topic Locked out and being told I need to close that account Please help? in Arlo Secure

Locked out and being told I need to close that account Please help?

Serge61 — Thu, 20 Feb 2025 20:20:19 GMT

Hi,

The email address associated with my account was compromised. I had to kill that address. It doesn't exist anymore. I have a new email address that I'd change my account to, but I can't log in. The error message says that the email address or password is invalid. Or it wants to send the verification to the old email address. I can't change the email address to the new one or change the password because I can't log in. I've tried via the app and via the web, I can't log in.

Chat suggested I cancel the old plan with five months balance to be lost since they could not help me just change the email address, and give me a fresh login.

Any ideas?

Re: Locked out and being told I need to close that account Please help?

StephenB — Thu, 20 Feb 2025 20:39:23 GMT

@Serge61 wrote:

Or it wants to send the verification to the old email address. I can't change the email address to the new one or change the password because I can't log in. I've tried via the app and via the web, I can't log in.

Can you create a new email account that matches the old email address? Then change the Arlo email after you manage to log in.

Re: Locked out and being told I need to close that account Please help?

Serge61 — Sat, 22 Feb 2025 17:12:51 GMT

Unfortunately no. that email address is gone.

Re: Locked out and being told I need to close that account Please help?

BrookeN — Mon, 24 Feb 2025 16:02:29 GMT

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.