Not receiving 2nd factor emails when logging in to my.arlo.com

[aarlombrd]

When trying to log in to my.arlo.com I do not receive 2nd factor emails. I can receive emails from arlo when I for example go through the "Forgot my password" process - I receive the email and can even change my password, but even with a new password I do not receive a 2nd factor email. Since I don't have any other 2nd factor setup, I therefore can't log in anymore. Any help is appreciated.

[BrookeN]

Have you been able to log into the account?

[aarlombrd]

Ever since not receiving the 2fa emails, I haven't been able to login.

[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. 

[SoreAtArlo]

I have tried the Chat and all of its no-that's-not-it-suggestions and its I-cannot-log-in-so-I-cannot-do-that-suggestions. At that point, I am not able to go any further with the chat since I am not subscribed. Having read as many of the relevant posts in this community as I care to, I see that I must post here and hope that I can get someone to open a ticket for support to investigate and fix the problem.

The fact is that the subject says it all. I have more than one account and one of them has never been able to receive the 2FA e-mail containing the code. This has been the case for over a week now. I have checked with my e-mail provider. They see nothing wrong with the account. The e-mail account can receive other e-mails. The e-mails are not going to the SPAM folder and there is no filter set up. While arol.com login shows the correct e-mail address in the select-other-methods page. The Arlo app shows the correct e-mail address on that page and the page for entering the 6-digit code.

Please help!

That leaves me with the sending end: Arlo/Amazonses or whatever. Please help me get past this problem.

[BrookeN]

I received your message, thank you for providing that information. Support will be reaching out to you as soon as possible. 

[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. 

[BrookeN]

I received your message and reached out to support. They will get a hold of you as soon as possible. 

[SoreAtArlo]

Just to make this look like it didn't fail or disappear, here's an update. I did receive the call from support today. It seems that the e-mail with the difficulty is not on the "disallowed" list (I forget the term which was actually used). And, as we know from the number of "me too" posts around, they did admit that others are having the same problem. I have been added to that existing "ticket" and also have my own support case which is being escalated.

[SoreAtArlo]

Well, the case was sent to CX and then back to CCT. Whatever that means. So, twice now I was notified of updates to my case and required to respond within 4 days. Both times, there was no questions or requests made of me, so I responded saying so, just so that the case is not automatically closed after 4 days. What happens when CCT does nothing for 4 days? It's also bit concerning that I cannot submit another response to keep the 4 days rolling.

[BrookeN]

I have reached back out to support regarding this matter. Please reach out by Monday if you have not had this looked into. 

[SoreAtArlo]

I heard from support today. They claimed to have fixed the issue. When I tried to log in, I did receive the e-mail with the code for the first time ever for that username (and e-mail address). Hurray! Thank you for the assistance.

[aarlombrd]

@BrookeN I have not heard back from support - I sent you a DM a while back. Please let me know if you have received it - thank you!

[BrookeN]

@aarlombrd I reached back out to support to contact you. Can you please confirm when you hear from support?