Husband’s New iPad Not Recognised (Arlo Pro 2)

[HRF22]

Arlo Pro 2. Model: VMC 4030P

I am the primary account holder. My husband got a new iPad.

Arlo refuses to recognize his device. Reset the hub. Nothing.

I hope someone can offer a solution to this frustrating problem.

[DannyBearAgain]

The arlo account uses two step verification to add new app devices to access the account.

if your partner uses your account credentials you will need to accept the 2fa request that is set up by you.

if he uses his own account credentials then he will need to accept his own 2fa request.

2fa requests are set in the account profile/login menu under settings. 

[HRF22]

Thank you for the suggestions. However, no luck.

Also, in trying to accept my requests, Arlo is sending Push notifications to an iPad my husband hasn’t used in years and we have no idea where it is. Weird, as for the past 4 years, the iPad he used before this newest one, he had no issues with Arlo.

[StephenB]

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@HRF22 wrote:

Thank you for the suggestions. However, no luck.

Also, in trying to accept my requests, Arlo is sending Push notifications to an iPad my husband hasn’t used in years and we have no idea where it is. Weird, as for the past 4 years, the iPad he used before this newest one, he had no issues with Arlo.

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One option is for him to just use your account credentials on his iPad.  Arlo didn't allow that in the past, but they do now.

[HRF22]

He actually tried that as a last resort and got the following message.

“Please use the same address to which the invitation was sent.”

Then I tried logging into Arlo on his phone (as him).

On his phone ONLY, it now shows him as the main person and me as having accepted his invitation. Yet, on MY iPad I am the main person and invitation to him is still pending.

[DannyBearAgain]

2fa and friend sharing are different features so should not be confused.

2fa is used for account logging with a new app device such as the new iPad. The account will send a request to trust the device as defined by the primary device setting in the two-step verification menu under the account settings/profile/login menu.

If the old iPad is currently set as the primary device the 2fa push request will go to that device. If you have lost access to that device you should change the primary setting to another trusted device or use email instead.

friend sharing shares your arlo devices with another user account so that they can view them. The friend request is by email only and requires a web browser to accept them by clicking on the email link and logging in by the friend.

From your details it suggests that your partner is the main account and your account is the friend who has accepted sharing.

The main account is the account that the arlo equipment was originally add to.

[StephenB]

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@HRF22 wrote:

He actually tried that as a last resort and got the following message.

“Please use the same address to which the invitation was sent.”

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Was he just logging into the app with your credentials?  Or was he trying to accept the invite using the your credentials?

FWIW, he should be able to log in with his credentials.  Then when the push notification times out, he can choose email as a verification method.

[HRF22]

All four of those options were already tried, to no avail.

[StephenB]

Can he log into his account on a PC (my.arlo.com)?

[BrookeN]

Can you please dm me a callback number as well as a good number 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.

[HRF22]

The thing is…I am the one on the account from the beginning. I have had access all week.  Now, today Arlo is not recognizing MY iPad. Push notification to confirm my access not received by him. Then a few minutes later I have access as my account. My husband does not. I removed the app from his iPad. He has downloaded it again. It says for him to “Add new device.” I don’t think that is the thing to do.

AND since writing the above….Arlo once again not recognizing my iPad. 

[DannyBearAgain]

As a suggestion try concentrating on getting the app devices to be recognised by the accounts.

Check your mobile device is set as the primary device for receiving the two-step verification request. Under the app settings menu, select profile/login/two-step verification and identity that your mobile device has a green tick.

This will send a push notification to the primary device when a new device is attempted to login to your account. 

Once you accept the request the new device will be added to the trusted devices list in your account and may login without further restrictions. Note this only applies to mobile devices. Browsers logging in will generally require a new 2fa request accepted each time.

This will need to be done by your partner for his account in the same manner.