topic Re: 6th camera was added and says "free trial" is over so all cameras are now offline? in Arlo Pro 2

6th camera was added and says "free trial" is over so all cameras are now offline?

Brince — Thu, 19 Aug 2021 17:04:24 GMT

On Aug. 15, my 5 ARLO Pro 2 cameras and my wife’s 1 camera stopped working. A 6th camera was added to my account saying my “free trial” was over and that I needed to pay $10 per month for a plan to continue it. All 6 cameras would indicate “offline”. After coming back on and off most of the day, my 5 cameras restored that evening. My wife’s camera did not restore and we can not make it work. Her base station has been disabled. The “chat” ran my through the usual drills and then abruptly conclude my warranty was up and they could sell me a whole new system at a 30% discount. Has anyone else experienced this tactic from ARLO.

Re: Account tampering by ARLO ( pro 2 ) deactivated account

michaelkenward — Thu, 19 Aug 2021 09:13:26 GMT

@Brince wrote:

The “chat” ran my through the usual drills and then abruptly conclude my warranty was up and they could sell me a whole new system at a 30% discount.

Does this mean that you put in some sort of support request to Arlo? (Hard to tell.)

How did you contact Arlo?

What Arlo devices do you own? Is this it?

@Brince wrote:

On Aug. 15, my 5 ARLO Pro 2 cameras and my wife’s 1 camera stopped working. A 6th camera was added to my account saying my “free trial” was over and that I needed to pay $10 per month for a plan to continue it.

Pro 2 cameras do not need a subscription. But you are limited to five cameras on one hub. Did you add a sixth camera?

Re: Account tampering by ARLO ( pro 2 ) deactivated account

jguerdat — Thu, 19 Aug 2021 13:12:36 GMT

It's actually 5 cameras per account, not per hub. And that's for Pro 2 and older.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

billkex — Thu, 19 Aug 2021 19:24:46 GMT

Buy a 2nd hub (base station)

Add up to 5 cameras on each, link the base stations together.

You will be able to access more than 5 cameras...at no monthly cost.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

Brince — Thu, 19 Aug 2021 23:21:51 GMT

Have 2 base stations and two separate accounts, 5 cameras and base on my account and 1 camera and base on wife’s account. Both bases , VMB 3500 are displaying all green lights, but her iPhone after sign in to the ARLO App will not discover her devices.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

StephenB — Fri, 20 Aug 2021 11:06:52 GMT

@Brince wrote:

Have 2 base stations and two separate accounts, 5 cameras and base on my account and 1 camera and base on wife’s account. Both bases , VMB 3500 are displaying all green lights, but her iPhone after sign in to the ARLO App will not discover her devices.

Is she seeing her devices when she logs into her account in a PC browser?

Just to be really clear - when she signs into her iPhone account, is she using her credentials or yours?

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

Brince — Fri, 20 Aug 2021 14:17:37 GMT

She signs in on her account on her iPhone device. The iPhone can not recognize any ARLO devices.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

StephenB — Fri, 20 Aug 2021 15:40:02 GMT

@Brince wrote:

She signs in on her account on her iPhone device. The iPhone can not recognize any ARLO devices.

Does she see them if she logs into the same account with a PC browser (my.arlo.com)?

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

Brince — Thu, 26 Aug 2021 14:15:04 GMT

I contact ARLO support. See above. I believe ARLO has purposely disabled my wife’s camera and base station. Both devices are functional. I tried my.arlo.com on my PC, signed in to account, it searched for the base station and camera but could not find it either. Because both devices are functional, I believe ARLO has disabled them in retaliation for my not accepting their monthly plan. At least it appears that way. I sent a message back to ARLO support and they responded that they are assigning the problem to a tech. That was a week ago. No response.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

StephenB — Thu, 26 Aug 2021 15:55:10 GMT

@Brince wrote:

I tried my.arlo.com on my PC, signed in to account, it searched for the base station and camera but could not find it

Are you saying that you aren't able to log into your wife's account on my.arlo.com?

Or that you can log into her account, but no longer see her camera or base station?

"Add Device" from your account won't find her camera or base, since they are already in her account.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

Brince — Thu, 26 Aug 2021 17:27:13 GMT

I can log into my wife’s account on my.arlo.com. It asked to add a device. When I do, it will not recognize her base or camera. It stops looking after about 15-20 seconds saying “too much time.” When I go to Settings and Devices there are none. All of her other information on Profile is correct. Someone is manipulating the account because the second time I logged into her account today it did not send a verification code. My guess is ARLO is following this conversation as well.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

StephenB — Thu, 26 Aug 2021 19:10:49 GMT

@Brince wrote: ... the second time I logged into her account today it did not send a verification code.

