topic Re: Unable to activate Ultra 1yr free subscription in Arlo Ultra

Unable to activate Ultra 1yr free subscription

quadric — Sat, 25 Jan 2020 05:08:26 GMT

CASE: 41417562

I created an account, added my Ultra base station and 3 cameras. Go to subscription and it tells me I have none and need to sign up to a paid plan. Why?

I can't figure out how to get the 1yr free subscription.

Please help.

Re: Unable to activate Ultra 1yr free subscription

JamesC — Mon, 27 Jan 2020 18:16:49 GMT

quadric,

It appears an agent has updated your support ticket regarding this issue. Please refer to your open support ticket for more information.

JamesC

Re: Unable to activate Ultra 1yr free subscription

quadric — Mon, 27 Jan 2020 23:27:59 GMT

Thanks, but I tried all of this over the weekend and it did not change anything.

I still have no active subscription.

Re: Unable to activate Ultra 1yr free subscription

JamesC — Tue, 28 Jan 2020 17:38:12 GMT

quadric,

I have escalated and requested an update on your open support ticket. An agent will reach out to you with more information shortly.

JamesC

Re: Unable to activate Ultra 1yr free subscription

quadric — Wed, 29 Jan 2020 23:01:53 GMT

Okay, when will that be exactly. It's been 6days since I raised this issue and I still have not heard anything from support since the initial response (which did not work) 5 days ago.

Re: Unable to activate Ultra 1yr free subscription

quadric — Fri, 31 Jan 2020 00:57:43 GMT

Turns out that my Arlo account was associated with the country USA, and I bought and was setting up the Arlo Ultra in Australia.

No idea how my account, which I created when I bought the Ultra this past weekend, got associated with the USA.

Either way, all fixed now, I abandoned the old account and created a new one that was checked (by Customer Support) to be associated with Australia.

Just so you are aware, I had to reach out to support through live chat to get this sorted out, no one ever contacted me. Not that great if you ask me - poor support via emails.