topic Re: Cant add Subscription - Purchase now doesn't work in Arlo Secure

Cant add Subscription - Purchase now doesn't work

curtisc3478 — Mon, 02 Aug 2021 13:38:35 GMT

I have been trying for a month to buy a subscription so i can see the videos on my phone / app. The page to add the subscriptions does nothing and there's a grey continue button at bottom. In have been on support chat three times, a hour each and they tell me someone will look into it. Different computers, different browsers, cleared cache, nothing makes this work.

these 1000 cameras are useless if I cant see the recorded activity... Never had such a hard time giving someone my money..

Anyone else know how to work around this?

Re: Cant add Subscription - Purchase now doesn't work

JamesC — Mon, 02 Aug 2021 16:43:28 GMT

curtisc3478,

Try clearing your browser cache and log back into your account. Use the following steps to select a subscription:

Log in to my.arlo.com and navigate to Settings > Subscription > Subscribe Now > Choose the desired plan and follow the subscription flow.

JamesC

Re: Cant add Subscription - Purchase now doesn't work

curtisc3478 — Mon, 02 Aug 2021 17:16:26 GMT

I have cleared, tried different computers, different browsers all of those things.

Re: Cant add Subscription - Purchase now doesn't work

JamesC — Mon, 02 Aug 2021 17:55:37 GMT

Could you provide a screenshot of the issue so we can better understand exactly what you're seeing when navigating through the subscription flow?

JamesC

Re: Cant add Subscription - Purchase now doesn't work

curtisc3478 — Mon, 02 Aug 2021 18:34:41 GMT

Sure, its attached to the original post.

Re: Cant add Subscription - Purchase now doesn't work

JamesC — Mon, 02 Aug 2021 18:43:50 GMT

Are you using this path? Log in to my.arlo.com and navigate to Settings > Subscription > Subscribe Now > Choose the desired plan and follow the subscription flow.

You should see a screen like the one below after tapping the subscribe now button. You can then select the desired plan and hit continue:

Re: Cant add Subscription - Purchase now doesn't work

curtisc3478 — Mon, 02 Aug 2021 18:49:23 GMT

My Arlo login -> Settings -> Subscription -> Arlo Secure Subscribe Now -> Any of the three plans when click the subscribe now, nothing happens. And there is a bar at bottom of screen that says Continue Greyed out that I cant click. Just like in the screenshot in first post.

Re: Cant add Subscription - Purchase now doesn't work

JamesC — Mon, 02 Aug 2021 18:52:33 GMT

curtisc3478,

Are you doing this from the mobile app? If so, try logging in from a computer using the my.arlo.com link i've provided above.

JamesC

Re: Cant add Subscription - Purchase now doesn't work

JamesC — Mon, 02 Aug 2021 19:09:38 GMT

After clicking Subscribe now, you should see 3 plan options like in the screenshot i've linked above. Is that not there for you? Select one of the plan options and then the continue button should be available.

JamesC

Re: Cant add Subscription - Purchase now doesn't work

curtisc3478 — Mon, 02 Aug 2021 19:15:30 GMT

Not from App. App just says goto web to manage subscriptions

Re: Cant add Subscription - Purchase now doesn't work

curtisc3478 — Mon, 02 Aug 2021 19:16:32 GMT

Yes the three plans are there for me, just like the screenshot i attached to post one shows. Nothing happens when i click any of them

Re: Cant add Subscription - Purchase now doesn't work

JamesC — Mon, 02 Aug 2021 19:22:37 GMT

Okay sounds like there is a bug. I've escalated this to the development team for further investigation.

JamesC

Re: Cant add Subscription - Purchase now doesn't work

Legends92 — Mon, 09 Aug 2021 11:15:19 GMT

I’m having the exact same issue.

https://community.arlo.com/t5/Arlo-Smart/Unable-to-update-to-Secure-Plan-Plus/m-p/1829732/highlight/false

Re: Cant add Subscription - Purchase now doesn't work

curtisc3478 — Tue, 10 Aug 2021 12:20:17 GMT

I have created tickets, never even get a single response. I'm mind blown about this issue. Your biggest down fall in the marketplace is a subscription model, and you don't even have one people can buy if they choose to look at your product over non subscription models.

I sold these cameras on FB marketplace and bought blink cameras. Work perfect, no support issues. Thanks Arlo for pushing me to them!

Re: Cant add Subscription - Purchase now doesn't work

Retired_Member — Tue, 02 Nov 2021 18:06:23 GMT

I am having similar issues . I went through the sign up process on my.arlo.com and after entering my cc info and accepting the terms of service....nothing. No feedback or errors. Please fix the bug unless you don't want my money then let me know so I can go with another security company.

Re: Cant add Subscription - Purchase now doesn't work

Spcp — Wed, 17 Nov 2021 01:18:44 GMT

I have tried every suggestion in these posts and Nothing allows me to purchase a subscription. I eve tried chat and that was useless. Tried through my settings and that was useless. How do I subscribe for goodness sakes. Doesn’t Arlo want me to subscribe?

Re: Cant add Subscription - Purchase now doesn't work

JamesC — Fri, 19 Nov 2021 18:35:19 GMT

Spcp,

Do you live somewhere subscriptions are not available? Take a look here for a list of eligible countries: What are the available Arlo subscription plans and how much cloud recording is available?

JamesC

Re: Cant add Subscription - Purchase now doesn't work

Rkay321 — Sat, 20 Nov 2021 11:34:23 GMT

Curtisc, the issues you are having are not you. The Arlo ‘Web’ interface is having a ton of issues.

i have called arlo and its a waste of time talking to level 1 support. I provided all the screen shots and details regarding these issues. Let me know if you see similar ones.

(All of these issues are on the Web browser)

1. Arlo go 1 cameras are asking for a SIMM card to be installed, new issue as the camera has been active for years, i tried rebooting the camera doesn’t work, again the camera is ok in App

2. No camera is able to live stream, as It times out.

3. Cannot add a camera to my subscription for notications from an inactive list

4. Inactive list does not show all my cameras

5. My subscription is way out of date, shows August 31 as the last date of renewal

6. As you probably know you cannot add a camera for subscription in the App, only in the Web.

my conclusion is Arlo is either undergoing a Hack, or is completely redoing the Website, mainly due to the Arlo GO for both cases…. I’m betting on a hack from a competitor, because this is a disaster looming if its not fixed soon. Arlo sales will plummet

i love the product, but this is a major blow to my confidence

FIX IT ARLO!

Re: Cant add Subscription - Purchase now doesn't work

Rkay321 — Sat, 20 Nov 2021 12:53:59 GMT

Update. I updated my subscription to unlimited and removed 911 calling. It’s For the same price 9.99. and it solved most of my issues. I can now see all my cameras in Subscription, (in the App) looks like they are removing the section Active and UnActive , also when i upgraded, it charges me a prorated usage for the month. .

Re: Cant add Subscription - Purchase now doesn't work

Spcp — Sun, 21 Nov 2021 01:40:59 GMT

That was not the issue. I have IOS and your system only supports android. Also the link provided by Arlo doesn’t work either.