topic Double billed in Arlo Secure

Double billed

jiivee — Tue, 31 Oct 2023 07:17:33 GMT

Hi there,

I'm being double billed with two transactions pending. Can this please be checked out?

Also, is this the only channel to get in contact with you?

Re: Double billed

BrookeN — Wed, 01 Nov 2023 19:38:30 GMT

Please reach out to support. You get to 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.

Re: Double billed

FontiFamily — Wed, 31 Jan 2024 18:15:54 GMT

Can you please just give us the number? There are no numbers posted anywhere in the app. We also just discovered that we have been being double-billed since last MARCH! We need to get this fixed and no one seems to be able to help. The "chat" function is completely useless. I need to speak with someone about this billing issue!

Re: Double billed

StephenB — Wed, 31 Jan 2024 18:35:05 GMT

@FontiFamily wrote:

Can you please just give us the number?

Arlo doesn't publish them (note I don't work for them).

Don't google for one, that will almost certainly lead you to a scam support site.

Re: Double billed

FontiFamily — Wed, 31 Jan 2024 18:42:21 GMT

I was afraid of that. I guess the only recourse is to cancel our subscription.

Re: Double billed

StephenB — Wed, 31 Jan 2024 18:44:23 GMT

@FontiFamily wrote:

I was afraid of that. I guess the only recourse is to cancel our subscription.

Is there a reason you can't use the phone support feature in the app???

Re: Double billed

FontiFamily — Wed, 31 Jan 2024 18:49:00 GMT

I cannot find any "Phone Support" option in the app.

Re: Double billed

StephenB — Wed, 31 Jan 2024 19:35:45 GMT

@FontiFamily wrote:

I cannot find any "Phone Support" option in the app.

If you see "Library" as a menu option in your app, then use these instructions:

https://kb.arlo.com/000062461/What-is-the-Support-Center-in-the-Arlo-App

If you see "Dashboard" and "Feed" instead, then use these instructions:

https://kb.arlo.com/000062993/What-is-the-Support-Center-in-the-Arlo-Secure-App-Arlo-Secure-4-0

With "feed" there is a pop-up that shows up when you go into the support center that you need to dismiss (touching the "x" in the upper right).

You also need to scroll down to see the "contacts" section.

As the two articles say, phone support is available from 6 am to 6 pm US pacific time.

Re: Double billed

BrookeN — Wed, 31 Jan 2024 20:03:54 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

Re: Double billed

FontiFamily — Thu, 01 Feb 2024 14:22:15 GMT

Close ticket.

Re: Double billed

ananegron674 — Sat, 17 Feb 2024 15:43:37 GMT

669-677-8950 I have been getting double billed since last January and theu didn't want to refund me. They only offered $9.99 refund from c the already $140 plus thr $155 I already paid please be careful and check your plans

Re: Double billed

ananegron674 — Sat, 17 Feb 2024 15:43:56 GMT

Re: Double billed

ananegron674 — Sat, 17 Feb 2024 15:45:10 GMT

Bilking number is 669-677-8950 I have been getting double billed since last January and theu didn't want to refund me. They only offered $9.99 refund from c the already $140 plus thr $155 I already paid please be careful and check your plans

Re: Double billed

BrookeN — Tue, 20 Feb 2024 17:20:07 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.