topic Re: Legacy Subscription in Arlo Smart

Legacy Subscription

OttoD — Sun, 28 Nov 2021 01:21:55 GMT

I have a subscription (legacy) charged yearly to my credit card. The bot says I don’t have a right to speak to support because I don’t have a subscription and my account says I do not have a subscription. I am not happy with this runaround and have canceled my order of upgraded equipment. I want answers regarding the charges to my credit card for an expensive subscription I apparently don’t have. Anyone else experiencing this? How can I talk to a live person to resolve this?

Re: Legacy Subscription

jguerdat — Tue, 30 Nov 2021 16:18:16 GMT

I think the only solution is to cancel the legacy sub and get a new one.

Re: Legacy Subscription

StephenB — Tue, 30 Nov 2021 19:03:15 GMT

@jguerdat wrote:

I think the only solution is to cancel the legacy sub and get a new one.

Annoying, because it would be more expensive.

Perhaps @JamesC or another mod can follow up.

Re: Legacy Subscription

ShayneS — Tue, 30 Nov 2021 22:00:19 GMT

Are you able to access support though the Arlo Mobile App by navigating to Settings/System/Support?

Re: Legacy Subscription

OttoD — Tue, 30 Nov 2021 23:36:53 GMT

Unfortunately even through the app it shows no plan and won’t let me access any assistance, except for this forum. I finally received an IM requesting proof of payment and my Arlo account.

Re: Legacy Subscription

OttoD — Tue, 30 Nov 2021 23:45:16 GMT

How do you cancel something you have no access to because a computer says you don’t have access (circular argument). Why would I cancel the subscription when I can’t see the benefits and compare? Perhaps I’d be charged twice as much for half the service and still have no company to contact for issues/support 🤷🏻‍♀️ This is not what I signed up for and will not buy more equipment.

Re: Legacy Subscription

OttoD — Wed, 01 Dec 2021 00:07:37 GMT

Perhaps I can shop the new plans as a “non-customer” to compare, but I believe I am and have paid for a premium plan I have not received since they obviously messed up my account in the transition. This is a position I would choose to stay in with a company that can deny me access and answers.

Re: Legacy Subscription

ShayneS — Wed, 01 Dec 2021 18:59:43 GMT

Do you have the Premiere or Elite Arlo Smart Subscription? When did you cancel your Premiere or Elite subscription?