Arlo Secure Plan not Showing up in App

[chrissy11]

I called customer support this morning because the Arlo app is stating I do not have a paid plan but I purchased an Arlo Secure plan in April 2025 through Apple iOS. Arlo customer support told me to contact Apple to see if the plan is active. I called Apple and it is still active. I tried restarting the camera and made sure all of the settings are correct. There must be an issue with the Arlo system and the app. I tried telling customer support this, but they did not understand. Please help.

[StephenB]

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@chrissy11 wrote:

I called customer support this morning because the Arlo app is stating I do not have a paid plan but I purchased an Arlo Secure plan in April 2025 through Apple iOS. Arlo customer support told me to contact Apple to see if the plan is active. I called Apple and it is still active.

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Was the email address you used to purchase the subscription the same as the email address you use for Arlo?

I'm puzzled on exactly how you purchased, as the only two ways I know of are through the app or through my.arlo.com.

• https://kb.arlo.com/000056588/How-do-I-subscribe-to-Arlo-Secure

[chrissy11]

Thank you for replying! The email address I used for both Apple and Arlo are the same. When I am in the Arlo app, the subscription plan for Secure Plus shows as active, but when I try to use the plan features, the app tells me I need to have a plan. See the photo below.

[StephenB]

Is the camera in the subscription plan?

[chrissy11]

It is. It shows the plan as Plus Single.

[StephenB]

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@chrissy11 wrote:

It is. It shows the plan as Plus Single.

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Not sure why support couldn't resolve this - there certainly was no reason for them to have you contact Apple.

@BrookeN , @ShayneS , @JamesC - can you help sort this out?

[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.