topic Re: Free subscription disappeared and other issues today??? in Arlo Ultra

Free subscription disappeared and other issues today???

mikejd1 — Thu, 25 Apr 2019 20:13:16 GMT

Has anyone else's free 1 year subscription all of a sudden dissapear/get removed from your accounts??? Also, now every video recording is gone from my library from the past 2 weeks and the only thing im now getting is motion alerts. What is going on?? I did open a case and the rep told me apparently some hardware base station firmware is causing problems right now...and this is wide spread, but had to escalate the issue of my subscription being removed as he had no clue???

Re: Free subscription disappeared and other issues today???

JamesC — Thu, 25 Apr 2019 20:23:26 GMT

mikejd1,

If your subscription is no longer on the account...that would be why the recordings aren't there as Ultra requires the subscription for cloud content to be saved.

I will review your support case and reach out to you in a private message to collect more information.

JamesC

Re: Free subscription disappeared and other issues today???

mikejd1 — Thu, 25 Apr 2019 20:26:16 GMT

I spent over 60
Min on the phone with Arlo support. Unreal. The case is 40837565

Re: Free subscription disappeared and other issues today???

JamesC — Thu, 25 Apr 2019 20:35:09 GMT

mikejd1,

Thank you for the case information. I will escalate the issue and reach out to you with an update as soon as possible.

JamesC

Re: Free subscription disappeared and other issues today???

mikejd1 — Thu, 25 Apr 2019 21:01:46 GMT

Thanks. Right now all my entire past 3 weeks recordings are all gone and nothing is working right. I’d really like this resolved ASAP. This is extremely strange my subscription plan would just disappear

Re: Free subscription disappeared and other issues today???

mikejd1 — Thu, 25 Apr 2019 23:52:46 GMT

James any update?

Re: Free subscription disappeared and other issues today???

habibkhan — Sun, 12 May 2019 15:39:53 GMT

I have a similar issue since last weeks my free subscription gone for no reason. I have Arlo since last one year and a half year. The only reason I purchased Arlo because it has free cloud recording.

I think I made a mistake I should purcased the wired camera if I need to pay for cloud recording.

Can anyone help me ASAP?

Re: Free subscription disappeared and other issues today???

JamesC — Mon, 13 May 2019 16:04:02 GMT

habibkhan,

If you've had Arlo for a year and a half, it sounds like you don't have an Ultra system. Previous generation Arlo cameras come with 7 days of cloud recordings, no plan is required.

JamesC