Cancel Subscription

[adro145]

I cannot believe a company like this has such pathetic customer support services & such convoluted processes.

I need to cancel my arlo subscription because I don't use it enough and it's expensive for what it is. Now, I've gone into the app to find out how, the web support page says to navigate to my.arlo.com. I do this and on my desktop the website was both timing out and straight up not loading, or it would get stuck on an infinite logging in "please wait" loop. So I go on my phone, log into the website, request the desktop website, and am provided with a home screen that has my subscription with the "manage" button greyed out. To my increasing frustration, the 'website' has the nerve to say "go back to the app to do this" WHICH THE WEB-BASED SUPPORT PAGE SAYS CANNOT BE DONE ON iOS!!!!!!! THERE ISN'T EVEN AN OPTION FOR SETTINGS OR SUBSCRIPTIONS ON THE APPLE APP!?!?!?!

So then I go to the support page and start a conversation with the chatbot. On top of being pretty tone deaf, the only way to contact this company is to call an (833) number in the USA... which is not toll free from outside the North American continent... WTF!? You sell products globally and you only have a US support number and NO EMAIL??????? The only way to get through to customer support is then via a community page????? SERIOUS WHAT IS UP WITH ARLO?????

So... Can I please cancel my $7.99AUD/month plan because there is physically no other way to do it other than via this page. Thanks.

[StephenB]

---

@adro145 wrote:

I need to cancel my arlo subscription because I don't use it enough and it's expensive for what it is. Now, I've gone into the app to find out how, the web support page says to navigate to my.arlo.com. I do this and on my desktop the website was both timing out and straight up not loading, or it would get stuck on an infinite logging in "please wait" loop.

---

Have you tried a different browser?

[adro145]

Yes, same thing - keeps telling me to “go to the Arlo secure app on your iPhone” which again, as stated on your website & such is the reality, is not possible as the app doesn’t have this menu / option / feature. 

 

[StephenB]

---

@adro145 wrote:

Yes, same thing - keeps telling me to “go to the Arlo secure app on your iPhone” which again, as stated on your website & such is the reality, is not possible as the app doesn’t have this menu / option / feature. 

---

You need to use a PC browser - not the browser in your phone or tablet.

[adro145]

 

Navigated via separate device, still asking me to go to iPhone app.. I don’t know what else to say? Also sorry for pixelated screenshots, best I can do currently. 

[adro145]

I can try another PC device in a couple of days to see if it is any different / can load the website and show cancellation options. 

[BrookeN]

If you are unable to get the subscription cancelled. You can dm me your phone number as well as a good time to reach out. And I will have support reach out to you to help with the cancellation. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. 

[adro145]

I have sent a DM. But I think it would also be great if you could let me and the greater Arlo community know why we can’t access the cancel button or make any changes to the product subscription via the app or web-based services?? Surely this is a simple fix on the website or an app update? It’s insane that the support site says go to the website, and all versions of your website say go to the app that has 0 functionality to manage a PAID subscription. It’s also kind of poor form you can’t tell me how to fix the issue to cancel it without having to receive a call from a support agent for something I should be able to do myself in 2 clicks….

[BrookeN]

You can try using a different browser or clearing the cache. It is not an expected behavior and we do not see it often. I did reach out to support, they will be in contact as soon as possible. 

[adro145]

Have tried a separate computer and tried both chrome and edge, and tried edge again with all the cache deleted... Both browsers are still presenting the same issue you said would not be "characteristic" of the website. Keeps telling me to go to the iPhone app to manage the subscription which, as you may remember, is not supported. I think this may need to be escalated to your web dev team because if the website shouldn't be doing this they need to fix the code. 

In the meantime, I've sent you another DM as I did not recieve any call backs after I missed the first one (as they called back late). Any assistance would be appreciated or an even better option would be if you could just cancel it now as all I'm going to ask for on a phone call is for the subscription to be cancelled... I don't know what else a phone call would sort out???

[Edinburgh_lad1]

It's been reported on here several times that sone users are unable to cancel. Surprisingly, or rather not, Arlo hasn't said why that is. 

If you don't get help from Arlo team on here and if you continue not to be able to cancel, phone your bank and cancel through your bank. You should also file a report with your local Trading Standards Office.

[BrookeN]

@adro145 I apologize this has not been taken care of. I have reached out to support to contact you. Please let me know if you do not here from them within the next few days.