topic Re: The camera has not been subscribed. in Arlo Smart

The camera has not been subscribed.

Brianchen — Fri, 23 Feb 2024 15:29:42 GMT

After the trial subscription ended, my VMC2030 did not apply the official subscription I activated today. I know that re-pairing the camera can solve this issue, but I am unable to perform this operation on-site. Is there any other way to have my camera reapply the official subscription?

Re: The camera has not been subscribed.

jguerdat — Sat, 24 Feb 2024 14:33:51 GMT

Did you subscribe to one of the current plans which support unlimited cameras? What shows up when you check your subscription? A screenshot of that page may be useful.

Re: The camera has not been subscribed.

Brianchen — Mon, 26 Feb 2024 01:38:58 GMT

As shown in the screenshot, I have a Premier plan, and it includes a Pro 5 device. However, this Pro 5 device is not added to the plan. I tried moving the location to Location B and back to Location A, but the plan was still not applied. Eventually, I had to re-pair the device to apply the plan. Unfortunately, this required me to physically move from Location A to Location B to perform the re-pairing. Is there an online solution to resolve this issue? Additionally, I have four other cameras with free trial subscriptions expiring on 2/28, and I hope I won't need to physically move them from A to B to address this peculiar plan application problem.

Screenshot

Re: The camera has not been subscribed.

StephenB — Mon, 26 Feb 2024 11:48:09 GMT

@Brianchen wrote:

As shown in the screenshot, I have a Premier plan, and it includes a Pro 5 device. However, this Pro 5 device is not added to the plan. I tried moving the location to Location B and back to Location A, but the plan was still not applied. Eventually, I had to re-pair the device to apply the plan. Unfortunately, this required me to physically move from Location A to Location B to perform the re-pairing. Is there an online solution to resolve this issue?

Unfortunately you need one subscription for each location.

This was actually in the subscription terms of service before "Feed", but was never enforced by the app.

Re: The camera has not been subscribed.

Brianchen — Tue, 27 Feb 2024 05:28:54 GMT

Are you saying that even if I have subscriptions for both my A and B locations, if I move the device from A to B, I still need to add it to location B by re-pairing to apply the subscription? So, using the change location feature in the app doesn't properly apply the subscription?

Re: The camera has not been subscribed.

StephenB — Tue, 27 Feb 2024 13:18:15 GMT

@Brianchen wrote:

Are you saying that even if I have subscriptions for both my A and B locations, if I move the device from A to B, I still need to add it to location B by re-pairing to apply the subscription? So, using the change location feature in the app doesn't properly apply the subscription?

Not something I've tried - I only have one location myself. I'm tagging the mods ( @JamesC , @ShayneS , @BrookeN ) so they can follow up.

Re: The camera has not been subscribed.

BrookeN — Tue, 27 Feb 2024 20:53:30 GMT

That is correct you would need to take the camera off the one location and then re-onboard it on the location of your choice.

Re: The camera has not been subscribed.

Brianchen — Wed, 28 Feb 2024 07:05:36 GMT

I have to drive 1-2 hours to the device to do such an operation... It's really inconvenient. 🥲

Re: The camera has not been subscribed.

BrookeN — Fri, 01 Mar 2024 17:18:58 GMT

@Brianchen can you try doing it this way
Just go to Settings->Select the location where the camera is currently located->Devices->Select the camera name->Tap Location and select the preferred location..

Re: The camera has not been subscribed.

Brianchen — Sat, 02 Mar 2024 00:18:08 GMT

Are you suggesting reapplying the device to a location with an active subscription?

Re: The camera has not been subscribed.

BrookeN — Mon, 04 Mar 2024 16:03:03 GMT

As long as it is not a trial subscription, you should be able to move the camera to an active subscription with those steps.

Re: The camera has not been subscribed.

Brianchen — Tue, 05 Mar 2024 01:54:09 GMT

My device had a trial subscription which I upgraded to a paid subscription before the trial expired. However, after the trial period ended, the camera did not apply the purchased subscription. I understand that I can reset the device to reapply the purchased subscription, but it's inconvenient for me to drive over an hour to perform the reset on-site. Therefore, I'm inquiring if there's a way to resolve this online.

Re: The camera has not been subscribed.

StephenB — Tue, 05 Mar 2024 13:32:14 GMT

You should be able to add the camera to your subscription plan using my.arlo.com.

Re: The camera has not been subscribed.

BrookeN — Tue, 05 Mar 2024 15:12:55 GMT

@Brianchen I understand, that is why I sent the instructions listed above. You should be able to move it this way without re-onboarding. Go to My.Arlo.com and do the following steps ~ Settings->Select the location where the camera is currently located->Devices->Select the camera ->Select the > next to the camera -> Tap Location and select the preferred location..

Re: The camera has not been subscribed.

Brianchen — Wed, 06 Mar 2024 10:11:44 GMT

I have tried the method you mentioned, but still couldn't successfully apply the subscription, just like the video in the link.

Video

Re: The camera has not been subscribed.

StephenB — Wed, 06 Mar 2024 13:01:07 GMT

I think the issue here is that you have a legacy subscription plan ("Smart Premier"), and not Arlo Secure.

Is there a reason (perhaps cost) that you are staying with Smart Premier?

Re: The camera has not been subscribed.

Brianchen — Thu, 07 Mar 2024 01:20:21 GMT

In Taiwan, only the Premier Annual subscription is available for purchase.

Re: The camera has not been subscribed.

StephenB — Thu, 07 Mar 2024 12:46:32 GMT

@Brianchen wrote:

In Taiwan, only the Premier Annual subscription is available for purchase.

Didn't realize that, so thx for that info.

Have you been able to use phone support?

Re: The camera has not been subscribed.

Brianchen — Mon, 18 Mar 2024 08:10:19 GMT

I live in Taiwan. How can I use the phone? Besides, my English isn't very good.

Re: The camera has not been subscribed.

StephenB — Mon, 18 Mar 2024 11:30:41 GMT

@Brianchen wrote:

I live in Taiwan. How can I use the phone? Besides, my English isn't very good.

If you have other cameras that are in a subscription plan, then you can get phone support using the support center in the app.

I'm tagging the mods ( @BrookeN , @JamesC , and @ShayneS ) to see if they can assist.