Trusted device issues

[Jmatteo]

I just purchased a new iPhone and I keep receiving the unable to add trusted device error. I thought this was resolved months ago. The device is completely new, not reloaded from iCloud and I made a unique name for it as well so there is no duplication.

[Bill2314]

Thank you. Deleting the application from settings and installing again worked.

[ShayneS]

@Allanwalsh

As a workaround, you can use the don't trust option to log in to the arlo app. 

[ShayneS]

Can you login by selecting don't trust? 

[Jdavis03]

I have recently bought a new iPhone and cannot get my devices to trust my new phone. The two options I have for verification are via text or email. The text, even though I have the same phone number, is being sent to my “old” phone that has been reset and is not in my possession any longer. When I try the email verification I do not receive any emails regarding verification(yes, I have checked the junk mail as well). This is not a problem with my email account seeing as I receive emails constantly and have even received other Arlo specific emails, just not the verification email. Has anyone else had this issue?

[ShayneS]

Hey Jdavis03

I just escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 43124524

[Mstauring]

I recently upgraded to an iPhone 14. My account is a friend on Arlo. When I log into Arlo I receive a message that Arlo does not recognize my device. When I select a different device it still shows my iPhone 11.  I’ve deleted and reinstalled the app more times than I can count. I rebooted the phone several times. My husband deleted me as a user and reinvited me several times. Very frustrating 

[ShayneS]

Can you provide a screenshot of the error message. Do you have the latest version of the Arlo app and iOS on your device?

[Mstauring]

OS is 16.0.2

i upgraded from An iPhone 11 to a 14

I assume I have the latest Arlo version. I’ve deleted and reinstalled the app several times 

screen shot below. Also when I select another method, the iPhone 11 shows up and not the 14

[Mstauring]

This has been resolved. We reached out to Arlo tech support. Thank you 

[ShayneS]

Thanks for the update.

[Amieb918]

 Have same issue with my new iPhone 14pro. Please advise!

[ShayneS]

@Amieb918

May I ask which troubleshooting steps you have performed so far? I don't want to suggest anything you have previously performed.

[Amieb918]

I have deleted the app and downloaded new, changed password, refreshed browser, cleared cookies, restarted device. I can’t sign into my Arlo on my computer either, says same thing, so I can’t go there to access more help. Have done all they requested on chat. 

[ShayneS]

@Amieb918

This is a newly added phone correct? 

[Amieb918]

Yes got it yesterday, iPhone 14Pro 

[ShayneS]

Have you tried the "Try another verification method" option? 

[GeauxTigers_Dan]

How did you get number for Tech support ? Please help !

[StephenB]

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@GeauxTigers_Dan wrote:

How did you get number for Tech support ? Please help !

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You need a subscription for phone support.  The normal process is to go into the subscription area of the app, select a subscribed camera (doesn't matter which one).  Scroll down to "Contact" and you'll see a phone option.  

Don't google for a phone number, that doesn't work (and almost always leads to a scam support site).

What specific problem(s) are you having?

[MPDamon]

I'm having the same issue.

[ShayneS]

@MPDamon

Are you still experiencing this?

[ShayneS]

Do you happen to have a screenshot of the error message? 

[Jingru]

 

I have the same issue, and this is how it looks like. iOS 16.1.2 is my current operating system.

[ShayneS]

The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

[msazone]

I am having the same issue for iPhone 14 Pro. iOS 16.1.2

The original post was 2 days ago and Arlo team was just investigating today.

[jwk1949]

Purchased a new iPad Pro and get a message from Arlo, “Add trusted device”. When I click on TRUST a message appears on my iPad that states, " There was a problem trusting this device, Try again”. Keep getting the same message over and over. Thanks 

[msazone]

Hi,

When will it be fixed? I can't view my security footages from my phone. This is a blocker. Is that possible I can downgrade my app?

[ShayneS]

Can you login by selecting don't trust?