If you select "trust" when you log into my.arlo.com, it won't require a verification code.

@Brince wrote: ... It asked to add a device.

On its own? Did you remove the camera/base from her account at some point?

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

Brince — Sat, 28 Aug 2021 14:51:15 GMT

ARLO now contends that the “problem” is with my router ports 80 and 443. They can not explain why my account with 5 cameras works from the same router but my wife’s 1 camera account will not. We believe ARLO is preventing her camera from being recognized through the ARLO App. Her base and her camera are functional. This is retaliation for not subscribing to their monthly plan.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

dcfox1 — Sat, 28 Aug 2021 19:47:12 GMT

@Brince wrote:
. This is retaliation for not subscribing to their monthly plan.

There are many people that have no subscription or cancelled it. So there s no "retaliation" for cancelling it except using the features included in the plan. Is you wife's 1 camera a Pro2 also? You never answered that when asked.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

Brince — Sun, 29 Aug 2021 02:42:43 GMT

My wife’s camera is also a Pro 2. Please read the entire string of postings and reply’s. It is retaliation as to my wife’s camera by ARLO for NOT subscribing. There are two separate accounts for 6 Pro 2’s, mine has 5, her’s has one. We never have subscribed, but were recently prompted to do so after someone added a 6th camera to my account, twice, then disabled all cameras, and said no cameras could be restored without a $9.95 per month subscription. My cameras were eventually restored. Her’s was not. ARLO has obviously disallowed her camera to be restored. The base and camera are functional but the app will not find the devices. No subscription is required for 5 cameras or less. So why is her’s prevented from being used?

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

Dannybear — Sun, 29 Aug 2021 09:10:58 GMT

This might not do anything but try changing the residential location on one of the accounts to see if you can get it to work.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

StephenB — Sun, 29 Aug 2021 10:15:37 GMT

@Brince wrote:

The base and camera are functional but the app will not find the devices.

Are you saying that the camera+base are no longer in her account and "add device" isn't finding them?

If so, did you remove the camera and base from her account at some point?

Or are you saying that the camera+base are in the account, but are showing up as off-line?

If so, is this also happening with my.arlo.com in a PC browser.

Also did you add the 6th camera to your account (the cause that triggered the problem)?

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

Brince — Sun, 29 Aug 2021 14:03:52 GMT

Please read the posting string of comments and replies. My account with 5 cameras and my wife’s account with one camera operated successfully for nearly two years until ARLO decide I must have a subscription ( in violation for their policy of allowing up to 5 free.) it started a couple of weeks ago when ARLO placed a 6th camera on my account (twice) and demanded I have subscription. They shut down all cameras. Mine were eventually restored, my wife’s camera was not. Now ARLO claims it is my router ports 80 and 443 causing my wife’s problem, without explanation of why the same router allows my 5 cameras to operate. ARLO is manipulating my wife’s account from the ARLO app.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

michaelkenward — Sun, 29 Aug 2021 16:34:09 GMT

@Brince wrote:

Please read the posting string of comments and replies.

People may well read all of this discussion, but they hit a stumbling block because they simply do not accept your basic premise. So they keep on asking questions and suggesting things that might explain what you see.

The idea that Arlo blocked you because you don't have a subscription will surprise the many users who happily use their systems without paying a penny.

So simply restating this without trying the vario0us suggestions, or answering questions from someone like @StephenB, who has fixed more user problems than is good for him, is not going to get you anywhere.

Their latest message has several unanswered and I, for one, still do not know how your two separate (?) systems are set up.

@Brince wrote:

....until ARLO decide I must have a subscription ( in violation for their policy of allowing up to 5 free.) it started a couple of weeks ago when ARLO placed a 6th camera on my account (twice) and demanded I have subscription.

Six separate cameras on two completely different systems just do not add up to a six-camera set up. That does not violate Arlo's "rules" and would not invoke the wrath of god, or the subscription department.

When facing this sort of seemingly intractable problem, I like to break it down to simple steps and gradually add complication until I pin down what is causing trouble.

Re: 6th camera was added and says "free trial" is over so all cameras are now offline?

Brince — Sun, 29 Aug 2021 17:08:05 GMT

My wife and I have separate accounts, my email and password and her email and password. All within ARLO’s guidelines of no more than 5 cameras per account. I have tried all suggested methods of reactivating my wife’s account to no avail. So, how does one explain, who would go on my account and add a sixth camera (twice), be able to disabled my cameras, then demand a monthly subscription fee? My wife’s devices are functional. I have switched cords, bases, unplugged, replugged, and reset. No one have been able to explain why my camera account works but my wife’s will not, both on the same router internet system. Given all of the above, I must conclude that the ones who control the App ( ARLO ) are retaliating and disabling my wife’s account.