topic Billing Help in Arlo Secure

Billing Help

BillingHelp — Thu, 25 Aug 2022 23:32:55 GMT

I need help understanding billing. I am being charged $14.99 a month for my Arlo cameras, but when I click on subscriptions on the app or when logged in online it says I do not currently have any subscriptions.

1. What am I paying for and where can I see that and the invoices?

2. I want to change the payment source, but am unable since it says I don't have a subscription. Help?

Thanks.

Re: Billing Help

StephenB — Fri, 26 Aug 2022 10:22:31 GMT

@BillingHelp wrote:

I need help understanding billing. I am being charged $14.99 a month for my Arlo cameras, but when I click on subscriptions on the app or when logged in online it says I do not currently have any subscriptions.

1. What am I paying for and where can I see that and the invoices?

2. I want to change the payment source, but am unable since it says I don't have a subscription. Help?

Are you sure you are using the primary account (not a friend account)?

Do you have the subscription features?

Re: Billing Help

achanman18 — Sun, 28 Aug 2022 20:56:25 GMT

A similar problem is happened to me... I paid Arlo Secure subscription on 17 Aug, 2022 (recorded by my Paypal account), and when I logged in to the app via phone and web via desktop, Arlo is saying I don't have a subscription today (on 28 Aug, 2022). So, I went through the subscription process and the system charged me for another Arlo Secure payment as if I never had a subscription before. Did I get double charged for the month of August? How can I get a refund for one of these August charges?

Re: Billing Help

JamesC — Wed, 31 Aug 2022 21:34:26 GMT

achanman18,

If you feel there is an issue with the charges for your Arlo Secure subscription, I encourage you to reach out to the Arlo Support team within the mobile app under Settings > Support to further investigate the issue.

JamesC

Re: Billing Help

achanman18 — Wed, 31 Aug 2022 23:27:33 GMT

Your reference to Settings > Support is not useful since it takes me back to the three contacting options: Chat, Community, and Phone. The auto chat feature is not helpful for my specific billing issue. The community link takes me back to this forum. So, I finally decided to give them a call and talked to someone who wasn’t helpful either since she said she couldn’t look up all the details so she had to open up a case for me. While I appreciate Arlo is taking action to look into my billing issue, I feel that the underlying technical issue that unlinked my account to my subscription is not going to get addressed. We’ll see if i encounter this issue again, I guess.