Repeated - unjustified - notifications of need to update payment method (card)

[Anders53]

Hi,

My Arlo Secure Plan is up for renewal late March each year. This year I got notified that I need to update my (Mastercard) payment information although all info re this card is still correct and valid. Even after updating the data (reentering it) and also after switching to an alternative (Visa) card for payment I still get notified - more or less on a daily basis that the payment is still unsuccessful.

My subscription data also now shows that next yearly payment is due in on March 16, 2026 (!) and then with the double yearly amount = 2 x 1490 SEK = SEK 2980.

Something seems to be wrong with your payment routine !  Or ??  Please advise what I should do.

Anders

[Anders53]

Please note this highly relevant info from my bank (in Sweden).  Your repeated request for payment cannot be executed since it has not been made using the normal security protocols (3DSecure or SCA = Secure Card Authorization). Previous requests (in 2024 for example, probably also earlier) have been made in that way. According to the Bank your procedure has changed this year (omitting relevant security protocol(-s)) thereby making transfer from my account impossible.

Please let me know if your relevant service agrees that this might solve the issue !

Yours,

Anders C

[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. 

[Anders53 · Accepted solution]

Hi,

No need for further contact I believe.

Transfer (payment) has now finally (on March 30) gone through. Possibly due to my earlier message indicating that the hickup seemed to have arisen due to lack of application of relevant security protocol (3DSecure or ETA) when you requested payment this time.

My Subscription page now correctly indicates that the SEK 1490 due on March 26, 2025, have indeed been debited to my bank account (although on March 30, 2025) and that next payment of same amount is now scheduled for next ordinary renewal date, viz. 16 March 2026.

Regards,

Anders Calmfors

[BrookeN]

Thank you for the update. I will go ahead and close this, if you need any further assistance please reach back out. Have a great rest of your week. 

[Anders53]

Thanks! Same to you!

Anders

[BoHendrichsen]

Hi

I have the same problem, that I get notifications that theres something wrong with my Mastercard. I tried switching to another card and the same thing happened. I have now switched back to the original card.

I have searched everywhere to find a way to contact you without any succes??

As I would like to keep my subscription I hope you will respond asap!

I tried to send private message, but it would not recognize my subscription email?

[StephenB]

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@BoHendrichsen wrote:

I tried to send private message, but it would not recognize my subscription email?

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The @ sign is used for tagging, and of course there is no forum user that uses your subscription email as their username.

You should still be able to enter something@something.com.  But if that isn't working for you, you can also substitute -at- for the @ sign and it won't try to tag. 

[BrookeN]

@BoHendrichsen 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]

Thank you for providing that information. I have reached out to support and they will be contacting you as soon as possible. 

[BoHendrichsen]

I received this but can’t submit a response:

Dear Bo Hendrichsen,

Thank you for getting in touch with Arlo Europe support.

I am Jacob, your Arlo Support expert, working on this case 00714661 with you.

We have received information that you need help with a payment issue.

Can you describe the problem you are experiencing in detail and, if possible, attach a screenshot of the problem.

If you have any further questions or need further assistance, feel free to contact us back. Otherwise, if everything is resolved from your side, please let me know and I will archive the case.

We would like to hear back from you by May 21, 2025. If we do not receive a message from you by then, we will consider the request to be resolved and will proceed to close your case.

Kind Regards,

Jacob

Arlo Europe support

My response is:

Hi Jacob
This is getting a little ridiculous! Why don’t you just call me on the phone?
You keep writing me that there is a problem with my credit card, so I changed to another credit card and you reserved 1 DKR - so apparently it is working?
Then I got a new warning that there is something wrong with the new credit card, so now I changed back to the old credit card and once again you reserved 1DKR so I guess that you have a problem at your end and I can’t take a screenshot of that.
The only thing I can think of is that I bought 4 new cameras with a free trial peril and that somehow f….. up your billing system?
I would like to continue my subscription if possible if you can find a way to bill me.
Kind regards
Bo Hendrichsen

[BrookeN]

@BoHendrichsen I have reached out to support regarding this case. Someone should be reaching out to you, please let me know if you have not heard from anyone by early next week. 

[BoHendrichsen]

Apparently you sorted it out because you have charged me the correct amount.

So everything is fine.
Brgds

Bo Hendrichsen