topic Re: Customer support line in Arlo

Arlo plan

mrkwmsn — Wed, 08 Jan 2025 13:04:48 GMT

How do I contact a person at ARLO? Arlo sent me an e-mail to renew my service with upgrade and an option to pay upfront. I clicked the link paid upfront but my existing service was cancelled and there was no renewal. I contacted support, requested a call back but never received a call. I don't want to do the same thing over again so is there a way to speak to someone? I've got 4 ARLO pros. Thanks.

Customer support line

TCOWY — Mon, 06 Jan 2025 16:26:21 GMT

I am trying to reach a live person at Arlo. There is no phone number anywhere on the web site. I tried using chat and get an automated answer telling me I am not allowed to speak with a live person. It also tells me I cannot email Arlo. If I click on the 'call live person, the link does nothing. The reason for my inquiry is that I received an email subscription update notice, but when I try to follow it through, the information does not match the email. I am so frustrated at this point that there is no live person to whom I can either email or call that I am ready to just cancel my subscription for good. Does anyone have a telephone number for customer service -- assuming such a concept exists at Arlo?

Re: Customer support line

jguerdat — Mon, 06 Jan 2025 16:29:09 GMT

Access to official support is done via the phone app. Click on Settings, Support (as you've done on the web client) to get the phone number. You do need a subscription to be able to actually get support.

Re: Customer support line

TCOWY — Mon, 06 Jan 2025 16:31:47 GMT

Please stop telling me I need a subscription. I have had one (and still have one) for five years or so. But at this point I am ready to cancel it. Arlo is not the only camera company on earth.

Re: Customer support line

TCOWY — Mon, 06 Jan 2025 16:34:04 GMT

... and there is no phone number on the app support screen. All there is, is yet another set of entries to make to request help. If you really have a telephone number, kindly send it to me.

Re: Customer support line

jguerdat — Mon, 06 Jan 2025 16:35:32 GMT

I/we don't know whether you have a subscription since this is a user-to-user forum and I don't work for Arlo. If you want official support, message one of the mods here ( @JamesC , @ShayneS , @BrookeN ) or follow my directions.

Re: Customer support line

TCOWY — Mon, 06 Jan 2025 16:40:02 GMT

I followed your directions and there is no phone number to call on the app. If you or anyone cares about keeping a customer, and if you are not associated with the company, no doubt you can forward this string to someone at Arlo. I'll wait the rest of this day to be contacted by someone with whom I can speak. if not, then I'll just cancel my subscription. I've used and liked the cameras and the product for years, but if Arlo refuses to speak with their customers, they will have one less customer in a few hours. I guess business is good enough that they do not care.

Re: Customer support line

jguerdat — Mon, 06 Jan 2025 16:42:43 GMT

Use Contact Support and follow the instructions there or select your camera to do the same thing. I believe phone support is something like 7AM-7PM PST so that may what you're running into.

Renewing through email failed yet still charged me

rrnash — Mon, 06 Jan 2025 20:27:00 GMT

I received an email saying the secure plan had increased in price this year and a promotion was offered to me to keep the price the same for the next year. I went through approving the promotion and the website said it timed out. I have now been charged the amount that the promotion said it was going to charge and my Arlo account says I have no plan.

New subs

GinaMar — Mon, 06 Jan 2025 22:34:09 GMT

I received an email saying that I could keep the account at a lower price and keep the 2 camera bases recording to the library. I followed the link and never received a confirmation. Now I’m charged the annual price with one camera hung out to dry. No customer service numbers and I feel screwed. I want to cancel but that might get screwed up too. Anyone else receive an email?

Re: Renewing through email failed yet still charged me

rrnash — Tue, 07 Jan 2025 01:21:43 GMT

I forgot to mention one important detail: since my Arlo account says I don’t have a plan now, it won’t let me speak to live agents meaning I don’t have any way to contact Arlo except through this thread. Does anyone know how I might contact someone at Arlo that could help me?

Re: Renewing through email failed yet still charged me

StephenB — Tue, 07 Jan 2025 13:22:59 GMT

@rrnash wrote:

I forgot to mention one important detail: since my Arlo account says I don’t have a plan now, it won’t let me speak to live agents meaning I don’t have any way to contact Arlo except through this thread. Does anyone know how I might contact someone at Arlo that could help me?

I'm tagging the Arlo mods - @BrookeN , @JamesC , @ShayneS .

They can create a support request on your behalf.

Re: Renewing through email failed yet still charged me

BrookeN — Tue, 07 Jan 2025 17:24:33 GMT

@rrnash can you please dm me a good call back number as well as a good time to reach out. You send a dm by clicking on the envelope icon on the top right of the forum page.

Re: Customer support line

BrookeN — Tue, 07 Jan 2025 19:01:32 GMT

@TCOWY what can I help you with? I can reach out to support for you, I would just need to know more information on what you are needing assistance with. Also, if you can please dm me with a good call back number as well as a good time to call. You send a dm by clicking on the envelope icon on the top right of the forum page.

Re: Customer support line

StephenB — Tue, 07 Jan 2025 21:52:28 GMT

@jguerdat wrote:

I believe phone support is something like 7AM-7PM PST so that may what you're running into.

6 am to 6 pm US Pacific Standard Time.

Re: Arlo plan

BrookeN — Wed, 08 Jan 2025 15:42:53 GMT

Hi, Can you please dm me with a good phone number as well as a good time to have support call you? You send a dm by clicking on the envelope icon on the top right of the forum page.

Re: Renewing through email failed yet still charged me

BrookeN — Wed, 08 Jan 2025 15:56:39 GMT

Thank you for providing that information. I have reached out to support with the information you provided, they will reach out soon.

Re: Arlo plan

BrookeN — Thu, 09 Jan 2025 15:43:56 GMT

Thank you for providing that information. I have reached out to support, they will be reaching out to you as soon as possible.

Re: New subs

BrookeN — Thu, 09 Jan 2025 16:29:11 GMT

I would be more than happy to help you. Can you please provide me a good callback number as well as a good time to reach out to you. You can send this via dm. You send a dm by clicking on the envelope icon on the top right of the forum page.

Re: Renewing through email failed yet still charged me

BettyK — Thu, 09 Jan 2025 16:34:59 GMT

I received the email about renewing with the same rate if paid annually.....I did it..but when at the payment screen, I received an error message and it said to try again later. However, I noticed the next day that I was not getting any recordings since I did that. I tried to use the chat option in my app and got nowhere except frustrated....the app says that I don't have a plan....and they won't let me talk to anyone since I don't have a plan. However, I paid on 12/28/24 $12.99 for my original monthly service and then today, I thought I should check my credit card statement to make sure the annual charge didn't go through....BUT IT DID....and I still don't have any recordings. Ironically, the same day that the annual charge hit my credit card statement...someone stole one of my cameras....but I can't see the recordings because according to ARLO, I don't have a plan....ugh....very frustrating! PLEASE HELP ME!