Arlo pro 2 old phone broke hooking up new phone

[bookie7]

trying to hook up new phone says does not recognize this device , says sending push notification to my email address ,nothing comes through on my email but my old phone keeps going off ,which i can not access because the screen is broken .Any suggestions ?Can not access account through computer same problem

[StephenB]

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@bookie7 wrote:

Can not access account through computer same problem

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Are you saying that when you ask for email verification, you are not receiving an email?

Are you using a comcast email address?

[bookie7]

yes not receiving an e mail using outlook 

[StephenB]

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@bookie7 wrote:

yes not receiving an e mail using outlook 

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Do you mean an outlook.com email address?  

If not, who is providing the email address?

[bookie7]

yes an outlook.com email address

says it sending a push notification to my email in outlook.com

but instead sends a notification to my old phone with broken screen

[StephenB]

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@bookie7 wrote:

says it sending a push notification to my email in outlook.com

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Do you then get a 2 minute countdown in the browser window?  Or do you get 30 seconds?

Also, have you checked the junk mail folder?

[bookie7]

30 sec and checked junk mail first thing when it did not show up in email

[StephenB]

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@bookie7 wrote:

30 sec 

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The email verification has a 2 minute timeout.

Can you confirm that you are 

1. using a PC browser
2. Selecting "try another verification method" after login
3. selecting your email address and then clicking on continue?

[bookie7]

tried another verification method just gives my email address and the same thing happens 30 sec then the old phone goes off .

even though it says its sending to my email its not, just sending to my old phone

if I go in through my pc browser does the same thing

[ShayneS]

Are you still experiencing this issue?

[bookie7]

yes still sending to old phone not email address 

thinking I will have to factory reset

then enter in new phone and re add the cameras

[ShayneS]

There may be a chance Outlook is blocking the email, have you checked all settings and contacted outlook support by chance? is it possible to try and have emails forwarded to another account to see if that helps? 

[bookie7]

checked outlook no settings on that would block, like I said its not sending to my email even though thats whats listed its sending to my old phone in the arlo app I assume since the screen is broken ,I can only tell by the sound the phone makes

[ShayneS]

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 43041346