topic Re: Plan Changes in Arlo Secure

Plan Changes button is greyed out

tmg2714 — Mon, 21 Mar 2022 18:27:12 GMT

We have a Smart plan and want to change the plan. The change plan button is greyed out and can't do anything. Arlo are still happy to take my money though. Anyone else having this issue?

Re: Plan Changes

StephenB — Sat, 19 Mar 2022 10:37:03 GMT

@tmg2714 wrote:

We have a Smart plan and want to change the plan. The change plan button is greyed out and can't do anything. Arlo are still happy to take my money though. Anyone else having this issue?

Might make sense to contact support on this (using the support options in the app).

You could try cancelling the Smart plan, and then see if you can subscribe to secure. But if it stays greyed out, you'd end up with no plan.

Re: Plan Changes

JamesC — Mon, 21 Mar 2022 18:27:44 GMT

tmg2714,

Could you provide a screenshot of what you're seeing?

JamesC

Re: Plan Changes

BellEnt — Tue, 12 Apr 2022 09:32:58 GMT

I have same issue. Change Plan button grayed out. When I click resume subscription just shows null in orange at top. I logged a ticket with support weeks ago, sent them lots of pictures of the issue. They tell me has been escalated and only can wait. What a joke. What a waste of money. I have 3 useless cameras until this issue is resolved. Just need to change my plan, why so hard? Any suggestions?

Re: Plan Changes

StephenB — Tue, 12 Apr 2022 11:02:28 GMT

@BellEnt wrote:
I have same issue. Change Plan button grayed out. When I click resume subscription just shows null in orange at top.

Did you try canceling the existing plan, and then re-subscribing?

Re: Plan Changes

BellEnt — Tue, 12 Apr 2022 11:47:20 GMT

I don't have a button to cancel. I attached picture. This is all I can see.

Re: Plan Changes

StephenB — Tue, 12 Apr 2022 11:57:21 GMT

@BellEnt wrote:
I don't have a button to cancel. I attached picture. This is all I can see.

Tagging the mods ( @JamesC and @ShayneS ) to see if they can assist.

Re: Plan Changes

JamesC — Tue, 12 Apr 2022 18:54:06 GMT

BellEnt,

I will review your support ticket and request a status update.

JamesC

Re: Plan Changes

BellEnt — Tue, 12 Apr 2022 21:49:07 GMT

Thanks JamesC. I would appreciate that. As no one from support chat is able to help me at all. They keep telling me it has been already escalated and nothing more to do but wait.

Re: Plan Changes

BellEnt — Wed, 13 Apr 2022 20:38:21 GMT

@JamesC - were you able to find my ticket? It should be one of these (42988693, 42987446, 42987510) they are all same. Chat support kept opening new cases every time I contacted them about same issue. Thanks

Re: Plan Changes

JamesC — Wed, 13 Apr 2022 20:42:01 GMT

Yes. I don't have any new information at this time. The escalation is still pending.

JamesC

Re: Plan Changes

BellEnt — Mon, 18 Apr 2022 19:32:55 GMT

The last support rep said they would call me today about my issue. I did not recieve a call so, I reached out again to support today. The rep today asked me same stupid questions about the issue I was having, i already gave 10 previous reps same info, same pictures. Rep tld me my case was escalated. I already know that! It was "escalated" a week ago....so obviously I have a different defintion of "escalation". How long I have to wait for? Months? Years? Ridiculous.

Re: Plan Changes

BellEnt — Wed, 20 Apr 2022 14:31:52 GMT

@JamesC today when i contacted support today, they opened yet another case 43000270 and said would escalate. This has been going on for weeks now, still no resolution. Arlo support is useless. Any ideas to get this resolved?