topic Re: Can't log in to web portal, and setup tells me e-mail doesn't exist... in Arlo

Can't log in to web portal, and setup tells me e-mail doesn't exist...

bitfidelity — Mon, 26 Sep 2016 23:10:49 GMT

So I'm trying to set up a camera and when I put in my e-mail address, it says it doesn't exist in your system. But when I try to make a new account with that address, it says the e-mail already exists. Funny. How is that even possible?

And when I try to log in using my account information at https://arlo.netgear.com/#/login, absolutely nothing happens when I hit "log in."

Re: Can't log in to web portal, and setup tells me e-mail doesn't exist...

BrianL — Tue, 30 Jun 2015 20:57:51 GMT

Hi bitfidelity,

I checked your email in our database and it is registered. It is possible that the email was created but wasn't activated. Try again to setup the unit while on the internet and use the same email address to register.

Hope this helps!

Kind regards,

BrianL
Arlo Team

Re: Can't log in to web portal, and setup tells me e-mail doesn't exist...

bitfidelity — Tue, 30 Jun 2015 21:02:43 GMT

Thanks, Brian. Apparently, I just needed to ignore the dialog boxes during the account creation process and continue filling out all the fields. Looks like everything is working fine so far.

Re: Can't log in to web portal, and setup tells me e-mail doesn't exist...

BrianL — Tue, 30 Jun 2015 21:12:04 GMT

Hi bitfidelity,

Great! I am glad that everything is okay now and our system shows that your account has been fully created together with an active camera.

Kind regards,

BrianL

Arlo Team

Logging in to my account from Bali

jswinstead — Wed, 30 Sep 2015 03:31:49 GMT

I am a registered user but can't log in to my account from Bali.

I wish to check my cameras.

Julian.

jswinstead@gmail.com

Re: Logging in to my account from Bali

JamesC — Wed, 30 Sep 2015 18:09:58 GMT

jswinstead,

Welcome to the community! In order to further assist you with this issue, there are a few more pieces of information i'd like to collect. What browser or mobile app are you using to try and log in. Are you getting any kind of error message when trying to log in? Please let us know!

JamesC

Re: Can't log in to web portal, and setup tells me e-mail doesn't exist...

Amm128 — Thu, 16 Jun 2016 01:43:09 GMT

I just purchased a system today, but, can not set it up because the system deos not let me create a new system set up. When I try to go on the New System Set Up, it take me to set up for the camera. Because i can not create a long in I am not able to set up the system. Please advise?

Re: Can't log in to web portal, and setup tells me e-mail doesn't exist...

jguerdat — Thu, 16 Jun 2016 12:23:07 GMT

App or browser? Have you tried the other?

Re: Can't log in to web portal, and setup tells me e-mail doesn't exist...

Amm128 — Thu, 16 Jun 2016 12:28:12 GMT

I have tired both and have the same result.

Re: Can't log in to web portal, and setup tells me e-mail doesn't exist...

Amm128 — Thu, 16 Jun 2016 14:11:33 GMT

I sent hours working on it this morning and it seems imposble for me to get into the new system set up. It directly goes to seting up camera and then nothing happens.

Re: Can't log in to web portal, and setup tells me e-mail doesn't exist...

jguerdat — Thu, 16 Jun 2016 15:03:34 GMT

While I'm not sure it's the problem, try resetting the base using only the reset button until the LEDs flash amber. Did that help?

Re: Can't log in to web portal, and setup tells me e-mail doesn't exist...

Emmy9 — Fri, 16 Sep 2016 03:04:47 GMT

I'm a registered user w my email, but it says it can't find me. Then it won't let me use the password. Please help. I followed all instructions.

Re: Can't log in to web portal, and setup tells me e-mail doesn't exist...

JamesC — Fri, 16 Sep 2016 22:54:23 GMT

Emmy9,

Are you sure you are using the correct email address when attempting to log in? What error message are you receiving? Do you see the same behavior using the web client and the Arlo mobile app?

If you are still experiencing issues, consider contacting the Arlo Support Team for further investigation. You will find several options for contacting support in the provided link. If you have any additional questions/concerns feel free to private message me. I would be happy to help.

JamesC