topic Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription. in Arlo Secure

Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

arlocom00923209 — Tue, 23 Sep 2025 01:43:18 GMT

Setup is a VMB4000 with 3x Pro2 cameras and a AVD2001Aer1.4 wire free essential doorbell.

When I added the doorbell a couple of years ago, I added the Secure Single Camera subscription to get cloud storage.

A few months ago -because the doorbell rarely works- I removed it from the base station and re-added it over my own wifi network instead. Performance is slightly better, but still poor. Anyway, that's not the point. I continued to have cloud storage for a while, but then it disappeared.

I confirmed I have an active subscription and checked app, mobile web and desktop web to find the functionality to add the doorbell to the subscription, but can't find it anywhere.

"Arlo secure single camera(0)"

"0 of 4 camera(s) participating"

How do I do it?

Web viewApp view

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

jguerdat — Tue, 23 Sep 2025 14:20:49 GMT

You may need to cancel the existing subscription and immediately purchase a current one. That should prompt you to choose a camera to attach the plan to.

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

arlocom00923209 — Wed, 24 Sep 2025 19:18:56 GMT

If I unsubscribe, that will be the end. If a company of this scale can’t get the basics right, they can’t be trusted.

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

ShayneS — Wed, 24 Sep 2025 22:32:09 GMT

Hi @arlocom00923209

Thank you for the feedback. If I understand correctly, you were successfully subscribed to a single camera plan then you removed your device to re-onboard it directly to your network versus the base station and it lost the subscription it was connected to randomly?

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

ShayneS — Wed, 24 Sep 2025 22:37:16 GMT

I'm inquiring with the team for more information regarding this. I'll report back as soon as possible.

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

arlocom00923209 — Fri, 26 Sep 2025 09:17:15 GMT

Hi Shane, yes that is correct - but more importantly, there’s nowhere for me to add the camera back into to the subscription.

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

StephenB — Fri, 26 Sep 2025 12:25:42 GMT

@arlocom00923209 wrote:

but more importantly, there’s nowhere for me to add the camera back into to the subscription.

AFAIK, single camera subscriptions cannot be transfered. You have to cancel and then re-suscribe.

Though it's possible support can transfer them from their end.

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

ShayneS — Fri, 26 Sep 2025 18:17:07 GMT

@arlocom00923209

The team is looking in to this, I'll update you as soon as I have more to share.

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

ShayneS — Thu, 02 Oct 2025 19:25:20 GMT

Hi @arlocom00923209

Thank you for your patience while I investigate this. The team would like to confirm if you’re okay with canceling and resubscribing to your plan. This will ensure the doorbell is included, and we’ll provide a refund for the current month.

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

arlocom00923209 — Sat, 04 Oct 2025 06:44:56 GMT

I can’t re-subscribe to this plan:

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

ShayneS — Mon, 06 Oct 2025 18:15:07 GMT

@arlocom00923209

You don't see an option to cancel the single camera subscription specifically?

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

arlocom00923209 — Mon, 06 Oct 2025 18:24:09 GMT

Yes I can cancel it but it is warning me I won’t be able to resubscribe to the same plan in the future.

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

ShayneS — Mon, 06 Oct 2025 18:44:38 GMT

@arlocom00923209 Understood, let me inquire with the team regarding this and I will get back to you.

Re: Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

ShayneS — Fri, 24 Oct 2025 21:54:23 GMT

@arlocom00923209

Jeff from my team will be reaching out to you via email regarding this.