topic Re: Arlo Smart Subscription Page Giving An Error in Arlo Smart

Arlo Smart Subscription Page Giving An Error

williams_19 — Sat, 04 Jan 2020 20:36:13 GMT

I have an Arlo Pro 3 system with my current free trial coming to an end January 10, 2020. I have been trying to register for the basic monthly multi camera 2k recording plan. Once I get to the billing screen to enter my information and credit card information an orange bar comes across the top of the page stating "null We are sorry, our billing service is currently unavailable. Please try again null."

Any one else have this issue or know why this is? It has been like this now for like a week and I don't want to loose my videos with my current free subscription if I can subscribe to a plan before it expires. This issue needs to be fixed!

Re: Arlo Smart Subscription Page Giving An Error

JessicaP — Tue, 07 Jan 2020 23:10:35 GMT

Hi williams_19,

Is this happening on the Arlo app on your phone device or on the web client on your computer? Could you also provide a screenshot where this error shows?

Re: Arlo Smart Subscription Page Giving An Error

williams_19 — Tue, 07 Jan 2020 22:00:48 GMT

This is when using the webpage whether on my computer or on my phone. As far as I am aware anytime you try to use the app for a subscription it automatically opens up a webpage. I have attached a picture of the error screen this is as far as I can get. My free subscription is up in 3 day’s and I don’t want to loose my videos

Re: Arlo Smart Subscription Page Giving An Error

JessicaP — Fri, 14 Feb 2020 16:18:24 GMT

Thanks for providing the screenshot. Our team is looking into reports of the error message and we'll be sure to update the community when we hear any new update or information.

In the meantime, could you try editing your billing info before going through the payment section and see if you still receive an error? You can do this by going to Settings > Subscriptions > Payment Information > Edit.

Re: Arlo Smart Subscription Page Giving An Error

StacyMel — Wed, 08 Jan 2020 02:00:05 GMT

This is happening with us as well. We want to subscribe for the first time. Our credit card information is already in the system but every time we go to complete the order we get the same error code.

Re: Arlo Smart Subscription Page Giving An Error

williams_19 — Wed, 08 Jan 2020 03:03:57 GMT

I tried adding my billing information in advance. When I fill out the form that populates and finish entering all my personal information the save button in the top right corner does not bold and clicking on it does nothing. I went through and verified that everything was filled in correctly and no error messages or red warnings above boxes yet the save button still does not work.

Re: Arlo Smart Subscription Page Giving An Error

JessicaP — Wed, 08 Jan 2020 16:43:49 GMT

Hey StacyMel and williams_19,

Let me reach out to you via private message to gather more information from you.

Re: Arlo Smart Subscription Page Giving An Error

Geekman20 — Wed, 08 Jan 2020 23:38:48 GMT

I'm having the same issue. Your billing service is down.

Re: Arlo Smart Subscription Page Giving An Error

JessicaP — Thu, 09 Jan 2020 15:53:48 GMT

Hey Geekman20,

Let me gather more information from you via private message.

Re: Arlo Smart Subscription Page Giving An Error

Geekman20 — Fri, 10 Jan 2020 14:17:04 GMT

Hey Jessica, I found the problem is the trial... once I cancelled the trial from all cameras the billing service was available. Hope this helps people in the future.

Re: Arlo Smart Subscription Page Giving An Error

Andrew_V — Tue, 14 Jan 2020 14:09:56 GMT

I am getting the same error message and after countless phone calls and chats with support (as of Jan 14th) they say they are still working on a fix. It would be nice if they had a customer sales support line to purchase the Smart Plan over the phone which would by-pass this, but no luck on that front either I am told! Hopefully a fix comes soon otherwise will have to look at other camera options as this is not a good first impression for a service I was willing to pay for.

Re: Arlo Smart Subscription Page Giving An Error

Geekman20 — Tue, 14 Jan 2020 15:51:13 GMT

Just cancel the trial or wait until it's over then their system will let you continue to arrange billing.

Re: Arlo Smart Subscription Page Giving An Error

Mark-V — Thu, 16 Jan 2020 20:39:54 GMT

Hi Andrew_V,

I have followed up with you via Private Message.

Thank you,

MarkV

Re: Arlo Smart Subscription Page Giving An Error

_Colin — Fri, 31 Jan 2020 03:47:10 GMT

I'm experiencing the same error. I've even cancelled my demo subscriptions as suggested. I cannot subscribe to any arlo services. "We are sorry, our billing service is currently unavailable. Please try again ."

Re: Arlo Smart Subscription Page Giving An Error

JessicaP — Fri, 31 Jan 2020 17:21:45 GMT

Hey _Colin,

We wanted to let you know that our billing team is fixing your account and can take at least one business day to fix this, which should be resolved by Monday.

Re: Arlo Smart Subscription Page Giving An Error

ArloBman — Wed, 05 Feb 2020 11:53:03 GMT

Same problem here. I've been trying all week to pay for my subscription before my trial runs out and have been getting the same error. My trial has now run out, and I still can't subscribe.

If this an internal error that has been going on since the OP posted than that's a serious concern about whether I spent my money on the right company...

Re: Arlo Smart Subscription Page Giving An Error

JessicaP — Wed, 05 Feb 2020 19:17:29 GMT

Hey ArloBman,

Let me reach out to you via private message to gather more information from you.

Re: Billing Service Currently Unavailable

Russtaylor — Thu, 06 Feb 2020 00:43:01 GMT

I have the exact same thing happening. It has been 2 weeks so far..... very annoying.

Can't Subscribe to a Plan

sjcn — Sat, 08 Feb 2020 22:31:17 GMT

Once my trial period expiried, i tried to subscribe to a plan. Every time I try, it tells me the subscription system is down. I contacted support and they tell me that it's because in in Canada. Something to do with a tax code.

Their team is reviewing and tryng to fix the issue. It's been almost 3 weeks. This does not show well for their support staff, their products and the overall organization. If i could return my equipment, I would.

Re: Billing Service Currently Unavailable

sjcn — Sat, 08 Feb 2020 22:47:25 GMT

I've had this problem for 3 weeks now. I've been told that they are working on it, but still no solution.