topic Re: Account removed in Arlo

Account removed

Torbi — Thu, 06 Sep 2018 07:04:50 GMT

My system has been offline for about a year and a half. Yesterday when I tried to get it up and running again, I was'nt able to sign in with my account. The error I got was that it could'nt find the account(or likewise). I'm sure the e-mail was correct because when I log in to that e-mail account I have all the notifications about movement catched by the camera. I could'nt reset the password since they could'nt find the account. After a while I created a new account and tried to claim my base station to that account. I then got the message that they could'nt claim the device. Probably because it was claimed by my old account that does'nt exist anymore. I have also done a factory reset on the base station.

Someone got any idea what to do? I have'nt been able to contact the support because it has been unavailable since yesterday afternoon...

Best regards

Dennis T

Re: Account removed

brh — Thu, 06 Sep 2018 11:33:57 GMT

@Torbi

Has this ever been a shared account and if so were you the original owner of the account? If it has never been a shared account then follow the Contact Support banners at the bottom of each page and keep going for a couple of pages more until you come to a dropdown box that lists the phone numbers for each country and see what Support has on file for that account or if they can help you set everything up again.

Brian

Re: Account removed

Torbi — Thu, 06 Sep 2018 15:31:10 GMT

@brh

Hi.Thanks for response 🙂

No it has never been a shared account, and yes I'm the original owner. I've read in other posts that people having the same problem if they bought an already used device, but that's not the case here. The phone number for my country(sweden) seems to be out of use. I managed to sent an e-mail to the support but that does'nt seem to be working either.

Re: Account removed

ShayneS — Fri, 07 Sep 2018 15:21:49 GMT

Hi Torbi,

I have attached the Arlo Tech Support Link Below. You should be able to access all the features here. Arlo Tech Support

Re: Account removed

brh — Fri, 07 Sep 2018 06:30:09 GMT

@ShayneS

I clicked on the link you provided and this is the message I got:

This site can’t be reached

https’s server IP address could not be found

Does this link only work in Sweeden? I am in the US.

Brian

Re: Account removed

jguerdat — Fri, 07 Sep 2018 13:47:13 GMT

The problem with the above link is that there are "https://" parts of the URL. Try this one:

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

Re: Account removed

Torbi — Sat, 08 Sep 2018 14:43:22 GMT

Yes, I know about that support page, and as I stated in the beginning I have managed to sent an e-mail to the support this thursday. I even got a case number(40442886). But... I havent heard a word from them. The chat function does'nt work at all, I can click "start chat" but then the window just turn white and nothing happens. The phone number for swedish support isnt in use at all.

Re: Account removed

jguerdat — Sat, 08 Sep 2018 20:55:50 GMT

I can't address the problems you're having with support but as long as you have a case number, keep replying to it so it doesn't get closed out automatically.