topic Re: Can't assign a plan to a new location in Arlo Pro 3

Can't assign a plan to a new 4th location

Johnfj40 — Fri, 23 Feb 2024 21:06:38 GMT

Hello, I have three locations set up, each with a plan, and I just created a fourth location. After I assign a plan to it and click Agree and Confirm Payment the message "Same gateway is present at multiple location" is displayed at the top of the screen and won't save the plan for the fourth location. Anyone know how to fix this?

Re: Can't assign a plan to a new location

jguerdat — Tue, 20 Feb 2024 15:00:22 GMT

Are the locations truly separate, perhaps each using a different router? @JamesC , @ShayneS , @BrookeN may be able to help or use the app to go to Settings, Support and choose a camera. Scroll down to Contacts to see what official support may offer.

Re: Can't assign a plan to a new location

Johnfj40 — Wed, 21 Feb 2024 20:25:53 GMT

Yes, they are different locations. They're all different buildings in two cities.

Re: Can't assign a plan to a new location

jguerdat — Thu, 22 Feb 2024 14:23:27 GMT

It may be that there's a limit as to the number of locations but someone at Arlo will need to confirm that.

Re: Can't assign a plan to a new location

ShayneS — Fri, 23 Feb 2024 21:06:09 GMT

Hi @Johnfj40

Are you still experiencing this? Is it possible to provide a screenshot of the messaging that's displayed?

Thanks

Re: Can't assign a plan to a new location

Johnfj40 — Wed, 28 Feb 2024 22:53:10 GMT

Hello, yes I'm still experiencing the problem. The first screenshot shows that I've chosen a plan for the MLK location. The ORO location already has a plan. When I click CONTINUE I receive the message in orange in the second screenshot.

Re: Can't assign a plan to a new location

Johnfj40 — Wed, 28 Feb 2024 22:55:08 GMT

It's hard to read but the message states "Same gateway is present at multiple location".

Re: Can't assign a plan to a new location

ShayneS — Thu, 29 Feb 2024 17:21:01 GMT

@Johnfj40

Thank you for the detailed info. I have escalated this for you and someone from Support will be reaching out as soon as possible.

Re: Can't assign a plan to a new location

Johnfj40 — Fri, 15 Mar 2024 18:20:51 GMT

Hi Shane,

Could you please escalate this again? I didn't realize my old e-mail was associated with this account so by the time I saw it they had closed the case. Sorry and thanks, John

Re: Can't assign a plan to a new location

ShayneS — Fri, 15 Mar 2024 22:36:11 GMT

@Johnfj40 I notified the team. You should be contacted soon.

Re: Can't assign a plan to a new location

Johnfj40 — Thu, 21 Mar 2024 17:48:39 GMT

Hi Shane, I haven't been contacted yet. I have been checking that e-mail every day.

Thanks,

John