topic Re: Smart plan in Arlo Smart

Auto upgraded to Smart Subscription

Carl-reuter — Thu, 23 May 2019 20:53:55 GMT

Why was I upgraded to Arlo Smart eith the May 21, 2019 upgrade? I have not asked for it and I am pretty sure that Arlo will either let me pay for it or hinder me from getting back to the free subscription. Anyone?

Re: Auto upgraded to Smart Subscription

ShayneS — Thu, 23 May 2019 22:34:07 GMT

@Carl-reuter

Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support

Re: Auto upgraded to Smart Subscription

BenMere — Fri, 24 May 2019 01:04:56 GMT

Yes. I saw that also this morning that in the app. I check on my.arlo.com and it says I’m on the free plan but in the app in has me on smart subscription.

Re: Auto upgraded to Smart Subscription

Amati5 — Fri, 24 May 2019 01:59:25 GMT

Same here. I found out after having a problem viewing the recorded video. It kept say something like “operation not complete”. When I looked around I saw an orange dot next to setting button. Clicked on it ant it showed subscribed to Smart Arlo. When I clicked on “basic” the app shut down. I know they have been pushing for Arlo Smart but they can’t change my settings like that.

@Carl-reuter wrote:
Why was I upgraded to Arlo Smart eith the May 21, 2019 upgrade? I have not asked for it and I am pretty sure that Arlo will either let me pay for it or hinder me from getting back to the free subscription. Anyone?

Re: Auto upgraded to Smart Subscription

Carl-reuter — Fri, 24 May 2019 05:32:57 GMT

Well, the first thing stated on the support page is to check the community - so......

Also, why can’t you contact by mail?

Re: Auto upgraded to Smart Subscription

shkang81 — Fri, 24 May 2019 10:50:33 GMT

Exactly the same issue. I’ve had 5 cameras with free plan for many years, and just noticed that now it’s changed to “smart” plan without my consent. I don’t have any credit card info on my account, so not sure how they will charge me if they do. However, I saw this chart: https://kb.arlo.com/000062163/Where-is-the-Basic-Subscription-plan

According to this chart, Smart plan is per camera basis, so if you don’t add any cameras to the Smart plan, you shouldn’t get charged—basically the old free plan. But this is a very sneaky way of getting someone on the plan.

Re: Auto upgraded to Smart Subscription

Carl-reuter — Fri, 24 May 2019 11:41:51 GMT

Thanks. Very sneaky indeed. Arlo is not the same company anymore....

Tried to send my comments to them through technical support (mail): Entered all they info, hit send and was shown a popup stating: "The was a technical error when submitting you request. Please contact technical support".....It is just laughable!

@shkang81 wrote:
Exactly the same issue. I’ve had 5 cameras with free plan for many years, and just noticed that now it’s changed to “smart” plan without my consent. I don’t have any credit card info on my account, so not sure how they will charge me if they do. However, I saw this chart: https://kb.arlo.com/000062163/Where-is-the-Basic-Subscription-plan

According to this chart, Smart plan is per camera basis, so if you don’t add any cameras to the Smart plan, you shouldn’t get charged—basically the old free plan. But this is a very sneaky way of getting someone on the plan.

Re: Auto upgraded to Smart Subscription

ShayneS — Fri, 24 May 2019 16:54:21 GMT

Do you see the same subscription status using the web client and the mobile app?

Re: Auto upgraded to Smart Subscription

BenMere — Fri, 24 May 2019 17:36:34 GMT

Web says basic plan but the app has smart plan features to enable like if I had paid for it.

Re: Auto upgraded to Smart Subscription

ShayneS — Fri, 24 May 2019 17:53:36 GMT

Hello Everyone,

I have a few initial questions regarding the reports on this issue.

1.Do you see the same subscription status using the web client and the mobile app?

2. Is this issue occurring on Android or IOS?

Re: Auto upgraded to Smart Subscription

shkang81 — Fri, 24 May 2019 18:09:23 GMT

1.Do you see the same subscription status using the web client and the mobile app?

—> No. Web client shows ‘no smart plan added’ whereas the mobile app says ‘current subscriptions and plan: Arlo Smart’

2. Is this issue occurring on Android or IOS?
—> I’m using IOS

Re: Auto upgraded to Smart Subscription

BenMere — Fri, 24 May 2019 18:12:55 GMT

It’s different, web client shows basic. iOS app shows smart plan features and settings. It has the e911 and phone a friend features. It has the little orange dot and the menu icon.

@ShayneS wrote:

Hello Everyone,

I have a few initial questions regarding the reports on this issue.

1.Do you see the same subscription status using the web client and the mobile app?

2. Is this issue occurring on Android or IOS?

Re: Auto upgraded to Smart Subscription

Carl-reuter — Fri, 24 May 2019 22:04:29 GMT

It is IOS (Iphone). Web shows Basic but app shows Smart

Re: Auto upgraded to Smart Subscription

ShayneS — Fri, 24 May 2019 22:15:50 GMT

The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

Re: Auto upgraded to Smart Subscription

Amati5 — Sat, 25 May 2019 00:08:00 GMT

Haven’t had a chance to look on my laptop yet but my Mobil app(iOS) show Arlo Smart

Arlo Smart Plan ? I didn’t sign up for it

officialuseonly — Sat, 25 May 2019 06:04:38 GMT

I recently logged into my Arlo app and found multiple new options....and then figured out that somehow my account was now on a Arlo Smart subscription without my knowledge.

Anyone else have this mysterious issue pop up?

Mods - how can I unsubscribe from this. I don’t need your paid service.

I have a basic plan but app says smart

Australien — Sat, 25 May 2019 07:20:28 GMT

Hi dear community, it was a while ago all the problems stopped keeping the basic plan and suddenly everything is bad again! Since 2 days the app shows that I have Arlo smart but functions don’t work, parcel detection when ticked kicks me out of the app, geofencing shows all correctly when I’m in and out but doesn’t work properly so I record myself even if it says I’m home coming into the house. I’m so disappointed and it’s a joke spending so much money in this bad product. I have 5 cams, 1 door bell, 1 chime, 1 light. I have done everything what the support ask me to do and it’s not fixed. I deinstalled and installed new, I logged in in different devices and and and. I’m honestly sick of playing the dummy and testing your half ready products out and spending for this lots of money too. If the products are not fully tested or you update a software you should be really sure that this is ready for your customers. I really want a solution because the safety of my home is unfortunately depending on your slow and faulty service.

Re: I have a basic plan but app says smart

Dannybear — Sat, 25 May 2019 11:24:41 GMT

Same for the smart plan as you.

Re: Arlo Smart Plan ? I didn’t sign up for it

michaelkenward — Sat, 25 May 2019 16:38:45 GMT

What cameras do you have?

Re: Arlo Smart Plan ? I didn’t sign up for it

officialuseonly — Sat, 25 May 2019 22:26:12 GMT

Arlo Pro - they were purchased 8 months ago and replaced my 1st Gen Arlo Cams. I never signed up for any subscription at anytime I have owned them. It also appears a hot fix was pushed out for the iOS app which removed a couple features that I had initially seen. See attached picture. They were also included... but after the hot fix, now have disappeared.