topic Re: Cannot Log Into the My Arlo web portal in Arlo

Cannot Log Into the My Arlo web portal. Opens spinning circle but never loads.

dcg1080 — Thu, 14 Oct 2021 14:11:52 GMT

I am having trouble logging into the Arlo webportal (my.arlo.com) and when I enter my user and password it just opens a spinning circle as if it's loading and never loads.

This has repeated on three browsers and two devices. I have reset my password and I have cleared my cache.

I have created an entirely different username and it has allowed me to log into the portal, so it seems to me there's something wrong with my specific username. I can log into my account on the website with no problems, but when I attempt to log into Arlo Secure to change my subscriptions it will not work.

I've spent about an hour and a half with Arlo tech services and it has taken them that long to ask me to reset my password, clear my cache, and just wait a little while. Repeated attempts to escalate my tech support case to someone who may be able to resolve it have been ignored.

Re: Cannot Log Into the My Arlo web portal

dcg1080 — Wed, 13 Oct 2021 16:50:03 GMT

So far I've spend about two hours trying to solve this problem on my own while the chat reps do pretty much nothing.

I have kapserky, so thought that might have a problem. I whitelisted all the sites I've seen in other posts and got no result. I disabled kapersky completely and got no results. I was able to log in with a different username without any of that, so I'm confident it's not kapersky.

I tried Firefox, Edge, and Chrome on my computer. IE wouldn't even load the page. I tried Firefox and Safari on my phone. Same result with all.

At this point I've started shopping for Nest cams. Not sure what else I can do on this. I think my only other option would be to try to link all my cameras with a new account (assuming I could do that without being able to get into my old account to delete them), but if this is a problem that ever repeats it's not worth the risk.

Re: Cannot Log Into the My Arlo web portal

StephenB — Thu, 14 Oct 2021 11:09:56 GMT

Have you tried using incognito (private browsing) mode?

How is 2FA set up?

Re: Cannot Log Into the My Arlo web portal

dcg1080 — Thu, 14 Oct 2021 11:31:21 GMT

I did attempt incognito mode, but only in Firefox (mobile and desktop).

2FA isn’t set up since I haven’t been able to log into the portal to do so.

Re: Cannot Log Into the My Arlo web portal

StephenB — Thu, 14 Oct 2021 13:10:18 GMT

@dcg1080 wrote:
2FA isn’t set up since I haven’t been able to log into the portal to do so.

Do you have an Android or iOS device that can run the app?

Re: Cannot Log Into the My Arlo web portal

dcg1080 — Thu, 14 Oct 2021 14:59:43 GMT

iOS device is working properly on the app (iPhone 11 Pro with iOS 15.1) and allows me to log in and view cameras, etc. I can also log into the website account online, but just not into the my.arlo.com portal.

Ordinarily the app usage would be enough to keep me from complaining, but there's no ability to change the subscriptions in the app, it refers it back to the web portal to add/change, but I can't do that without logging in (which was really the only reason I started trying to log in at all).

Re: Cannot Log Into the My Arlo web portal

JessicaP — Fri, 15 Oct 2021 14:47:16 GMT

Hey dcg1080,

You mentioned you contacted the support team. Let me reach out to you via private message to gather more information from you.