topic Re: 1001 We are sorry. We are unable to change your plan at this time. in Arlo

1001 We are sorry. We are unable to change your plan at this time.

anlao44 — Wed, 18 Jul 2018 00:39:05 GMT

I tried to upgrade Arlo Smart subscription to activate more than 5 Arlo Pro 2 cameras. There is no upgrade button on iOS client. So, I used Web client Chrome and IE to upgrade and follow on-screen instruction. After the last step to review and confirm the subsciption upgrade, I ran into the orange bar error ontop of the screen with the message "1001 We are sorry, We are unable to change your plan at this time. Please try again now." (See attached screenshot). I attempted serveral times by clicking "try again" and failed at each attempt. My credit card was charged $1 in each failed attempt. I tried with a second credit card and encountered the same problem. Now, my second credit card also got charged.

I called Arlo support line and got the case number created. I'm told it will be escalated to Level-2 Support, but it has been more than 3 days and hasn't been resolved. No reply from Level-2 Support. Only got calls from 1st line support which they can't do much and have limited technical knowledge. 1st line support kept saying Level-2 support hasn't get back to them yet.

Please help if you ran into the similar issue and how did it get resolved.

Re: 1001 We are sorry. We are unable to change your plan at this time.

JamesC — Wed, 18 Jul 2018 14:57:28 GMT

anlao44,

I was able to look up and review your open support case. I have requested an update/escalation, an agent should be reaching out to you as soon as possible with a status update.

JamesC

Re: 1001 We are sorry. We are unable to change your plan at this time.

anlao44 — Wed, 18 Jul 2018 17:06:32 GMT

I want to request the solution to the problem not just the update status. I have been getting status updates of getting no-where for more than 3 days. Hope it's understandable.

Re: 1001 We are sorry. We are unable to change your plan at this time.

Hfield — Wed, 18 Jul 2018 19:23:40 GMT

I am getting the same problem. I cannot change my subscription plan, I get the same orange bar, I've contacted support and have not heard back. Can anyone help, please

Re: 1001 We are sorry. We are unable to change your plan at this time.

Retired_Member — Thu, 19 Jul 2018 14:47:20 GMT

I am having the same issue. Got to level II support and they wanted to remote into my PC. I did not agree, saying that I did not understand why remoting into my PC would help them solved an obvious e-commerce issue.

Re: 1001 We are sorry. We are unable to change your plan at this time.

Hfield — Thu, 19 Jul 2018 18:58:41 GMT

I don't get that. They have charged my account $10 so far, over several days, and now I've given up unless I can get some help. I put in a support request, but have never heard back. It makes me wonder why I keep using their products. Hopefully you can get some answers. They have issues with their software.

Re: 1001 We are sorry. We are unable to change your plan at this time.

JamesC — Thu, 19 Jul 2018 19:49:19 GMT

Engineering is currently investigating reports from a small number of users experiencing this issue. I will provide an update as soon as I know more.

JamesC

Re: 1001 We are sorry. We are unable to change your plan at this time.

anlao44 — Thu, 19 Jul 2018 21:09:49 GMT

I can't wait forever. I have only 2 more weeks left to return the recently purchased Arlo Pro 2 cameras to Amazon and get my money back 100%. Please expedite and resolve the issue.

Flexibility of adding more than 5 cameras to the Arlo system in the future is a joke if ease of upgrading the subscription isn't offered from Arlo. Now, I'm tied up with a 5-cameras system only which I bought a while ago. I can't return it and get my money back anymore.

Re: 1001 We are sorry. We are unable to change your plan at this time.

rwasalaski — Mon, 23 Jul 2018 12:30:20 GMT

Getting the same things on my end, despite using Chrome, Firefox, Edge, IE, 3 different networks AND the Arlo App. I have (13) Pending, $1 dollar charges, but I'm still "stuck" w/ the Basic Subscription. The Live Chat did not help and nothing yet from Netgear after (3) emails.

Arlo Pro 2: not able to upgrade my Subscription.

kpeace — Fri, 27 Jul 2018 23:42:25 GMT

I am not able to upgrade my Subscription to Arlo Smart Premier. I am also not able to CVR to my Arlo Pro 2 cameras. I receive: {0} We are sorry, We are unable to change your plan at this time. Please try again now.

I have tried to make the change from my app on Android as well as from my pc (Edge, Chrome and Firefox)

I opened a ticket with support. They walked me through numerous attempts of stopping forms in all of my browsers.

Added info: I signed up for the 30 day trial of Arlo Smart Premier. That worked great. The trial has ended, but my Suscription says i am still using it. It shows it expires July 13, 2018. I tried to change it to Basic or Elite, none of it works. No matter how I change the Subscription, it always fails with "{0} We are sorry, We are unable to change your plan at this time. Please try again now."

Re: Arlo Pro 2: not able to upgrade my Subscription.

brh — Sat, 28 Jul 2018 09:04:37 GMT

@kpeace

What country are you in?

I am surprised that Customer Support was unable to upgrade your plan over the phone.

Brian

Re: Arlo Pro 2: not able to upgrade my Subscription.

kpeace — Sat, 28 Jul 2018 18:15:28 GMT

USA. I am still waiting for their higher level of support to call me back.

it is beyond frustrating.

Re: Arlo Pro 2: not able to upgrade my Subscription.

JamesC — Mon, 30 Jul 2018 15:40:29 GMT

kpeace,

The engineering team is currently investigating this issue. I will provide an update when I have more information.

