topic Re: Locked Out Of Account For Months in Arlo Pro 3

Locked Out Of Account For Months

LisaConner — Thu, 24 Aug 2023 14:53:42 GMT

I am a paid subscriber and have been for years. My mobile phone died and can't be repaired. I bought a new phone and now I can't login to my Arlo account. I know my username and password, but then I am prompted for MFA. The only two choices are to send a push notification to my old device (which I can't access) or to receive an email, which I never get. There is no option for receiving an SMS to the number I still have. I receive sales emails from Arlo all of the time. I added the 'alerts@arlo.com' email to my safe senders list, but I do NOT receive the emails and they are not in 'junk' either. I am stuck in an endless loop. I tried using the chatbot and it is completely useless. I need to speak to someone who can assist me with these MFA issues.

Re: Locked Out Of Account For Months

JamesC — Fri, 25 Aug 2023 18:08:33 GMT

LisaConner,

I've escalated the details you've provided here to the care team. An agent will reach out to you to gather more information as soon as possible.

JamesC

Re: Locked Out Of Account For Months

Arlo1542 — Tue, 26 Sep 2023 23:01:57 GMT

I have the same problem. Tried chat which has been helpless. Any information for contact to reset MFA will be appreciated.

Thanks.

Re: Locked Out Of Account For Months

Arlo1542 — Tue, 26 Sep 2023 23:05:58 GMT

JamesC,

If you can get me connected with someone to reset MFA, it will be great. I need login to update payment information. Arlo is not paid w/o the update.

Thanks,

Re: Locked Out Of Account For Months

JamesC — Thu, 28 Sep 2023 17:25:45 GMT

Arlo1542,

I've escalated the details you've provided here to the care team. An agent will reach out to you to gather more information as soon as possible.

JamesC

Re: Locked Out Of Account For Months

Easty40 — Thu, 15 Feb 2024 01:12:59 GMT

I'm locked out of my account also ,and email ? Please help?