topic How to get US account support? in Arlo

How to get US account support?

Retired_Member — Fri, 10 Feb 2023 18:09:35 GMT

Arlo seems to think I’m in Germany and wants to send me to EU support. I’m in the US!
how do I talk to someone to fix this. I’ve looked all over and see no where in my account that indicates region or country… except when trying to buy the subscription and it auto fills Germany as the country and won’t let me change it.
thanks

Re: How to get US account support?

jguerdat — Sat, 11 Feb 2023 13:38:56 GMT

You likely will need to remove all devices from your account and start fresh to fix this. Any chance you were in Germany or using a VPN to a German server when you first set up things? If so, you likely will also need a new account so everything is seen as being set up in the US.

Re: How to get US account support?

Retired_Member — Sat, 11 Feb 2023 14:35:37 GMT

I was stationed in Germany ages ago. But I purchased and set up these cameras in the US. I can’t just reset everything, I’m on a long vacation and 2 of the 5 cameras free trial just expired. Hence trying to buy the plan.
There must be a phone number somewhere to call.

Re: How to get US account support?

jguerdat — Sun, 12 Feb 2023 16:34:55 GMT

Not without a subscription. @JamesC or @ShayneS ?

Re: How to get US account support?

JamesC — Mon, 13 Feb 2023 21:30:53 GMT

Katie26,

If you created the account outside the US or you were using a VPN at the time the account was created, this can result in the country code associated to the account being incorrect.

You will need to create a new account while in the US (and not using a VPN) to receive the correct country code on the new account.

JamesC