JamesC

Re: 1001 We are sorry. We are unable to change your plan at this time.

steeler560 — Sat, 04 Aug 2018 03:53:21 GMT

Unfortunately, this is a large spread issue that Netgear/Arlo don't seem to want to acknowelge. I'm getting the same issue, except my error message is "14016 We are sorry, We are unable to change your plan at this time. Please try again now."

I've tried Netgear support and they escalated it to Level II and promise a call back...no one ever called. What I don't understand is that everything was working perfectly until last week. Now the CVR subscription that I've paid for annually upfront shows no subscription and if I try to uprgade the plan I get the error message above. Thus, I am stuck at 5 cameras currently with no way to upgrade to the 3 new carmeras I purchased and the continuous recoring feature that I needed and already paid for no longer works.

I've lost all faith in Netgear support after being promised on multiple occasions that someone is going to call me and then they never do. Others are experiencing the same issues and all I see in the Arlo community boards is some support representative suggesting people disable auto fill and manually type in the billing address and credit card info...did that, and it STILL DOES NOT WORK!?!?! Going to search other more reliable alternatives to the Arlo security cameras.

Re: 1001 We are sorry. We are unable to change your plan at this time.

rwasalaski — Sat, 04 Aug 2018 16:09:17 GMT

I did manage to figure out my issue as to the 1001 error ... the name on my NG (Arlo) account did not match exactly the names on the CCs I tried, i. e., it it not have my middle initial! There was nothing to indicate that the names had to match, as prompted for most online CC purchases.

After I added my middle initial, the upgrade worked fine as the added features are great. Good luck others!

14016 We are sorry, We are unable to change your plan at this time. Please try again now.

steeler560 — Sun, 05 Aug 2018 17:26:52 GMT

I have to imagine I'm not the only one experienceing this issue.

I've had an Arlo system setup and working fine for over a year. I upgraded one of the Arlo cams in January 2018 to the Arlo Pro 2 and at that time prepaid for the annual Premier upgrade and CVR feature and it was working fine until about the last week of July 2018. I noticed that the CVR feature was no longer working after we experienced a security issue at the house and there was no continuous recording to go back to look at. I also happened to add an addition Arlo Pro 2 camera to the system and when I did try to add it I received the error message:

"14016 We are sorry, We are unable to change your plan at this time. Please try again now."

I then noticed that not only did it now allow me to add the CVR feature to the additional Arlo Pro 2 camera but the Premier subscription that I had prepaid for this past January was gone. The Arlo systmem won't allow me to upgrade the new camera and also DOWNGRADED my plan to a basic subscription rendering 3 of the 8 Arlo cameras I have useles!!!!

I have since contacted Netgear support for Arlo on 5 separate occassions over the past few weeks. Each time it's an eternal time waiting on hold only to be transfered to a Level II technician who again puts me on hold and advises they will check the status of the issue with a senior Arlo engineer. The end result is the Level II agent coming back on the line to let me know that it is a known issue and that Arlo engineers will put coming up with a solution high on the priority list and that I can expect an email when the fix is complete.

As the owner of a software development firm, my own company is not immune to technical issues. HOWEVER, our team is expected to work on these issues IMMEDIATELY and they technical issues resolved within hours NOT DAYS OR WEEKS!!!!!!

At this point I am looking at more reliable alternatives to Arlo even if it means hard wiring the system. The wireless capabilities of the Arlo system means nothing if they can't be counted on to work and Netgear support cannot seem to be able to resolve issues in a timely manner. I asked the Arlo Level II agent to please refund me the annual subscription that I paid for in advance and cannot even use. I was told that they would escalate the request to the billing department and that someone would get back to me on what can be done...thus far...NOTHING.

The entire experience and lack of support from Netgear and Arlo has convinced me never to buy a Netgear or Arlo product again. Buyer beware...the system is nice when it works but between this, cameras randomly going offlne and video quality often times streaming so poorly even on the Arlo Pro 2 cams that the video is usless I know there are far better and reliable alternatives.

Re: 14016 We are sorry, We are unable to change your plan at this time. Please try again now.

steeler560 — Sun, 05 Aug 2018 17:27:55 GMT

Arlo support...WHERE ARE YOU?!?!?!

Re: 14016 We are sorry, We are unable to change your plan at this time. Please try again now.

DawnM — Sun, 05 Aug 2018 17:59:31 GMT

Hello steeler560,

Sorry you are encountering this error. Engineering is actively working on this issue and I have added your case to the information engineering currently has. I'll update this thread when I have an ETA.

Re: 14016 We are sorry, We are unable to change your plan at this time. Please try again now.

steeler560 — Wed, 08 Aug 2018 03:08:34 GMT

2 days later and STILL no word on when this issue will be resolved. For the record, it's now been a few weeks! Absolutely unacceptable that Netgear would allow an issue with something like a security system to go unresolved for more than 24 hours let alone WEEKS! I'll never buy another Netgear or Arlo product again...the lingering issues and gltiches just aren't worth it...

Re: 1001 We are sorry. We are unable to change your plan at this time.

kte12 — Sun, 12 Aug 2018 00:56:21 GMT

I have had this issue for over a month.

"14016 We are sorry, We are unable to change your plan at this time. Please try again now"

Started when I cancelled the CVR subscription....afterwards, my premiere account got downgraded to basic for some reason. Trying to resubscribe to Premiere and get the error messgage.

This is just sad. I got 6 cameras and want to give Netgear my money.