topic Re: Purchasing Assistance in Arlo Smart

Unable to purchase plan. Account says I live in US but dashboard says I'm from Hungary?

mdclw — Wed, 03 Mar 2021 15:15:17 GMT

I have been trying unsuccessfully for several weeks to purchase and get help from Support with my issue.

I am unable to purchase a plan. My Account says that I live in the USA, but My Arlo Dashboard says that I live in Hungary.

(I live in USA)

All of my plan pricing is listed in Hungarian currency and I am unable to change my Country in the Dashboard. None of my means of payment are going through. I have contacted support for several weeks and my cameras are mainly off because of the features unavailable without a plan. No recordings or zones. Can anyone help me with this?

Thank you

Re: Purchasing Assistance

jguerdat — Wed, 03 Mar 2021 13:20:44 GMT

When you first set the system up, what country were you in? If Hungary, that's the problem. You'd need to remove all devices from your existing account, create a new account with a new email address and set the system back up.

Re: Purchasing Assistance

mdclw — Wed, 03 Mar 2021 21:27:58 GMT

Thank you for responding.

I bought the system from Best Buy in November. I have always lived in the USA, and my main account is registered in the USA. I do not use a VPN either. I have never been to Hungary or even out of the country in the last year. I am not going to create a new email account just for Arlo.

Can my account be deleted and created anew with the correct settings? Why can this not be corrected internally?

I received a response last night with the same response to use a different email address. I was told this same answer before the case was escalated to get a better resolution than "fix it on my end." I tried to respond to the ticket but it was already closed. This is not the level of service I expected for an issue that I did not create with products of this nature.

Re: Purchasing Assistance

jguerdat — Thu, 04 Mar 2021 12:24:02 GMT

Don't know what went wrong but right now I think your only option is to use a new account.

Re: Purchasing Assistance

LandJS — Fri, 05 Mar 2021 01:10:49 GMT

There should be no reason Arlo can't just completely remove the account and then set it up correctly using his e-mail. Only if it remains in their system is there a conflict. They may not want to deal with it but they can. But changing your e-mail is a pain also. Yes you can have another e-mail just for Arlo but that to can be a pain for some, I often wish I only had one.

Re: Purchasing Assistance

mdclw — Wed, 10 Mar 2021 19:06:03 GMT

Thank you for responding. My cameras have been turned off for another week. I dont understand why this is un-fixable. I have been trying to create a new email to forward to my own but its been difficult. I will probably start a new account and then get no offer for a Paypal price reduction, the coupon i saved wont work on a different account and then I'll spend tons of time calling and asking for a rebate on a plan that they will now swear is new.

Honestly I am floored at the lack of customer service from Arlo. Lots of systems and still no one actually handles the issue. I will probably sell the system now because I have lost faith in the product. I only wish I had read all of the service issues on reddit before hand. I tried to make this work but I just don't have an hour each day to devote to it.

If anyone wants to buy a four camera Arlo 3 please let me know.