topic Re: Used Base Station Linked to Account of Deceased Person in Arlo

Used Base Station Linked to Account of Deceased Person

seattlemagpies — Sun, 01 Sep 2024 19:55:32 GMT

I'm an estate liquidator and have several Arlo devices that I know are linked to a deceased person's account. The AI chatbot says I need to contact Arlo Support. Arlo Support says I need to use the app. The app won't connect to support unless you have a registered device. I can't register the device because there's no way to register the device because I can't contact Arlo support. You see where I'm going with this....

Does anyone know how to actually contact support for this issue?

Re: Used Base Station Linked to Account of Deceased Person

Streak2 — Tue, 03 Sep 2024 23:52:57 GMT

Have you tried to factory reset the base?

https://kb.arlo.com/000062881/How-do-I-factory-reset-my-Arlo-SmartHub-or-Base-Station-Arlo-Secure-4-0

Re: Used Base Station Linked to Account of Deceased Person

seattlemagpies — Wed, 04 Sep 2024 01:33:38 GMT

Yes, did full factory reset. Unit powers and connects to the internet, but won’t show up in app.

Re: Used Base Station Linked to Account of Deceased Person

StephenB — Wed, 04 Sep 2024 12:21:59 GMT

@seattlemagpies wrote:

Yes, did full factory reset. Unit powers and connects to the internet, but won’t show up in app.

I'm tagging the mods - @JamesC , @BrookeN , @ShayneS - to see if they can help.

Note you will likely need to provide some proof of ownership. Often accounts for deceased individuals remain active (for example to protect the home during probate).

Another path is to contact the folks who provided the equipment to you - ask them if they have the account credentials. If they do, they should remove the equipment from the account, and then delete the account. (If they don't, they could end up charged for subscriptions they no longer want).

Re: Used Base Station Linked to Account of Deceased Person

BrookeN — Wed, 04 Sep 2024 18:52:01 GMT

@seattlemagpies you do not need to provide it to me, but do you know the owners email address? I can create a support case but they would need that to even be able to look into it.