwinters — Wed, 25 Sep 2019 13:47:58 GMT

Thanks for your recommendation. Unfortunately it didn't work.

Re: Log-in problems with new app

JessicaP — Thu, 26 Sep 2019 18:54:35 GMT

Hi bwinters,

What phone device are you using? Have you tried reinstalling the Arlo app and rebooting your phone device to see if that helps?

Re: Log-in problems with new app

bwinters — Fri, 27 Sep 2019 14:56:46 GMT

Hello,

I'm using my Apple iphone 8 plus. I've tried reinstalling and rebooting and that didn't help.

Re: Log-in problems with new app

2dta — Fri, 27 Sep 2019 17:14:55 GMT

Issue with invalid email, also with support. No added steps except repeating the same, to reboot, uninstall, reinstall, change passwords, etc... have done all combinations multiple times without success. I suggested the agent put my email in to reproduce the error, not login with my email, just fill in to see the same, and she did not. Most likely an issue with the new app in specific restrictions or limitations on email, but has not been fixed. If change occurs and I can no longer see my cameras, I might as well just return them and go to a different product.

Re: Log-in problems with new app

JessicaP — Fri, 27 Sep 2019 21:13:32 GMT

Hey bwinters and 2dta,

Are you able to log in through the web client on your comouter?

Re: Log-in problems with new app

bwinters — Fri, 27 Sep 2019 21:26:07 GMT

Yes, I can log in on my computer.

Re: Log-in problems with new app

2dta — Fri, 27 Sep 2019 23:09:29 GMT

iPhone X max - No issues in logging in through a browser or legacy app. This is only happening through the new Arlo app for me.

Re: Log-in problems with new app

JessicaP — Mon, 30 Sep 2019 16:12:46 GMT

I would suggest to contact the Support Team to further investigate this issue to see if they can check on your Arlo account. You will find several options for contacting support in the provided link.

Re: Log-in problems with new app

cmhallberg — Thu, 05 Dec 2019 18:27:28 GMT

I have the same exact issues the new app says invalid email address so you can't do anything, but I can log into the portal on my desktop, that is how I am able to write this message. I can no longer see my cameras either.