topic Re: Account Updates - Deceased Member in Arlo

Account Updates - Deceased Member

shadespkb — Wed, 26 Jan 2022 03:09:55 GMT

My father recently passed away. He had a couple Arlo cams attached to an account. I am an authorized user. From what I can tell, this is a free account. It says there are no subscriptions. Would that be right? Is it possible to update the main account with my info or make my account primary? How does that work.

Thanks.

Re: Account Updates - Deceased Member

Dannybear — Wed, 26 Jan 2022 04:25:46 GMT

If the system is pro2 or older you do not require a subscription for basic features.
If you have your father’s credentials you can remove the devices from his account and install on your account. Just be aware that there is a 5 camera limit per account without subscription plan.
If you’re unable to access the credentials then you will need to contact arlo support which now requires a subscription plan.

Re: Account Updates - Deceased Member

StephenB — Wed, 26 Jan 2022 12:02:31 GMT

@Dannybear wrote:
If you’re unable to access the credentials then you will need to contact arlo support which now requires a subscription plan.

One of the mods might be able to help escalate ( @JessicaP , @ShayneS , @JamesC ).

Re: Account Updates - Deceased Member

shadespkb — Thu, 27 Jan 2022 00:17:49 GMT

I am able to access my dad's account. I tried to contact support but was told my type of account does not offer support. That must mean I have a basic account.

My dad set up the main account but I was invited (I think) to create my own account, which was done years ago. There are only 2 cams. I also have the cameras showing in my acccount (at least their views). Do I need to remove them from my dad's account if they already show under mine? What do I need to do with my dad's account?

Thanks

Re: Account Updates - Deceased Member

Dannybear — Thu, 27 Jan 2022 04:04:09 GMT

To be able to fully control the account you should remove the cameras and base from the previous owner’s account and install them into your account.
Login to the web portal with a pc on the same network using your father’s credentials and remove the devices manually starting with each camera then the base station.
Then login to your account and add the devices.
Once you’re happy that they have been installed and working for you, login to your father’s account and remove any grant access account to remove yourself from his account.
If you’re then happy, private message a moderator here on the forum to have your father’s account removed.
I don’t know if it’s possible to transfer an account but a question for the moderators, @JessicaP.

Re: Account Updates - Deceased Member

shadespkb — Wed, 02 Feb 2022 03:18:15 GMT

Thank you for the advise. Since I already have an account where the cameras already show, am I only getting the view as a user but need to access the main account to have full control? I'm just trying to figure out the best way of handling it. If there was a way to make my account the admin or whatever it needs to be and close my dad's account, but that may not be how it works. As previously mentioned, perhaps the mods may have some insight. @JessicaP @JamesC @ShayneS

Re: Account Updates - Deceased Member

StephenB — Wed, 02 Feb 2022 11:45:02 GMT

@shadespkb wrote:

Thank you for the advise. Since I already have an account where the cameras already show, am I only getting the view as a user but need to access the main account to have full control?

Correct.

You have two options:

remove the cameras and base from the primary account, and add them back to yours. Then ask @JamesC to remove the old account.
Ask @JamesC to remove your account, and then change the email address on the primary account to yours.

I'd be inclined to go with (1), but maybe wait and see what JamesC has to say.

Re: Account Updates - Deceased Member

JamesC — Wed, 02 Feb 2022 17:32:31 GMT

shadespkb,

If you would like to consolidate the cameras to one account, remove the cameras and base from the account and then re-onboard as new on your primary account.

JamesC

Re: Account Updates - Deceased Member

shadespkb — Fri, 04 Feb 2022 12:39:26 GMT

James,

Thanks for the advise. Is there a help document that explains the process of removing the cameras and re-onboarding?

Thanks,

David

Re: Account Updates - Deceased Member

StephenB — Fri, 04 Feb 2022 13:11:04 GMT

@shadespkb wrote:

Is there a help document that explains the process of removing the cameras and re-onboarding?

https://kb.arlo.com/1713/How-do-I-remove-a-device-from-my-Arlo-account

https://kb.arlo.com/1088401/Can-I-add-an-additional-Arlo-device-to-my-existing-Arlo-camera-or-system

Note you need to remove both cameras and base stations.

Re: Account Updates - Deceased Member

shadespkb — Fri, 04 Feb 2022 13:29:29 GMT

Stephen,
The first link says that all settings will be erased. Is there a way to back that up first? I imagine I can view the settings and make note of them. Keep in mind that it was my dad who set it up so I don't know what the settings are. Would you recommend copying or somehow making not of the settings first so they can be replicated?

Thanks,

David

Re: Account Updates - Deceased Member

StephenB — Fri, 04 Feb 2022 13:39:46 GMT

@shadespkb wrote:
The first link says that all settings will be erased. Is there a way to back that up first?

The settings are saved in the account, so they will be erased. There is no way to back them up.

So you will need to look at them, and make a note of what they are. Though I think this depends some on whether you are planning to keep the cameras at their current location.

In addition to the camera and base settings, you need to look at the modes (and the rules in the modes), as well as the schedule (if set) and geofencing (if set).