topic Re: Setup two-step verification not working in Arlo Video Doorbell 2nd Gen

Setup two-step verification not working

echoecho — Mon, 08 Jul 2024 06:46:26 GMT

Received my Arlo 2K doorbell this weekend and want to install it today. However, I want to create an Arlo account first, which I have successfully done. However, after logging in, I need to set up two-step verification. I am not receiving a push notification on my phone via the app, and choosing the option for SMS does not work either. I also do not receive anything when trying to set it up via email. However, when I reset my password, I do receive the email notification. What am I doing wrong? I would appreciate hearing from you.

Re: Setup two-step verification not working

JamesC — Mon, 08 Jul 2024 20:54:27 GMT

echoecho,

Are you still experiencing this behavior today?

JamesC

Re: Setup two-step verification not working

echoecho — Tue, 09 Jul 2024 06:52:31 GMT

Yes, still the same issue.

Re: Setup two-step verification not working

echoecho — Tue, 09 Jul 2024 09:35:19 GMT

I also tested it on another mobile, same problem. Arlo chat does not respond at all and registering a support case is not possible because I cannot log in further. Very annoying!

Re: Setup two-step verification not working

JamesC — Tue, 09 Jul 2024 17:10:26 GMT

Take a look at the following article and try the troubleshooting mentioned here: https://kb.arlo.com/000062579/Why-isn-t-two-step-verification-working#:~:text=Try%20to%20log%20in%20to%20Arlo%20again%2C%20and%20double%20check,Check%20your%20email's%20spam%20folder.

JamesC

Re: Setup two-step verification not working

echoecho — Wed, 10 Jul 2024 08:01:58 GMT

Thank you for your response. I have followed the article and still have no possibility to set up. In the app it indicates in Dutch "An error has occurred. Please try again" and this keeps repeating. As mentioned, an SMS also does not come through. Very annoying...

Re: Setup two-step verification not working

echoecho — Wed, 10 Jul 2024 09:23:04 GMT

When I try to do it through a web browser and select the option SMS, it gives the following notification:

Re: Setup two-step verification not working

echoecho — Thu, 11 Jul 2024 07:31:09 GMT

To rule out that it is my phone causing the issue, I used my work phone, a different email address and a different phone number. I created a new account via the Arlo website and encountered the exact same problem with setting up two-step verification: no push notification, no SMS, and no email when I choose any of those options.

Re: Setup two-step verification not working

echoecho — Fri, 12 Jul 2024 09:17:34 GMT

@JamesC, hopefully, I will get a response soon, otherwise, I will return the doorbell to you and choose another supplier/brand.

Re: Setup two-step verification not working

JamesC — Fri, 12 Jul 2024 16:08:52 GMT

I've escalated this topic to the development team for further investigation. Once we have more information available I will provide an update.

JamesC

Re: Setup two-step verification not working

echoecho — Mon, 15 Jul 2024 07:13:24 GMT

Thank you for your response @JamesC. I hope that the development team comes up with a solution soon. I would like to be kept informed.

Re: Setup two-step verification not working

echoecho — Thu, 18 Jul 2024 07:48:10 GMT

@JamesC, can I get an update on the case? After two weeks, I still can't install and use my doorbell. Another option could be to return the doorbell and choose a different brand.

Re: Setup two-step verification not working

JamesC — Thu, 18 Jul 2024 21:20:27 GMT

The team is still investigating this behavior. I've requested a status update and will provide more information as soon as I hear back.

JamesC

Re: Setup two-step verification not working

JamesC — Fri, 19 Jul 2024 04:33:15 GMT

It appears your network is blocking the authentication requests. Try connecting your mobile device to mobile data or a different network to see if you still experience the same behavior.

JamesC

Re: Setup two-step verification not working

echoecho — Fri, 19 Jul 2024 07:31:41 GMT

Thank you for your response, @JamesC. I don't really understand why my network would be blocking the request. I have tested this both through my wifi network and 4G, but the request does not come through on either. The same issue occurs on my work phone from a different provider with a different phone number. As previously mentioned, I have also tried making the request via laptop, but neither an SMS nor an email is received. When I choose to receive a push notification through my phone, I receive a message saying "Invalid phone number," even though my number is definitely correct.

I can understand that one of the options does not work, but both the push notification, as well as SMS and email, are not working.

What else could be causing this issue?

Re: Setup two-step verification not working

JamesC — Mon, 22 Jul 2024 16:35:41 GMT

echoecho,

I've reached out in a private message with further instructions.

JamesC