Uk

[Hoof]

Locked out of account - verification emails never arrive

I need help from an Arlo moderator with an account recovery issue.

My previous trusted phone was water damaged, so I am trying to sign in on a new phone.

I know my password and password reset emails are received immediately.

However, login verification emails are never received, and phone verification also fails because my trusted device is no longer available.

The same issue happens in the Arlo app and on my.arlo.com.

I still own the base station and all of the cameras and can provide the serial numbers and proof of purchase if required.

Could a moderator please escalate this to the account recovery team so my trusted device or two-factor verification can be reset?

Thank you.

[Hoof]

Update: I have now confirmed that password reset emails are received immediately, but login verification emails are never delivered. This happens on both the Arlo app and my.arlo.com. My previous trusted phone was water damaged, so I no longer have access to the trusted device. Could an Arlo Moderator @BrookeN or @JamesC

please help escalate this to the Account Recovery team to reset my trusted device or two-step verification? I can provide the base station serial number and proof of purchase if required.

[BrookeN]

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. 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.