topic Re: Arlo Customer Support is Terrible in Arlo

Cannot talk to support without a subscription

MusicManLarry — Fri, 12 Sep 2025 19:31:00 GMT

I’ve spent thousands on a couple of systems, a four-camera Ultra 2 system being the current one. I went into the Arlo website to download the Ultra 2 Owner’s Manual. The link takes you to Arlo’s Main Page. I started a chat (which was absolutely useless by the way) and went around in circles with a bot. It finally asked me if I would like to speak with a human and then informed me that I CANNOT talk to a human because I don’t have a paid plan!

I find this absolutely disgusting. I’ve spent thousands on equipment, but can’t talk to customer service because Arlo is SO greedy as to make it impossible if you don’t purchase a plan ON TOP OF a sizable equipment purchase. The word ‘hate’ somehow comes to mind.

There are other security camera vendors out there, and when it’s time to update the current system…, guess what. I wouldn’t recommend Arlo to ANYONE. The worst thing is they really don’t care!

I won’t even go into the app with all the sales popups, which make me nuts!

The bottom line: Arlo cares MUCH more about their bottom line than they do about their customers. Try and prove me wrong on that one!

Re: Arlo Customer Support is Terrible

BrookeN — Fri, 12 Sep 2025 20:48:44 GMT

Hello,

First I want to apologize for the frustration you feel. I would be more than happy to help you with any questions you may have. While it is true that support can only be reached if you have a subscription, the community has a wealth of information. As well as mods and superusers that are more than happy to help with any questions you may have. If support is needed or an type of behavior needs escalated I am able to help you with that as well.

You can find the user manual here:

https://share.google/sZETkqbxbNpKgPIhc

If you have any other questions regarding the Ultra, please let me know.

Re: Arlo Customer Support is Terrible

MusicManLarry — Tue, 23 Sep 2025 20:13:22 GMT

On Apple's Home App website, it states that the "Arlo Ultra Wire-Free Security Camera" is compatible with "HomeKit Secure Video". I have Arlo Ultra 2 cameras and don't see anyway to record and review video in Apple's Home App. According to the compatibility list, I should be able to, unless this was available only with the original Ultra camera and no longer available with the Ultra 2. What is going on here???

Cameras: VMC5040

Firmware: 1.070.54.0_3_14be8bc

macOS v26.0 (25A354)

Home App v10.0 (1097.1.3.4.6)

#https://www.apple.com/home-app/accessories/#section-cameras

Re: Arlo Customer Support is Terrible

BrookeN — Tue, 23 Sep 2025 22:33:04 GMT

The Ultra series are compatible with the Apple home. Your base probably needs a token reset I can do that for you. Then follow the steps within this link to set up without a code.

https://kb.arlo.com/000063184

Re: Arlo Customer Support is Terrible

Edinburgh_lad1 — Wed, 24 Sep 2025 15:05:24 GMT

The issue here is that it doesn't say on the box or you're not informed at the point of purchase that in order to talk to Customer Services you need a subscription. I'm fine with Customer Services being only accessible if I have a subscription, but not when I'm not told about it beforehand, i.e. during the purchase.

Re: Arlo Customer Support is Terrible

MusicManLarry — Wed, 24 Sep 2025 17:59:31 GMT

Hi BrookeN: I appreciate your help, but you didn't fully understand or read my question. I'm not having an issue viewing cameras in Apple's Home app. They are there. What I'm trying to tell you is video from the Arlo cameras is supposed to upload to iCloud. It's called "HomeKit Secure Video". I have 4 Ultra 2 cameras. Apple’s website says Ultra cameras are compatible with this service, yet nothing is uploading to the cloud. Did this stop with the Ultra "2" cameras? I have all the settings correct in the Home app. Under "Home Settings" > "People" > "My Name" > "Cameras", I have "Stream & View Recordings" checked. The recordings are supposed to automatically upload to iCloud, but they are not there. What is the issue? P.S. Apple provides unlimited recording space FOR FREE. I'm also disappointed that Arlo openly supports Alexa, but not Siri. I'm honestly thinking of selling all my Arlo equipment with all the issues I seem to be constantly having and going with another brand that cares more about supporting Apple products, which I've been using since 1989!

Re: Arlo Customer Support is Terrible

MusicManLarry — Wed, 24 Sep 2025 18:03:19 GMT

Hi BrookeN: I appreciate your help, but it's possible you didn't fully understand or read my question. I should have been more clear with my issue, sorry. I'm not having an issue viewing cameras in Apple's Home app. They are there. What I'm trying to tell you is video from the Arlo cameras is supposed to upload to iCloud. It's called "HomeKit Secure Video". I have 4 Ultra 2 cameras. Apple’s website says Ultra cameras are compatible with this service, yet nothing is uploading to the cloud. Did this stop with the Ultra "2" cameras? I have all the settings correct in the Home app. Under "Home Settings" > "People" > "My Name" > "Cameras", I have "Stream & View Recordings" checked. The recordings are supposed to automatically upload to iCloud, but they are not there. What is the issue? P.S. Apple provides unlimited recording space FOR FREE. I'm also disappointed that Arlo openly supports Alexa, but not Siri. I'm honestly thinking of selling all my Arlo equipment with all the issues I seem to be constantly having and going with another brand that cares more about supporting Apple products, which I've been using since 1989!

