Downloaded new app and and using laptop unable to make changes to credit card Arlo essential new app

[Good_Fella]

My subscription shows the plan Im under but no payment method available to update credit card info. I do have 2 base stations and accounts, neither has a method for payment info under my profile

[StephenB]

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@Good_Fella wrote:

My subscription shows the plan Im under but no payment method available to update credit card info. I do have 2 base stations and accounts, neither has a method for payment info under my profile

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You don't see the payment information when you scroll down to the bottom of your subscription page???

Are you using the primary account or a friend account?

[Good_Fella]

Hi 

Thanks for responding. I am the subscription holder and have updated my credit card in the past. There is nothing for payment on my subscription page as it was previously. Really odd it's just not there. Scratching my head

[Good_Fella]

Additionally on my subscription page its says my arlo secure subscription is good thru April 17th with no ability to change credit card or add new payment 

[StephenB]

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@Good_Fella wrote:

Hi 

Thanks for responding. I am the subscription holder and have updated my credit card in the past. There is nothing for payment on my subscription page as it was previously. Really odd it's just not there. Scratching my head

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Do you see "Feed" and "Dashboard" in the app menu?  Or do you instead see "Library".

The iOS app doesn't let you manage payment - you need to log into my.arlo.com on a PC for that.  Not sure about Android.

[Good_Fella]

Im am on my laptop under "my account" and on the "arlo secure subscription" page. It offers to change subscriptions but nothing about credit card or payments

[StephenB]

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@Good_Fella wrote:

Im am on my laptop under "my account" and on the "arlo secure subscription" page. It offers to change subscriptions but nothing about credit card or payments

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Do you see "Feed" and "Dashboard" in the app menu?  Or do you instead see "Library"?

[Good_Fella]

Feed and dashboard 

[StephenB]

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@Good_Fella wrote:

Feed and dashboard 

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Ok.  This is what I see on my laptop (personal details erased):

At normal 100% zoom, I have to scroll down to see CVR and payment information.

[Good_Fella]

Yep that is it- There is nothing below the CRV plan on my page, blank. Everything else is the same as yours. How do I correct this, says my plan is good thru the middle of April but I want to update and change the payment. I worry about expiring in April without having the ability to put in credit information. Thanks for everything so far, appreciated 

[Good_Fella]

Hi here is my page below. I also zoom in/out to make sure im seeing the entire page. Nothing after CVR Plan 

[StephenB]

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@Good_Fella wrote:

Yep that is it- There is nothing below the CRV plan on my page, blank. Everything else is the same as yours. How do I correct this, says my plan is good thru the middle of April but I want to update and change the payment. I worry about expiring in April without having the ability to put in credit information. Thanks for everything so far, appreciated 

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Have you tried a different browser?  Also, I don't think it would be shown on a mobile device (tablet).

FWIW, my screenshot was using Edge.

[Good_Fella]

Thanks again, I exclusively use Google, tried Microsoft Edge with the same result using my HP Laptop and my Dell Laptop. Thanks for trying. My screen shot again with no payment/credit card access. So strange, cant figure it out 

[StephenB]

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@Good_Fella wrote:

Thanks again, I exclusively use Google, tried Microsoft Edge with the same result using my HP Laptop and my Dell Laptop. Thanks for trying. My screen shot again with no payment/credit card access. So strange, cant figure it out 

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I'm tagging the mods - @BrookeN , @JamesC , @ShayneS - in case they have some ideas.

You might also try contacting Arlo support using the app.  Phone support is available there.

[ShayneS]

Hi @Good_Fella 

I have escalated this for you and the support team will be reaching out as soon as possible.

[Good_Fella]

Thank you soooo much 

[ShayneS]

Keep me in the loop : ) 

No worries. 

[Good_Fella]

Sure will---  Hopefully a solution soon so I can pay my subscription-