topic Re: unable to setup my Pro 5 2K cameras I have just purchased from Amazon in Arlo Pro 5S 2K

Unable to setup my Pro 5

GCJersey — Thu, 17 Oct 2024 20:56:05 GMT

Hi, It seems like I am unable to setup my Pro 5 2K cameras I have just purchased from Amazon. Arlo Secure app is not even giving me an option to select one. Only Pro 4 is available as latest hardware. Can someone help. Arlo Pro 5S 2K

Re: unable to setup my Pro 5 2K cameras I have just purchased from Amazon

jguerdat — Wed, 16 Oct 2024 14:21:55 GMT

Where are you located? I would expect the Pro 5 to be available worldwide by now. Make sure you have the latest app since old ones won't support new devices.

Re: unable to setup my Pro 5 2K cameras I have just purchased from Amazon

GCJersey — Wed, 16 Oct 2024 14:25:56 GMT

I am located in Jersey , Channel Islands- which is kind of part of UK. There is nothing mentioned on Arlo’s website or Amazon about any geographical limitations hence my surprise and disappointment.

Re: unable to setup my Pro 5 2K cameras I have just purchased from Amazon

jguerdat — Wed, 16 Oct 2024 14:29:08 GMT

The "kind of" may be the issue. This FAQ details where subscriptions are available but I can't be sure of more unusual locations such as yours:

https://kb.arlo.com/000062249/Where-is-Arlo-Secure-available

Did you reboot the phone and reinstall the app?

Re: unable to setup my Pro 5 2K cameras I have just purchased from Amazon

StephenB — Wed, 16 Oct 2024 14:29:12 GMT

@GCJersey wrote:

I am located in Jersey , Channel Islands- which is kind of part of UK. .

"Kind of" being the key phrase. I think this is similar to a US territory, so subscriptions might not be available there.

Do you have other Arlo cameras?

Re: unable to setup my Pro 5 2K cameras I have just purchased from Amazon

GCJersey — Wed, 16 Oct 2024 14:46:08 GMT

Just Pro 5s.
It’s not even about the subscription plan. I am jot even able to add the can to the app itself. All other Pro models are listed thou.

Re: unable to setup my Pro 5 2K cameras I have just purchased from Amazon

GCJersey — Wed, 16 Oct 2024 14:46:58 GMT

Yep. I have restarted the phone several times and that didn’t help.

Re: unable to setup my Pro 5 2K cameras I have just purchased from Amazon

StephenB — Thu, 17 Oct 2024 12:54:27 GMT

@GCJersey wrote:
It’s not even about the subscription plan. I am jot even able to add the can to the app itself. All other Pro models are listed thou.

Understood. Arlo only puts the Pro 5s on the list in places where they offer subscriptions for the camera. Hopefully they will change that soon.

One option is to set up a VPN that terminates in the UK, and set up a new account with that VPN in place. Then disconnect the VPN, and add the cameras to the new account.

(If you are traveling to the UK soon, then you could alternatively create the account there).