Smart Trial

[MarcellRN]

I have activated a trial for the Arlo spotlight essential.  I was gifted another 2 pack and trying to add to the trial so they can record.  Currently only 1 camera is recording.  Is it possible to 1. add the other 2 cameras to the trial period or 2 start a second trial for the new set?  

[StephenB]

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@MarcellRN wrote:

I was gifted another 2 pack and trying to add to the trial so they can record. 

Were they ever on-boarded to another account?

If they were, then they are not eligible for the trial.

[MarcellRN]

No they were brand new

[StephenB]

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@MarcellRN wrote:
No they were brand new

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Then they should have been opted into their own trial subscription when you onboarded them. 

Are you saying that didn't happen?

[MarcellRN]

That is correct.

[StephenB]

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@MarcellRN wrote:
That is correct.

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You can try contacting support using the support options in the app - if you select a camera that is still in the trial, you will see a phone option.  You can use that, even though your issue is with different cameras.

Don't google for support - that will lead to a scam site.  https://kb.arlo.com/000062119/How-can-I-avoid-Arlo-support-scams

I'm tagging the mods ( @JamesC and @ShayneS ), as they might also be able to help escalate this.  

[JamesC]

MarcellRN,

You say these cameras were gifted. Do you know from where they were originally purchased?

JamesC

[MarcellRN]

No but box was sealed and in original plastic

[JamesC]

MarcellRN,

New cameras automatically apply the trial after onboarding. This takes place without any specific interaction on your part aside from syncing the camera (same experience you describe having for your first camera).

If the cameras do not automatically apply a trial after onboarding, this is typically an indication that the trial has already been consumed. You will need to contact support within the Arlo mobile app to verify if these cameras have been previously claimed before and whether they are eligible for a trial.

JamesC