topic Arlo Ultra 2 (2 Cam w/ Hub) New phone gets error when attempting to add as trusted device. in Arlo Pro 2

IPhone 14 pro max unable to add to trusted devices

Jmatteo — Sun, 04 Dec 2022 08:54:36 GMT

I just purchased a new iPhone and I keep receiving the unable to add trusted device error. I thought this was resolved months ago. The device is completely new, not reloaded from iCloud and I made a unique name for it as well so there is no duplication.

Trusted device issues

Jdavis03 — Fri, 05 Aug 2022 14:49:43 GMT

I have recently bought a new iPhone and cannot get my devices to trust my new phone. The two options I have for verification are via text or email. The text, even though I have the same phone number, is being sent to my “old” phone that has been reset and is not in my possession any longer. When I try the email verification I do not receive any emails regarding verification(yes, I have checked the junk mail as well). This is not a problem with my email account seeing as I receive emails constantly and have even received other Arlo specific emails, just not the verification email. Has anyone else had this issue?

Re: Trusted device issues

ShayneS — Tue, 09 Aug 2022 17:55:37 GMT

Hey Jdavis03

I just escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 43124524

Arlo doesn’t recognize my iPhone 14

Mstauring — Wed, 12 Oct 2022 16:01:30 GMT

I recently upgraded to an iPhone 14. My account is a friend on Arlo. When I log into Arlo I receive a message that Arlo does not recognize my device. When I select a different device it still shows my iPhone 11. I’ve deleted and reinstalled the app more times than I can count. I rebooted the phone several times. My husband deleted me as a user and reinvited me several times. Very frustrating

Re: Arlo doesn’t recognize my iPhone 14

ShayneS — Thu, 13 Oct 2022 22:59:45 GMT

Can you provide a screenshot of the error message. Do you have the latest version of the Arlo app and iOS on your device?

Re: Arlo doesn’t recognize my iPhone 14

Mstauring — Fri, 14 Oct 2022 20:14:49 GMT

OS is 16.0.2

i upgraded from An iPhone 11 to a 14

I assume I have the latest Arlo version. I’ve deleted and reinstalled the app several times

screen shot below. Also when I select another method, the iPhone 11 shows up and not the 14

Re: Arlo doesn’t recognize my iPhone 14

Mstauring — Fri, 14 Oct 2022 21:32:45 GMT

This has been resolved. We reached out to Arlo tech support. Thank you

Re: Arlo doesn’t recognize my iPhone 14

ShayneS — Mon, 17 Oct 2022 18:09:57 GMT

Thanks for the update.

Re: Arlo doesn’t recognize my iPhone 14

Amieb918 — Tue, 18 Oct 2022 19:41:26 GMT

Have same issue with my new iPhone 14pro. Please advise!

Re: Arlo doesn’t recognize my iPhone 14

ShayneS — Tue, 18 Oct 2022 22:07:13 GMT

@Amieb918

May I ask which troubleshooting steps you have performed so far? I don't want to suggest anything you have previously performed.

Re: Arlo doesn’t recognize my iPhone 14

Amieb918 — Tue, 18 Oct 2022 22:16:06 GMT

I have deleted the app and downloaded new, changed password, refreshed browser, cleared cookies, restarted device. I can’t sign into my Arlo on my computer either, says same thing, so I can’t go there to access more help. Have done all they requested on chat.

Re: Arlo doesn’t recognize my iPhone 14

ShayneS — Tue, 18 Oct 2022 22:31:54 GMT

@Amieb918

This is a newly added phone correct?

Re: Arlo doesn’t recognize my iPhone 14

Amieb918 — Tue, 18 Oct 2022 22:34:33 GMT

Yes got it yesterday, iPhone 14Pro

Re: Arlo doesn’t recognize my iPhone 14

ShayneS — Wed, 19 Oct 2022 17:11:12 GMT

Have you tried the "Try another verification method" option?

Re: Arlo doesn’t recognize my iPhone 14

GeauxTigers_Dan — Wed, 09 Nov 2022 16:11:04 GMT

How did you get number for Tech support ? Please help !

Re: Arlo doesn’t recognize my iPhone 14

StephenB — Thu, 10 Nov 2022 11:23:31 GMT

@GeauxTigers_Dan wrote:

How did you get number for Tech support ? Please help !

You need a subscription for phone support. The normal process is to go into the subscription area of the app, select a subscribed camera (doesn't matter which one). Scroll down to "Contact" and you'll see a phone option.

Don't google for a phone number, that doesn't work (and almost always leads to a scam support site).

What specific problem(s) are you having?

Re: Trusted device issues

MPDamon — Wed, 30 Nov 2022 21:26:29 GMT

I'm having the same issue.

Re: Trusted device issues

ShayneS — Fri, 02 Dec 2022 21:19:21 GMT

@MPDamon

Are you still experiencing this?

Re: IPhone 14 pro max unable to add to trusted devices

ShayneS — Tue, 06 Dec 2022 19:12:13 GMT

Do you happen to have a screenshot of the error message?

Re: IPhone 14 pro max unable to add to trusted devices

Jingru — Tue, 06 Dec 2022 19:37:44 GMT

I have the same issue, and this is how it looks like. iOS 16.1.2 is my current operating system.