Arlo Pro 2 Free 7-Day Cloud Recording Removed Without Notice — Is Anyone Else Affected?

[Kuldeep]

Hi everyone,

I am reaching out to see if other Arlo Pro 2 owners are experiencing the same issue as me.

I own 5 Arlo Pro 2 cameras (VMC4030P) which were advertised and sold with FREE 7-day rolling cloud recording. Recently my cloud recording completely stopped working and my account now shows 'No Plan.'

When I contacted Arlo support, here is what happened:

1. They claimed all 5 of my cameras were "defective" — which makes no sense as they all stopped at the same time
2. They tried to sell me new cameras at 50% discount
3. They tried to push me onto a paid subscription
4. They finally admitted they no longer offer free 7-day cloud storage for legacy devices
5. They used the excuse that they "stopped making those cameras" to avoid honoring their original promise

This is unacceptable. We purchased these cameras based on Arlo's promise of free cloud storage. Discontinuing a product does NOT cancel a promised service.

I have already filed a complaint with the Better Business Bureau (BBB) today.

Has anyone else experienced this? Has anyone found a solution? Are there any Arlo moderators who can help restore the free legacy plan?

I would appreciate any help or advice from the community. Thank you.

[DannyBearAgain]

Had you been forced into a free 30days trial subscription along with a app update that changed the way the app works?

When the trial expires your then forced to a paid subscription plan to restore system function to allow you to have cloud storage again.

If you had cancelled the free trial prior to the expiry you would have been returned to the previous free 7 days cloud feature that was bundled when you first purchased the pro2s.

If the free trial expires your encouraged to subscribe to renew by the loss of the new features.

It is a common practice to restore the original legacy features by removing the cameras from your account and adding them back again with the annoyance of having to rebuild your system setup.

Be aware that Arlo has introduced a bug to fail adding legacy cameras so that it encourages you to subscribe for Arlo support. Suggest you try this with a single camera first to confirm that the workaround is a fix.

I hope this is helpful going forward.

[Kuldeep]

I never get the 30 day free trial. It said no plan and when I clicked on plan it ask me to subscribe into the plan. Also I have reset the whole system and have added all the cameras again and no success. Did you get back yours 7 days free cloud 

[DannyBearAgain]

I had cancelled the free trial plan prior to the expiry so I didn't need to reset the cameras, the free legacy 7 days was immediately reverted.

Can you confirm that you don't get a recording in the feed after you make a manual recording?

[Kuldeep]

 

 

 

Thanks Danny, I never received the free  trial so I can’t even do anything on it. My plan tab says no plans. Videos were detecting till last week 24th after 24th it just stop working. Adding pictures and yes there is no feed and haven’t make any changes. It just stop working and I made the reset on Arlo made station after Arlo support told me to do it

[DannyBearAgain]

Ok, so this is more an outage issue with Arlo backend systems than a subscription plan change.

We will need to wait a few days for a forum moderator to vet the images so the community users can view them. The forum guru's will be able to view them and may respond.

There has been no restriction on the use of the free 7 days cloud service for legacy cameras to my knowledge.

[BrookeN]

The 7 day free storage should still be working as expected. Can you please try to reomve one camera from the account and add it back on?

[flsc]

Having same issue. Suddenly all recordings in feed were gone and no recordings are appearing. Time frame is the same. Have tried readding cameras, resetting base, nothing has worked. Been running Pro 2 cameras for years with free 7 day recording. Cameras work fine.

Arlo has done something to cut us off with no explanation.

Need to uphold their commitment for 7 day free recordings and restore functionality

[BrookeN]

Can you please send a screenshot showing the local feed? 

[flsc]

 

 In first shot you can see the red dot with the number of recordings the system should have. Second shot shows number gone and no recordings.
Thanks

[BrookeN · Accepted solution]

Please try these steps:

https://kb.arlo.com/000062817/How-do-I-view-Arlo-videos-saved-on-local-storage-Arlo-Secure-4-0

[Evangelos]

@BrookeN     We are talking about the 7 days free cloud Recording which removed and how can it return.

Your answer talks about how we record  in local storage.

I have also Arlo pro2 and after last update my 7 days free cloud storage gone.

[BrookeN]

The 7 day storage was not removed. It is still working as expected. Did you remove one of the cameras from the account and then add it back on?

[Evangelos]

No I didn’t remove cameras, but with some reason after last update the option to recording gone. Any solution to come back please.

[flsc]

The end of March took away the ability to view videos if you have no plan.  The cameras work correctly activating when motion, notifications work correctly and the system based upon how the feed looks seems to be recording video.

However there seems to be code that only allows viewing video if you have a plan. 

Having Pro2 cameras did and should still allow me to view 7 days of videos having no plan.

Code was modified to disable this functionality. We are asking this to be restored. 

This should be an easy & quick fix. If our camera type is Pro2 we get to view 7 days of video. Or create a Pro2 plan type to allow us to view 7 days of video.

This is what was promised to this group of customers.

Thank you

[DannyBearAgain]

Might be worth checking the feed filter settings. Select the more icon ... Top right and choose event/device, then choose set default and backout to save.

[flsc]

My feed settings are set to

All devices 

All events types 

[StephenB]

---

@flsc wrote:

The cameras work correctly activating when motion, notifications work correctly and the system based upon how the feed looks seems to be recording video.

---

Generally Arlo suggests removing ONE camera from the account, and then re-adding it.  This usually resolves the problem.

[flsc]

It doesn't work. Same results no ability to view videos.

Thank you for trying...

Need someone from arlo to tell me what is missing on my account/setup since end of March.

Very disappointing after all these years as customer and referrals for their product

[BrookeN]

@flsc you will need to reset the basestation then add all the cameras back onto the account. 

[flsc]

I have done that with same result of videos not able to be viewed.

I will try again later today hoping for a better result...

Thanks

[jguerdat]

Make sure you're actually resetting the base, not just power cycling it. To do this, you need to remove all devices from your account, hold the reset button for >10 seconds (until the LED(s) flash amber, and then set the system up again as if new, starting with the base.

[Evangelos]

For me the problem solved…I didn’t put arm a way, I had stand by….

So everything OK.!!!

[flsc]

After several attempts of doing good these steps this still did not let me view the video. 

I deleted everything cameras, base, app.... and did the whole setup like a new. It still did not work for several minutes of trying recordings... finally cache or something was reset and the videos appeared.  Happy viewing again. Thank you all for your suggestions!