topic Re: I have a new email and a new phone in Arlo Pro 3

I have a new email and a new phone

David1972 — Sun, 02 Jul 2023 01:27:05 GMT

I have a new phone and no longer have access to the email account that was used to create my Arlo account. I know my username and password but cannot gain access to my account as Arlo does not recognize my new phone. Is there any way for me to get access to my account or am i I permanently unable to gain access and will have to close that account, cancel my subscription and have to create a brand new account?

Re: I have a new email and a new phone

JamesC — Wed, 05 Jul 2023 18:11:15 GMT

David1972,

When attempting to log in, you should be prompted with an option to try another verification method. For more information on two-step verification, see here: https://kb.arlo.com/000062288/What-is-two-step-verification-and-how-do-I-set-it-up

JamesC

Re: I have a new email and a new phone

David1972 — Thu, 06 Jul 2023 02:38:48 GMT

Thank you for the response. The challenge I have is that the only methods of the 2FA are to the email account I can no longer access and to two iPhones which have been discarded. But I know my username and password and any other information associated with my account. Is there a way that an Arlo rep could update my email so that I can complete the 2FA? Or am I permanently locked out of my account?

Re: I have a new email and a new phone

David1972 — Fri, 07 Jul 2023 21:35:32 GMT

Hello, did you see my question to the response?

Re: I have a new email and a new phone

JamesC — Tue, 11 Jul 2023 20:29:25 GMT

We're unable to make any changes to the email address/login information on the account. You need to have access to the email account to make changes to the login information.

JamesC

Re: I have a new email and a new phone

RNZ — Thu, 03 Aug 2023 21:12:48 GMT

we are having same problem. Old email account to which we no longer have access. 2nd way to verify was a phone number which is not receiving the code when we try to "use a different verification method." We don't think that phone number has changed (though the phone has been replaced several times) but it is not receiving the code. We just want to re-set the camera and start using it under the new account we created using our active email. Seems like we should be able to do that -- reset the camera somehow as if it were new? (we don't need access to past recordings). Any advice?