topic Re: Legal judgement about house with Arlo cameras but no access to app in Arlo Ultra 2

Legal judgement about house with Arlo cameras but no access to app

delanythrasher — Wed, 07 Dec 2022 21:59:16 GMT

I have a legal judgement giving me control over my home - my husband no longer lives here. We have Arlo cameras installed all over the house of varying types, but my husband will not give me the logon or password information for the app, and all of the multi factor authentication goes to an email he has shut me out of. I have unplugged all of the cameras, because I cannot use the app to access or control the cameras now. Only he can. I am hoping that with a legal judgment I can reset the account associated with all of the hardware so that I don’t have to reset everything. Can someone help?

Re: Legal judgement about house with Arlo cameras but no access to app

DannyBearAgain — Thu, 08 Dec 2022 01:05:04 GMT

Your main hurdle will be getting the account owner to remove the devices from his arlo account as the devices will be locked to his account. Once he removes them you can import them to your own account.

Re: Legal judgement about house with Arlo cameras but no access to app

StephenB — Thu, 08 Dec 2022 12:26:09 GMT

@delanythrasher wrote:

I have unplugged all of the cameras

Do you know the camera models?

If they are models with batteries inside, then that is not enough. You also should open the housings and remove the batteries.

If they are paired with a base station, then you should unplug the base as well.

@delanythrasher wrote:

I am hoping that with a legal judgment I can reset the account associated with all of the hardware so that I don’t have to reset everything. Can someone help?

Not sure even Arlo can do that, since they do not know the account password, and might not be able to reset the two factor authentication without it.

Though painful, doing a factory reset on the hardware, and on-boarding to a new account under your control is the best option.

As @DannyBearAgain says, if the cameras remain in his account you might have trouble re-onboarding them. Arlo can delete his account w/o knowing the password, but I don't know if the legal judgment is enough for them (he might have cameras at other properties in the account, and your judgment doesn't reach them).

I'm tagging the mods ( @JamesC and @ShayneS ) as they might be able to help.

Re: Legal judgement about house with Arlo cameras but no access to app

delanythrasher — Sat, 10 Dec 2022 00:48:58 GMT

Yes, they all have batteries and I removed them when I took them down. There are several kinds of cameras- if that’s important I can look at the boxes. Some are meant for outdoor use, that seems to be the main difference.

There are 2 bases since there are enough cameras (7 or 8 total) that they needed more than one (?)

I am willing to factory reset it all, but I want to be sure I do it properly- like do I reset the cameras first, the. Then the bases?

Re: Legal judgement about house with Arlo cameras but no access to app

delanythrasher — Sat, 10 Dec 2022 00:50:20 GMT

Yes- but I thought the factory reset solved that problem?

Re: Legal judgement about house with Arlo cameras but no access to app

DannyBearAgain — Sat, 10 Dec 2022 01:13:53 GMT

Factory reset is for the hardware but will not remove the serial number from the owners account (locked).

The multiple bases are likely required to either extend the range to the cameras or to manage the 5 camera account limitations when used for the 7days free cloud library feature that came with the earlier model cameras. You may even have multiple owner accounts depending on what was originally setup.

As stated previously you need to have the devices removed from the original owner’s account/s to import them to another account.

Re: Legal judgement about house with Arlo cameras but no access to app

StephenB — Sat, 10 Dec 2022 21:33:13 GMT

@DannyBearAgain wrote:

As stated previously you need to have the devices removed from the original owner’s account/s to import them to another account.

@delanythrasher: I'm not sure if this is true for all Arlo cameras and bases (and suspect it is only true for some). So you might well be able to import them to your account As far as I can tell, you have nothing to lose by trying.