I have multiple accounts and want to combine them but cannot speak with anyone about it.

[Rockek1]

I want to talk about my plans and how to combine them.

[StephenB]

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@Rockek1 wrote:
I want to talk about my plans and how to combine them.

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How many accounts do you have?

How many locations do they cover?

What cameras and bases do you have?

[Rockek1]

Hi Stephen,

I think I have 3. One problem is I’ve lost or had my one base station stolen so right now I think I’m paying for an account that I cannot use. My 2nd one is the Arlo Pro2 with a base station and I have them located in Florida (I live in Indiana), my 3rd one is located in Indiana and they’re wireless Pro 4’s. I can view them all under my 1 email log in but not sure what emails are to what. Now it’s telling me my free trial is expired and no longer recording which I believe I’ve already subscribe to.

Rocco

[StephenB]

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@Rockek1 wrote:

I can view them all under my 1 email log in 

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Does that mean you have set up friend access?  Or is it possible that you only have one account (that has equipment in three places).

If you can access the camera settings (not the modes or recordings) for a camera, then it is in the account you used in the login.  If you can't see the camera settings, then it must be in a shared account.

It's important to know the number of accounts and the email addresses for them.

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@Rockek1 wrote:

One problem is I’ve lost or had my one base station stolen so right now I think I’m paying for an account that I cannot use.

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Do you know what camera models you had there?  Also, do you recall how much cloud storage you had?  If it was only 7 days, then there was no paid subscription for it.

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@Rockek1 wrote:

My 2nd one is the Arlo Pro2 with a base station and I have them located in Florida (I live in Indiana)

If you can see the recordings, then see how much retention you have on these cameras.  Again, if it is 7 days, then there is no paid subscription associated with the account.

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@Rockek1 wrote:

my 3rd one is located in Indiana and they’re wireless Pro 4’s.

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Pro 4s definitely require a paid subscription get any cloud storage - they don't come with free 7-day storage.  This is likely the newest account.  Try looking in the subscription area of the app (or my.arlo.com), and then see if the cameras are listed in an active trial, or are listed in "no plan".

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@Rockek1 wrote:

I think I have 3.

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In order to consolidate the accounts, you need to remove the equipment from the accounts you want to retire, and then add them back into the account you want to keep.  Unfortunately that process requires you to be in the same location as the cameras/base station.

Once that is done, you could get a single Arlo Secure subscription (though technically that might be a violation of the terms of service, Arlo won't prevent you from doing that).  One downside is that geofencing can only work in one spot - it is not possible to have multiple home locations.  Similarly if you had Arlo Secure Plus, the emergency services would be limited to one location.

I think what you actually need to focus on first is what accounts you actually do have (not sure if support can easilly tell you that).  And if you are paying for a subscription on the stolen cameras, you obviously should cancel that. 

One way to proceed is to get an Arlo Secure subscription for the Pro 4s (assuming they are in the account you are using now).  Then you will be able to use the support options in the app (one of which is an option for phone support).  Then see if they can help you understand what accounts you have.  No point in talking about consolidating yet, since you can't do that for the Florida location until the next time you are there. 

[Rockek1]

1) I do have my wife and daughter set up to see them as well, I believe I have only one account with them set up in 3 places. I can see the camera settings. 2) The one that is marked "Miles Lab" has 3 Pro 2's. This is the one that has the missing base station. I've had videos for well over a week. I do keep them cleaned out everyday on all my devices. 3) I can and probably should remove the Miles Lab one and the camera's for now until I locate the base station. My last editions are the Pro 4 wireless ones and that is the one that now says my free trial has ended, but I believe I signed up as I did have stored videos for more than 7 days. That what's confusing. I'll try your recommendations, thanks for the help.

[StephenB]

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@Rockek1 wrote:

 I believe I have only one account with them set up in 3 places.

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Good.  That makes this simpler.

The only cameras that need a subscription to get any cloud storage are the Pro 4s.  There are subscription benefits for the Pro 2s - more retention, smart notifications, and activity zones.

So one question is whether you need an Arlo Secure multicamera license ($9.99 per month) or a fewer number of single camera licenses ($2.99 each).  Once you've sorted that out, you can get the right subscription(s) and move the relevant cameras into those plans.

The second question is what to do about the Miles Lab equipment.  There is a Theft Replacement Program - though I am thinking you likely are not be eligible for it.  There is more information on that here: https://kb.arlo.com/000056563/What-do-I-need-to-know-about-the-Arlo-Theft-Replacement-program

Definitely you shouldn't pay subscription costs on the stolen cameras.  But there is no reason to remove them from the account - I'd leave them there for now.