topic Why cannot use Arlo Secure service on shared cameras? in Arlo Secure

Why cannot use Arlo Secure service on shared cameras?

codewarrior — Fri, 04 Nov 2022 18:46:48 GMT

My wife purchased a set of Arlo 4 cameras and she setup an account on her phone then invited me. The free trail of Arlo Secure service ended few days ago, I just subscribed it but I saw 0 cameras participated since all cameras are shared cameras. We are in same household, how to transfer the subscription to her account or include the shared cameras? Thanks.

Re: Why cannot use Arlo Secure service on shared cameras?

Dannybear — Fri, 04 Nov 2022 19:59:04 GMT

The subscription plan needs to be applied using the account the cameras were imported to.

Just logout of your account and login using your partner’s credentials, have your partner accept the 2FA request and then purchase the subscription plan using her account.

She can also do this using her account as well.

Don’t forget to cancel your account subscription since it is applied to an empty account.

Re: Why cannot use Arlo Secure service on shared cameras?

codewarrior — Fri, 04 Nov 2022 20:00:26 GMT

How can I get a full refund?

Re: Why cannot use Arlo Secure service on shared cameras?

Dannybear — Fri, 04 Nov 2022 20:11:19 GMT

I don’t believe that arlo does full refunds, you could ask arlo customer support.

The workaround would be to have your partner remove the arlo equipment from her account and you import the cameras to your account to take advantage of your subscription status. Then grant her access from your account.

Re: Why cannot use Arlo Secure service on shared cameras?

codewarrior — Fri, 04 Nov 2022 20:40:03 GMT

Where can I find the phone number of customer support? Thanks. I only find chat option.

Re: Why cannot use Arlo Secure service on shared cameras?

Dannybear — Sat, 05 Nov 2022 01:35:04 GMT

Use the mobile app interface, go to settings, then support and select a device to view access options.

You will need to import one of the cameras to your account to let you access the support options.

Yes, it is ridiculous, just the arlo way of things.

Alternatively private message one of the arlo moderators here on the forum and ask your questions.

@JamesC or @ShayneS