Re: Arlo Customer Support is Terrible

MusicManLarry — Wed, 24 Sep 2025 18:07:04 GMT

I hear you, but it is still annoying to have spent 1,000's on equipment and not be able to talk to a human!

Re: Arlo Customer Support is Terrible

BrookeN — Wed, 24 Sep 2025 21:05:21 GMT

I assure you I am a real human. I do apologize for misunderstanding what you were saying. We do support the Apple Homekit, however Secure Video is not.

Re: Arlo Customer Support (and service) is Terrible. Ultra 2 Cameras

MusicManLarry — Fri, 26 Sep 2025 15:37:23 GMT

I'll be selling all my Arlo equipment and going with a company that actually allows me to record to Apple's iCloud (unlimited data) for free. It's shameful and admittedly very greedy of Arlo to not support a free cloud service just so you can force people to buy your paid plans. It really sucks, but that's Arlo for you. I'll be bad-mouthing the company everywhere I go. I'll also let Apple know that, although it says Arlo Ultra cameras support HomeKit Secure Video, they in fact do not. Perhaps I can get them to drop you as a vendor. Corporate greed reigns supreme at Arlo. Goodbye, Arlo.

Re: Arlo Customer Support (and service) is Terrible. Ultra 2 Cameras

StephenB — Sat, 27 Sep 2025 12:46:33 GMT

@MusicManLarry wrote:

I'll be selling all my Arlo equipment and going with a company that actually allows me to record to Apple's iCloud (unlimited data) for free.

HSV isn't free, though it is less expensive than Arlo Secure. You need a paid iCloud storage plan

50 GB plan for a single camera
200 GB plan for 2-5 cameras
2 TB plan for unlimited cameras

Also, the resolution is capped at 1080p, so no point in getting 2K or 4K cameras if you plan to use this.

Re: Arlo Customer Support is Terrible

Theclousers — Sun, 12 Oct 2025 17:33:32 GMT

You still do not understand the level of misinformation in fact it maybe considered fraudulent Arlo has put out there: There are specific ARLO cameras listed on Apples website that are guaranteed to use HomeKit Secure video. This drives the purchase to accept that ARLO has provided to Apple this guarantee

Here's the link and this is the first sentences:

https://www.apple.com/home-app/accessories/#section-cameras

Cameras

Supports HomeKit Secure Video
- Aqara Camera E1
- Aqara Camera Hub G2H
- Aqara Camera Hub G2H Pro
- Aqara Camera Hub G3
- Aqara Camera Hub G5 Pro
- Aqara Smart Video Doorbell G4
- Arlo Baby 1080p HD Monitoring Camera
- Arlo Pro 2 Wire-Free HD Security Camera
- Arlo Pro 3 Floodlight Camera
- Arlo Pro 3 Wire-Free 2K Security Camera
- Arlo Pro Wire-Free HD Security Camera
- Arlo Ultra Wire-Free Security Camera
  
  Do you SEE where it states. "
  - Supports HomeKit Secure Video:" Arlo is falsely advertising this as a feature they have provided to Apple
    
    I am going to tell everyone NEVR buy Arlo
    And FHAVE THAT APPLE PAGE FIXED!(submit your changes to them)

Re: Arlo Customer Support is Terrible

StephenB — Sun, 12 Oct 2025 19:02:53 GMT

@Theclousers wrote:

Supports HomeKit Secure Video:" Arlo is falsely advertising this as a feature they have provided to Apple

I have no idea where Apple got that information, as Arlo doesn't say that in their documents.

@JamesC - you might want to have Arlo follow up.

Re: Arlo Customer Support is Terrible

Edinburgh_lad1 — Mon, 13 Oct 2025 09:45:14 GMT

Well @StephenB they must have got it from Arlo, or where else they would get it from, right? For example, Arlo don't say in their documents that you can't access support unless you have a subscription. Or that you'll get a better quality recording if you have a subscription (in relation to Pro 2). So, there are lots of things not said in the official documentation, but then, as if by magic, they're enforced.

Re: Arlo Customer Support is Terrible

BrookeN — Mon, 13 Oct 2025 16:23:28 GMT

I do apologize for the misinformation, however Apple Secure Video is not supported. We will look into the error on Apple's side.

Re: Cannot talk to support without a subscription

Lucas_Young — Thu, 13 Nov 2025 06:43:31 GMT

Arlo’s support restriction without a subscription is frustrating, especially after spending heavily on hardware. The only current workaround is to either purchase a plan for full support access or rely on the community forums and online manuals for troubleshooting. For long-term peace of mind, consider vendors that provide full customer support regardless of subscription.