topic Re: Subscription vanished, unable to contact support?! in Arlo

Subscription vanished, unable to contact support?!

El_Mirage — Fri, 01 Nov 2024 18:55:07 GMT

Our subscription plan vanished from our account after our payment in August? Why? How?

We are unable to contact anyone from Arlo by their design, so how do we fix an issue when the other party involved won't allow anyone to reach them? I can just add another subscription, sure, but that doesn't fix why or how this got removed last time. I need answers before I put my card in again only for them to cancel us a month later with no notice.

Has anyone ever talked to Arlo? If so, how? Because even their virtual chat won't escalate up to a real person. Very frustrating.

Re: Subscription vanished, unable to contact support?!

BrookeN — Fri, 01 Nov 2024 19:55:49 GMT

I have reached out to support regarding the subscription not on your account. Support will be reaching out to you as soon as possible.

Re: Subscription vanished, unable to contact support?!

El_Mirage — Fri, 01 Nov 2024 21:20:57 GMT

The message I was sent said to click on "Support Center" from my.arlo.com and then "Support Requests", but there is no "Support Center" link to click on.

Re: Subscription vanished, unable to contact support?!

BrookeN — Fri, 01 Nov 2024 21:46:37 GMT

Did you log on from a desktop browser?

Re: Subscription vanished, unable to contact support?!

El_Mirage — Fri, 01 Nov 2024 22:09:28 GMT

I did. The same browser I'm on right now. It's up in a different tab.

Re: Subscription vanished, unable to contact support?!

El_Mirage — Fri, 01 Nov 2024 23:19:35 GMT

We just need someone to tell us why our billing was removed and how to put it back without it being removed again without notice. Can we get someone to email us directly? Call us?

Anyone?

Re: Subscription vanished, unable to contact support?!

El_Mirage — Sat, 02 Nov 2024 00:24:00 GMT

Re: Subscription vanished, unable to contact support?!

StephenB — Sat, 02 Nov 2024 12:40:57 GMT

@El_Mirage wrote:

I did. The same browser I'm on right now. It's up in a different tab.

Use the app instead.

Re: Subscription vanished, unable to contact support?!

BrookeN — Mon, 04 Nov 2024 14:49:24 GMT

@El_Mirage I had let support know, did they reach back out to you?

Re: Subscription vanished, unable to contact support?!

El_Mirage — Tue, 05 Nov 2024 22:49:50 GMT

No one has reached out to me. If support does exist, why make it this hard to connect?

Re: Subscription vanished, unable to contact support?!

El_Mirage — Tue, 05 Nov 2024 22:53:39 GMT

Thanks, but no. I would like someone from support to explain how our billing was turned off, who turned it off, and how we can fix it to not happen again. The app is not a replacement for a support team, and as a paying customer we should be able to get minor help without jumping through this many hoops over a billing issue.

Re: Subscription vanished, unable to contact support?!

StephenB — Wed, 06 Nov 2024 13:02:51 GMT

@El_Mirage wrote:

No one has reached out to me.

If they call, the caller ID won't be helpful. So if you routinely only answer calls you recognize, you might have missed their callback.

Re: Subscription vanished, unable to contact support?!

BrookeN — Wed, 06 Nov 2024 14:47:17 GMT

@El_Mirage I am unable to look into billing I do apologize. Support will be reaching out to you again, please be on the lookout for that call or email.

Re: Subscription vanished, unable to contact support?!

El_Mirage — Wed, 06 Nov 2024 17:39:09 GMT

Support has sent me a link. When I click the link and type anything into the message box and try to send I get the error "We're sorry. Something went wrong. Please try again." The "Call a live agent" text isn't a link and can't be clicked.

Re: Subscription vanished, unable to contact support?!

BrookeN — Wed, 06 Nov 2024 19:23:16 GMT

Can you please pm your contact information and a good time to call. You send a dm by clicking on the envelope icon on the top right of the forum page.