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- Re: Purchased subscription but can't redeem it
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Hi! I purchased Arlo Secure Annual Plan and received an e-mail that says I need to redeem my subscription on website. I followed the instructions and went to settings then subscriptions page but it doesn't show anything in here. Tried to contact with live support but it says auto-message says it cant help me.... SMH. I got charged twice for the plan I can't even use. Anyone know how to activate subscription and how to get a refund??
(Screen shots are attached)
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I'm having the same issue.
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Bvegas,
Are you in a country that supports subscription plans? For more information on where subscription plans are supported, take a look here: https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-i...
JamesC
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Yes I am in USA
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I will reach out to you in a private message to gather more information.
JamesC
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Please post if you find a solution. Yesterday I chatted with customer support and got nowhere. I got my code directly through Arlo ( free wired doorbell with paid annual subscription promo).
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kellyschu,
If you're in a country that supports subscriptions, you should be able to manage your subscriptions from https://my.arlo.com/#/home
From there navigate to Settings > Subscription. You can apply your promo code during checkout.
JamesC
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It should be that easy, but my problem is I already have a monthly subscription plan. I was gifted the annual subscription. When I enter the code it doesn’t work and says that I already have a subscription plan. I’m thinking I will have to cancel the monthly subscription and wait until my billing month is over. Then restart the subscription as an annual plan.
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kellyschu,
Correct. You will need to change or cancel your existing subscription.
JamesC
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I am having the same problem. I purchased a monthly Arlo Secure plan, then received an offer of a free camera with the purchase of an annual Arlo Secure plan. I chatted with customer service before I took advantage of the offer, and they said it would not be a problem to change from one plan to the other.
I took advantage of the offer. Since then, it has been a month, I have tried repeatedly to activate the annual plan, and I get this error:
I canceled the monthly subscription and tried activating the annual plan — the same error. Now my monthly plan has ended, I tried activating again - same error. Arlo customer support is telling me to wait until all my videos have been completely deleted from my account and try again.
It does not seem right that I can not get a service I have paid for to work or go days without fully functional cameras.
If anyone has a solution to this problem, I would love to hear it.
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That solution has not worked for me.
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I finally got my annual subscription code to work. I cancelled my monthly subscription and waited for the billing cycle to end, then added the annual code to my account and it worked. I did not have to cancel the free trial subscription that came with my doorbell. I did lose all my previous recordings that were from my monthly subscription so you need to save any that you want to keep.
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Mine finally worked, too, after canceling the monthly subscription, etc. It took over a month, but it is done.
Now to see what happens next year when the annual plan comes due. I did note that they do not show the amount to be charged in 2024.
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