Upgrading subscription still impossible

[Port494]

Earlier in 2024 I purchased a Pro 5 and set up a single camera subscription. All good.

I have since purchased two arlo essential outdoor 2nd generation cameras and want to upgrade my arlo subscription so that all three cameras are included. The 2nd generation cameras are currently under a free trial subscription.

I use an iphone with app, but understand the only way to upgrade a subscription is via computer directly to the arlo.com website and log into MyArlo that way and select the upgrade. I have tried via my computer but when I select 'upgrade' all I'm presented with is a pop up asking me to 'drag' the cameras I want to include across onto the pop up, but there's nothing available or visible for me to 'drag' anywhere. 

How can I possibly now upgrade my subscription.

[Port494]

Anyone out there?

[jguerdat]

ANy camera on a trial subscription is unavailable to be added to a paid sub. Wait for the trial to expire.

[Port494]

Thank you. I will do that

[Port494]

Hi, you mentioned that I needed to wait until my trial subscription ended before I could upgrade my 'single camera subscription' to 'multi camera subscription'. This I did. The trial has ended. However, I have gone into my account and selected the option to 'UPGRADE' and received the same pop up screen that I did when I had the trial. I asked me to 'Drag a camera here to include it in your plan'. It showed the two additional cameras below that I would like to add to my plan (the original camera on the single plan was not showing). BUT, I am unable to select or move the two showing to the area where it says to drag them to. Why would that be now that the trial has ended????? Also why is the original camera not showing as an option to drag? I want all three in the multi camera update. Pleaseeeeeeeee can you tell me what to do.

[jguerdat · Accepted solution]

Have you tried using a computer browser to do this? Go to my.arlo.com and see if that makes a difference.

[Port494]

Hi, yes I did use my computer. So I am still none the wiser. Any other ideas?

[Port494]

No difference, I’m afraid. This is now quite urgent as I need to save recordings to the cloud for all three cameras. Pleeeeeease could you resolve for me? Each camera has a different location name, only the original one appears in dashboard on mobile app. To see the other two I have to click on devices in the app, don’t know if that makes any difference. For my account I always use my computer (eg for subscriptions, downloads etc) I don’t want to cancel my direct debit for the original camera as I fear it will completely mess up the first camera settings. I don’t even seem to be able to take out single subscriptions for the added two individually. I’m tearing my hear out literally. Pleeeeeeease help

[StephenB]

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@Port494 wrote:

 Each camera has a different location name, only the original one appears in dashboard on mobile app. 

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Are you talking about the camera name?  Or did you set up a different location for each camera?

Are the cameras located on different properties?

[Port494]

Hi, thank you for trying to help me. I really do appreciate your time and kindness.

All three cameras are in the same property, just located within different areas of the property - roof, hall, lounge. I do not know if it means anything but within the settings for each camera under location, all three have the same location: 494 Hall.

Ok, below are the general settings in my app/computer. I don’t know if that will help you make sense of any issues that are stopping me upgrading my subscription.

In App/ computer I see a main title for my account - 494 Hall

In app I also see the following -

Dashboard: only currently shows the original camera named ‘494 Hallway camera’. I think it should show all three?

Devices: shows the 3 cameras -

the original (494 Hallway camera), and the two newer cameras called:

494 rooftop, and

Lounge back up essential

Locations and plans:

ARLO secure - ARLO secure single camera (I need to change to multiple, but even when using the computer and go into my account to upgrade, I cannot select anything to drag). It only shows the two newer cameras roof and lounge, not the original 494 hallway camera and I cannot select anything to drag.

Location name: 494 Hall - this is the same if I go into each camera’s individual settings. Shows location as 494 Hall

Address: empty

Location settings: this presents me with option to select temperature. Celsius is selected.

Devices: 3 - the cameras are called:

494 hallway camera (this is the original one on single subscription),

494 rooftop,

lounge back up essential.

Plans: ARLO secure - ARLO secure single camera

CVR plan: no plan

Mobile plan: no plan

Also despite each camera set to show alert in feed, nothing at all is now showing in feed. 

package detection: Devices: 494 Hallway camera. It says in strap line above: ‘Select a camera to manage active package detection. Only 1 can be active at a time’ … devices: 494 Hallway camera (not ticked).

do hope this is helpful. Really appreciate if you can help. 

[StephenB]

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@Port494 wrote:

Dashboard: only currently shows the original camera named ‘494 Hallway camera’. I think it should show all three?

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Can you try pressing the + on the top left of the dashboard screen, and then add widgets for the other cameras?

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@Port494 wrote:

ARLO secure - ARLO secure single camera (I need to change to multiple, but even when using the computer and go into my account to upgrade, I cannot select anything to drag). It only shows the two newer cameras roof and lounge, not the original 494 hallway camera and I cannot select anything to drag.

