topic Cannot upgrade my subscription in Arlo

Cannot upgrade my subscription

fladak — Fri, 28 Sep 2018 22:40:43 GMT

I received an email prompting me to renew my subscription. When I logged in and went to the payemnt page to upgrade my subscrition, I received the 14016 erro message...cannot do this at this time. That was nearly 2 months ago. Every few days I would log back in & get the same errorr message. Recently my service was downgraded back to basic. I STILL cannot upgrade on line, after nearly 2 months of trying. Tech support said "the engineers are working on it", but she could not accept my payment. So I am left with degraded service & cameras I bough and can't use.

What to do? Who will fix this? Is this the best that Netgear can manage?

Re: Cannot upgrade my subscription

jguerdat — Sat, 29 Sep 2018 13:23:04 GMT

We can't fix it here but have you tried both the app and a browser to do this?

Re: Cannot upgrade my subscription

fladak — Sat, 29 Sep 2018 13:28:59 GMT

Yes I have tried both....using both Chrome & Safari...for WEEKS!

Davis

Re: Cannot upgrade my subscription

jguerdat — Sat, 29 Sep 2018 13:33:52 GMT

The only way to get this fixed is through tech support. Try again.

Re: Cannot upgrade my subscription

JessicaP — Mon, 01 Oct 2018 17:14:15 GMT

Hey @fladak,

Our engineering team is aware that some users are not able to upgrade their subscription and is currently investigating the problem. We appreciate your patience and understanding about this and will provide any update as soon as we have more information to share.