topic Re: Adding user to Web Portal in Arlo Secure

Adding user to Web Portal

neonrt70 — Wed, 11 Oct 2023 15:21:21 GMT

When I add a user on the portal, it sends an invite. They go through the invitation, but when they login, they don't see any cameras from my organization even though I've given them access. When I look at their invitation, it still says pending. Any ideas? This used to work.

Re: Adding user to Web Portal

StephenB — Thu, 12 Oct 2023 00:01:28 GMT

@neonrt70 wrote:

When I look at their invitation, it still says pending. Any ideas? This used to work.

Are they doing this on a PC or on a phone?

It tends to work better on a PC.

Re: Adding user to Web Portal

neonrt70 — Wed, 18 Oct 2023 13:30:18 GMT

We tried both ways. It now says invitation accepted, but he still can't see any of the cameras. The strange part is that he is getting push notifications for the cameras he is assigned too, but he just can't see any of the cameras.

Re: Adding user to Web Portal

StephenB — Wed, 18 Oct 2023 15:51:37 GMT

@neonrt70 wrote:

The strange part is that he is getting push notifications for the cameras he is assigned too, but he just can't see any of the cameras.

There are two different user interfaces at the moment. The older one is "Library" - you'll see "Library" as an option in the app if you have that one. The newer one is called "Feed" - if you have that one, you will see "Feed" and "Dashboard" instead.

He is likely on the "Feed" interface, while you are on "Library". You will need to migrate to "Feed" in order for him to see the cameras.

You can do that by going into "add device" and starting to add a Pro 5s camera. Since you don't have that camera, the process can't be completed. But it will migrate you to "Feed".

There is no way to migrate back to "Library" once you've done this. There is one feature that is unfortunately not in "Feed" - and that is custom modes. Scheduling is also a bit different.

Re: Adding user to Web Portal

neonrt70 — Thu, 19 Oct 2023 12:12:11 GMT

Most of our cameras are Arlo Go cameras. It says they aren't currently supported without a firmware update, but I don't see one.

Re: Adding user to Web Portal

BrookeN — Tue, 24 Oct 2023 20:25:22 GMT

Please reach out to Arlo Support:

You get that by going in the support area of the app (not my.arlo.com), and selecting a camera in a subscription plan. Scroll down to the contact section, and you will see an option for phone support. It is available between 6 am and 6 pm US pacific time.