topic MyArlo.com Site Doesn't Recognize My Existing Account in Arlo

MyArlo.com Site Doesn't Recognize My Existing Account

Rob_2 — Fri, 31 Mar 2023 22:33:46 GMT

So, I've had an Arlo account, and a paid plan, for well over a year. My credit card expired and I went to update the payment info on MyArlo and it doesn't give me the option to edit, only to 'Subscribe". I found a support article but the instructions are not the same as available to me. I've searched all over the site and chat, nothing helpful. Very frustrating and disappointing. Any help would be appreciated, I don't have access to my video library. SS attached.

Any help would be much appreciated, thanks.

Re: MyArlo.com Site Doesn't Recognize My Existing Account

StephenB — Sat, 01 Apr 2023 10:59:21 GMT

@Rob_2 wrote:

So, I've had an Arlo account, and a paid plan, for well over a year. My credit card expired and I went to update the payment info on MyArlo and it doesn't give me the option to edit, only to 'Subscribe".

Are you perhaps using a friend account on the PC?

Re: MyArlo.com Site Doesn't Recognize My Existing Account

jguerdat — Sat, 01 Apr 2023 14:25:28 GMT

Also, since the original credit card expired, your sub may also have expired when the system tried to renew it. You may just have to re-subscribe.

Re: MyArlo.com Site Doesn't Recognize My Existing Account

Rob_2 — Sat, 01 Apr 2023 19:51:13 GMT

Thanks for the reply. The account was mine. I went ahead and started a new sub. I've lost all of the previous library videos. That's disappointing, since the account was still active, it would be nice if they offered a chance to restore the existing sub, and recover the previous library items. It would also be nice if they offered a support line instead of endless rabbit holes to follow.

Thanks again.