topic Re: Unable to update to Secure Plan Plus in Arlo Secure

Unable to update to Secure Plan Plus

Legends92 — Sat, 07 Aug 2021 02:24:13 GMT

I currently have nine cameras subscribed to the old plan. Trying to update my plan. When I click on the Subscribe Now button, nothing happens. I tried two different computers and two different browsers. Any suggestions?

Re: Unable to update to Secure Plan Plus

jguerdat — Sat, 07 Aug 2021 14:10:13 GMT

Try removing the existing subscription(s) and then subscribe fresh.

Re: Unable to update to Secure Plan Plus

Legends92 — Sat, 07 Aug 2021 14:15:26 GMT

I’ll do it as a last resort. Raised a case with support. Let’s see what they recommend.

Re: Unable to update to Secure Plan Plus

Legends92 — Sat, 07 Aug 2021 14:16:50 GMT

Support just got back to me with the following:

“After checking, our team informed that we have this issue already reported and we are working on it and once we get an update we will keep you posted.”

Re: Unable to update to Secure Plan Plus

dcfox1 — Sat, 07 Aug 2021 18:03:22 GMT

@Legends92 I just upgraded several hours ago and it went through. To the right of my current sub I clicked "change plan" link (not the upgrade now button) and proceeded from there.

Re: Unable to update to Secure Plan Plus

Legends92 — Sat, 07 Aug 2021 17:58:38 GMT

Yup, Chrome/Safari on iPhone. Chrome on Mac and Chrome/Edge on Windows.

Re: Unable to update to Secure Plan Plus

dcfox1 — Sat, 07 Aug 2021 18:05:23 GMT

Did you select the change plan link instead of the subscribe now button at the start?

Re: Unable to update to Secure Plan Plus

Legends92 — Sat, 07 Aug 2021 18:05:52 GMT

This is what happens when using Chrome on the iPhone. It never stops clocking.

Re: Unable to update to Secure Plan Plus

Legends92 — Sat, 07 Aug 2021 18:08:15 GMT

Yup, first click on Change Plan then attempt to subscribe.

Re: Unable to update to Secure Plan Plus

dcfox1 — Sat, 07 Aug 2021 18:09:25 GMT

Weird, worked here on window PC with Edge just hours ago.

Re: Unable to update to Secure Plan Plus

StephenB — Sat, 07 Aug 2021 20:35:37 GMT

@dcfox1 wrote:

Weird, worked here on window PC with Edge just hours ago.

@Legends92 : I suggest trying this on a PC using my.arlo.com (either Mac or Windows).

Re: Unable to update to Secure Plan Plus

Legends92 — Sat, 07 Aug 2021 20:37:28 GMT

As stated earlier, I have tried Chrome on Mac and Chrome/Edge on Windows.

Re: Unable to update to Secure Plan Plus

StephenB — Sat, 07 Aug 2021 20:39:26 GMT

@Legends92 wrote:
As stated earlier, I have tried Chrome on Mac and Chrome/Edge on Windows.

Sorry, it's a long thread now, and I missed that. Change Plan of course ought to work.

Re: Unable to update to Secure Plan Plus

Legends92 — Mon, 09 Aug 2021 12:11:22 GMT

Can Arlo on my behalf change my plan? I can be saving money, but I’m now waiting for someone to fix the issue, which who knows how long it will take.

Re: Unable to update to Secure Plan Plus

Legends92 — Wed, 11 Aug 2021 22:35:04 GMT

Support is now telling me that I must first cancel my current plans before purchasing the new plan.

I just attempted to cancel and now I'm stuck where the 'Cancel Subscription' button does nothing.

This is such a joke now.

Re: Unable to update to Secure Plan Plus

Legends92 — Fri, 13 Aug 2021 16:38:43 GMT

Can someone please take a look at the attached screenshot and tell me if the error message means anything?

Still waiting for Arlo support to get back to me.

Re: Unable to update to Secure Plan Plus

dcfox1 — Fri, 13 Aug 2021 19:46:33 GMT

There seems to a lot of that recently and the user's first post the day joined.

Re: Unable to update to Secure Plan Plus

Legends92 — Sat, 14 Aug 2021 16:39:56 GMT

@JamesC - Do you by chance have any contacts at Arlo? I keep on updating my ticket with additional details, but no one is getting back to me.

Also, do you know if someone at Arlo via phone can change my subscription? I asked that question to Arlo support, but have not yet received a response.

Lastly, what other options do you think I have besides Arlo support? You think I should email someone higher up the corporate channel?

Re: Unable to update to Secure Plan Plus

LandJS — Sat, 14 Aug 2021 16:46:26 GMT

I also just updated my plan a few min ago using the MyArlo on my PC. Trouble free and took about 2 mins probably faster had I remembered to check the I agree button first.

Re: Unable to update to Secure Plan Plus

Legends92 — Sat, 14 Aug 2021 16:49:01 GMT

I'm certain it has something to do with my specific subscription.

I have eliminated the browser as I have tried it on:

Safari and Chrome on iPhone
Chrome and Edge on Windows 10
Chrome on Mac