topic Re: How do I activate my 1year free ultra plan? in Arlo Ultra

How do I activate my 1year free ultra plan?

Jackmags — Sat, 09 Nov 2019 16:24:07 GMT

I purchased an Arlo ultra camera system from Costco and can’t find anywhere to activate my 1 year subscription. The only option I see is a free one month subscription when I try to activate it. Do I need a promo code? This is the first Arlo device and account that I have used.

Re: How do I activate my 1year free ultra plan?

StephenB — Sat, 09 Nov 2019 18:39:31 GMT

You don't need a promo code.

Costco also sells the Pro 2 cameras, which do have the 1 month trial. Are you sure you ended up with the Ultra (which I think they sell in a 5-pack).

Re: How do I activate my 1year free ultra plan?

Jackmags — Sat, 09 Nov 2019 19:35:47 GMT

It’s definitely the 5 camera system. It says it comes with a one year trial offer

Re: How do I activate my 1year free ultra plan?

StephenB — Sat, 09 Nov 2019 21:07:50 GMT

Maybe use support: https://www.arlo.com/en-us/support/contact.aspx

If you don't get a good resolution from them, then post back here and we can ask the mods to escalate it for you.

Re: How do I activate my 1year free ultra plan?

Highway444 — Sun, 10 Nov 2019 22:21:13 GMT

Same issue here.... I purchased the VMS5540C (Costco 5 Cam System) and I can’t figure out how to start my Free 1st year plan. Why can’t these sort of things ever go smoothly. 🙄

Re: How do I activate my 1year free ultra plan?

JamesC — Mon, 11 Nov 2019 18:05:09 GMT

When you add the SmartHub from an Ultra kit to your account, the free 1 year plan will automatically be applied as long as there is no plan currently active and the kit is set up in the same country in which it was purchased. No code or further steps need to be taken.

JamesC

Re: How do I activate my 1year free ultra plan?

Jackmags — Mon, 11 Nov 2019 19:39:45 GMT

I bought the ultra kit in the USA and am using it the USA. I have never had an Arlo account before so there can not be any other plans active and the year subscription was not automatically added so I do need to take further action.

Re: How do I activate my 1year free ultra plan?

JamesC — Mon, 11 Nov 2019 20:04:07 GMT

Jackmags,

I've opened and escalated a support ticket for this issue. Please allow 24-48 hours for an agent to reach out to you with more information.

JamesC

Re: How do I activate my 1year free ultra plan?

robpickering — Wed, 13 Nov 2019 16:05:05 GMT

FWIW, it took about 24 hours after I installed my camera for my Premier service to be activated.

24 hours after setting everything up, I got a notification, in-app, that told me the service was active. I didn't have to sign up or do anything else (other than a standard Arlo account).

-Rob

Re: How do I activate my 1year free ultra plan?

jugs — Mon, 09 Dec 2019 14:52:57 GMT

Were you and the others facing this issue of not getting the 1-yr free Arlo Smart Premier service ever able to get this resolved? I recently purchased the Arlo Ultra 5-camera kit from Costco and installed this weekend, however I am not able to figure out how to get the advertised 1-yr free service plan. I am only seeing the 1-month trial of the Premier plan. From my research online, this appears to be an issue for a lot of people. I was not expecting this level of frustration as I expected Arlo to have this all figured out and trusted that Costco had vetted it out as part of carrying the product. There are absolutely no instructions included with how to obtain the 1-yr free service plan. I sat on hold with Arlo Customer Service and eventually gave up and submitted an online support case. We'll see how this goes. Not a happy customer.

Re: How do I activate my 1year free ultra plan?

JamesC — Mon, 09 Dec 2019 18:39:09 GMT

jugs,

The free 1 year Arlo Smart Premier subscription plan should automatically be applied to your account when you claim the SmartHub from your Arlo Ultra kit. Please let me know if you are unable to resolve this issue via your open support case and I will escalate as necessary.

JamesC

Re: How do I activate my 1year free ultra plan?

robpickering — Mon, 09 Dec 2019 18:40:20 GMT

This is how it happened to me.

Folks may be having a problem if they are joining Ultra cameras to an existing Hub? Not sure.

Re: How do I activate my 1year free ultra plan?

jugs — Mon, 09 Dec 2019 19:07:05 GMT

The 1 year plan is not "automatically" being applied to my account when I claim the SmartHub. I setup the Base, connected the Cameras, then went into the subscription plan and there is only a "1-mth" plan for Premier. I have not yet heard back from online support. Planning to try phone call again.

Re: How do I activate my 1year free ultra plan?

jugs — Mon, 09 Dec 2019 19:10:26 GMT

I am not joining an existing Hub. This is my first Arlo product and I never had an Arlo account before. Not sure why this is so difficult. Arlo advertises a free 1-year Arlo Smart Premier plan subscription with the purchase of the Arlo Ultra system, but there is no clear way of obtaining such free 1-yr plan. Some comments said to disconnect all cameras and hub and start all over - I did that too. I still only see 1-mth free Premier trial plan.

Re: How do I activate my 1year free ultra plan?

jugs — Mon, 09 Dec 2019 19:32:17 GMT

So, I called Arlo Support...was transferred twice saying we'll need to connect you with the "concerned department". Eventually, I'm told that I need to sign up for the plan, provide my credit card info and then I will be subsequently provided a refund for the first 12 months. How ridiculous! This is not a good customer experience for a brand new Arlo customer purchasing their flagship/premium product which advertises an included 1-yr free subscription plan.

Re: How do I activate my 1year free ultra plan?

cinabar — Tue, 10 Dec 2019 01:16:15 GMT

Had the basic plan with 2 pro cameras. Bought a 2 Camera Ultra kit and installed it. Installed the smart hub and I have no indication of how to get the free year of service. I do see a way to put my credit card in to get the smart service for a year but nothing about a FREE year of service. My cameras work but record nothing. My old pro cameras still record for 1 week. How do I get the 1 year free service?

Re: How do I activate my 1year free ultra plan?

Island21 — Wed, 11 Dec 2019 15:18:19 GMT

HI there

I am also struggling to activate my free year plan.. having no luck with the "chat" support line

any advice?

regards

clive

Re: How do I activate my 1year free ultra plan?

JamesC — Wed, 11 Dec 2019 17:44:07 GMT

cinabar,

I've escalated this issue, an agent will reach out to you with more information soon.

Island21,

Where did you purchase the kit and what country are you trying to set up in? Not all countries have subscription plans available.

JamesC

Re: How do I activate my 1year free ultra plan?

ShaneTGoHERD — Fri, 13 Dec 2019 05:42:05 GMT

Hi James,

I am also having a similar issue. Bought the 5 camera ultra system from Costco and not seeing a way to activate the free 1 year subscription. We leave on vacation tomorrow evening for a week and really wanted this system to be working properly.

Thanks,
Shane

Re: How do I activate my 1year free ultra plan?

JamesC — Fri, 13 Dec 2019 17:12:47 GMT

ShaneTGoHERD,

I've opened and escalated a ticket for the issue you're experiencing. An agent will reach out to you shortly.

JamesC