This system is crap. You can get the same thing from Lorex for the same or less with customer support. I called to check before ordering a Lorex replacement. Arlo says my phone "does not belong to the user" most of the time. Obviously it does, because it works sometimes. If there were a solution to the problem I'd keep the Arlo because it is already installed, but there isn't thanks to zero customer support, not even chat or email. You can call Lorex and get North American English-speaking support..
It's not clear what issue you are experiencing. Can you provide more detail? "Arlo says my phone "does not belong to the user" most of the time" This isn't an Arlo error message. Where are you seeing this error?
You can find several options for contacting support here: Arlo Support Team