topic Paying, no camera recording. in Arlo Secure

Paying, no camera recording.

BP8267 — Thu, 26 Oct 2023 02:03:00 GMT

My PayPal account is being drafted for the single camera subscription. App is saying I can't record and need to subscribe. How can this be fixed?

Re: Paying, no camera recording.

StephenB — Thu, 26 Oct 2023 10:34:17 GMT

@BP8267 wrote:

My PayPal account is being drafted for the single camera subscription. App is saying I can't record and need to subscribe. How can this be fixed?

Have you looked at the subscription status in the app (to confirm that the camera is in the subscription plan).

Re: Paying, no camera recording.

BP8267 — Thu, 26 Oct 2023 11:38:11 GMT

I belive I have. I go to the camera (doorbell) and when I follow the "subscription" link it takes me to the sign up page.

We haven't been arming the camera until lately. When I went to the rules I noticed the record was grayed out.

I did check my PayPal to see if something went wrong with the payment, but last draft was October.

Re: Paying, no camera recording.

StephenB — Thu, 26 Oct 2023 12:10:01 GMT

@BP8267 wrote:

I belive I have. I go to the camera (doorbell) and when I follow the "subscription" link it takes me to the sign up page.

We haven't been arming the camera until lately. When I went to the rules I noticed the record was grayed out.

I did check my PayPal to see if something went wrong with the payment, but last draft was October.

Maybe see if you have the phone support option in the support area of the app. If you do, you could reach out directly to arlo support.

I'm tagging @JamesC as he could also assist.

Re: Paying, no camera recording.

BP8267 — Thu, 26 Oct 2023 12:51:07 GMT

I actually tried that last night. I assume because it's not recognizing that I have a subscription, it says phone support is not available. I'm sure it's a simple fix, but of course things happen at the wrong time and I'm really looking for it to record. Thank you!

Re: Paying, no camera recording.

StephenB — Thu, 26 Oct 2023 17:59:30 GMT

@BP8267 wrote:

I actually tried that last night. I assume because it's not recognizing that I have a subscription, it says phone support is not available.

It's only available between 6 am and 6 pm US pacific time. If you tried outside of those hours, then it might be worth trying again.

Re: Paying, no camera recording.

ShayneS — Fri, 27 Oct 2023 17:00:46 GMT

Hi @BP8267

Are you still experiencing this?