Have you already purchased the multi-camera subscription?

In general, the cameras move from the trial to the multicamera subscription automatically when their trials expire.

[JamesC]

Port494,

I've checked your account and you have an active single camera plan for one camera, the other two have no plan.

To change your single camera plan to a multicamera plan, you need to follow the instructions listed here: https://kb.arlo.com/000063052/How-do-I-change-or-cancel-my-Arlo-subscription-plan-Arlo-Secure-4-0

JamesC

[Port494]

Hi, thank you again for your advice. Unfortunately I only have the single camera subscription and have not been able to upgrade to multi camera. When I try, using the computer, (explained in my earlier thread), I get a pop up asking me to drag the cameras I want in the multi plan into boxes but I cannot select anything to drag. That is the problem. So I cannot upgrade. In the pop up it only shows the two newer cameras below the area to be dragged to, not the original so I fear I would lose the original. Either way I cannot select anything to drag. The trial has expired. I’m using my computer, but no joy. Sorry to be a pain but please can you help me further? 

[Port494]

Sorry James, I am aware

i only have a single camera plan, I have been trying for an age now to upgrade to a multi camera plan but am going around in circles. I followed the instructions in your links but it doesn’t work for me, even using a computer. Any other suggestions? 

[Port494]

Hi re above message/link instructions to upgrade. This is what I see. The single camera on a plan is not showing and I cannot click drag or do anything with the two listed under ‘no plan’ , pleeeeeease help me solve this issue 

[Port494]

 

[Port494]

Hi Stephen B, I am unable to upgrade to multi camera plan despite using computer. I am presented with pop up asking to cluck drag but cannot select, click or drag. Getting pretty desperate now

[Port494]

Hi, is anyone out there to help me, pretty please?

Still unable to upgrade subscription despite using a computer and following ARLO’s instructions.

I’d be soooooo grateful 

Thanks

[Port494]

Pleaaaaaaaase anyone?

[JamesC]

Port494,

I've escalated the details you've provided here. A customer care agent will be reaching out to you to assist further.

JamesC

[jguerdat]

What plan do you have now? It may be fastest to migrate to a new plan (cancel the old one and subscribe to a new one) or even migrate to the new user interface that uses Feed to view recordings instead of the old one that uses Library. If you use custom modes and/or have a more complex setups, migrating to the new interface would be the last thing I'd try.

[Port494]

Hello James, I thank you for escalting. I received an email telling me to go into the app, select settings, then tap support centre, then select the active support request and update with the agent BUT despite having going into the app, selecting settings and tapping support centre, there are NO active support requests SO I'M STUCK AGAIN. I also tried logging into my.arlo.com on my pc, selecting support centre (that just took me to a generic web page). Again NO support requests. I think I'm at the point of jumping off a cliff! I just cannot get anywhere, although I do appreciate you have tried to get someone to help me in person. Is there any other way of engaging with a live agent?

[Port494]

#upgrade subscription

Firstly I'd like to thank James for escalating that I couldn't upgrade from a single camera subscription to a multi camera subscription. I knew I couldn't do this on an iphone but did try a PC but it still wouldn't allow me to do so . Following James' escalation, I received an email with a case ticket number from a gentleman called Gregory who suggested I visit:  https://www.arlo.com/en_eu/support

And then at the bottom of the page where the text says "Existing customer looking for assistance with your product or service?" log in to my account. He also suggested I could start a live chat with a support agent on this page (https://www.arlo.com/en_eu/support/live-chat) but that just came up with the chatbot that was no help at all.

Having gone through the chatbox and selected that it did not help me, it threw up some phone numbers - hurrah! Don't bother with the #UK customer support number it doesn't work. I tried another european number and got to #speak  to a real live human being, who was soooooooooooo helpful. (Thank you Hannah)

So to resolve my issue of not being able to #upgrade my subscription, when presented with the pop-up screen asking me to #Drag a camera here  (eg the additional ones that I now wanted to include in the upgrade multi camera subscription package), it was simply a case of firstly checking that the additional cameras I wanted included were in the list below the 'Drag here' boxes, THEN MOST IMPORTANTLY, alongside the camera you want to include, look to the far right of it. It should display three grey lines (they are very faint). Hover over or select the three lines (you should get a icon appear like arrows showing north, south, east or west) #drag that to one of the grey boxes above, and HEY PRESTO, you've now managed to select the additional cameras that you want to include in your upgraded plan. Once you've included whichever additional ones you want you can then proceed through to the payment channel. I was a bit concerned that the camera I had on the original single camera plan wasn't on the list but was assured it would be included, AND IT WAS. Sorted. Happy bunny now