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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.
I have tried to add my new phone to the app and it refuses to “trust my new device. I have tried every angle except deleting app off my iPhone. But I can’t figure out how to delete app.
This is NOT Support, an example of destructive development, no QA (testing), and appalling responses to a persistent problem that has been happening since November 2022 and is still unresolved.
It should not matter if the new iPhone purchased by so many since November used to download from their iCloud or if they created their iPhone from scratch. It should not matter if the new iPhone has a unique or the same name as the last iPhone. What should make a difference in good support in resolving these issues quickly and immediately and they have not been?
I have been following these events since December when my best friend and I both got new iPhone devices and have been suffering from the same issues of not being able to Trust our new devices with our Arlo accounts. For this issue to be unresolvable from November to the present show a horrible development cycle. With the impact being so many of the Arlo households impacted this should be their number one priority to resolve and they should be doing everything from backing out the code that caused this problem to new code that addresses it. Neither of these has happened and shows how little Arlo lack in caring for the customer experience.
To add insult to injury, the workaround does not address the additional problems brought about by Arlo's issue. To get to the screens that show you are unable to Trust a new device, you must get through two-factor authentication. The problem is that if you only have your phone with you and cannot log in to the Arlo app. I set up two-factor authentication because it is safer, but when the safety features you put in don't work right, that is horrendous. I set up to have SMS to my phone and I don't receive those SMS. I used to, but now I don't. Even when I do their workaround (Arlo now has more workarounds than they have good ideas) to change the method to email the code to me. The problem is that when you jump to the SMS or email to get the temporary code for two-factor authentication, you cannot jump back to the Arlo app to put in that code. When you try to move back with the code, the Arlo app won't let you put it in and immediately closes out the screen that has the squares to put in the codes.
You are unable to get by two-factor authentication unless you are able to see the security code come in on a separate device like an iPad or computer device. When you do get beyond two-factor authentication, you cannot trust the device. Their workaround is to select not to trust the device, but what they won't tell you is the next time they do an App update; you will automatically sign off the Arlo app and then you have to go through this huge fiasco of bad code and a careless company that refuses to change its bad code, no testing (QA) and deplorable customer experience.
I am the person who bought the 5 cameras in my best friend's house. I'm the geek that he knows. I setup it all up and forced him to get a subscription account. Does Arlo really think I will put these cameras or any Arlo products in the new house I'm building? Not with such deplorable customer experiences that are ongoing 4 or more months later.
Switched from iPhone 12 max pro to iPhone 14 pro max. I’ve read every thread, every blog as to why it won’t trust my device. Nothing helps. I’ve been on the website. I’ve reset my pass code and it looks like that I am now going to have to delete my account and redo all of my cameras?
I just bought a new iPad, and despite my reading numerous articles on how to set up my new phone as a Trusted device I have failed to get it to work. Each time it tells me Arlo failed to recognize the trusted device. But like the rest of you, when I clicked "don't trust" it allowed me to get into my account with my new phone and operate as normal.
I've had my ARLO camera system for over two years with no issues until I got my new iPhone. Arlo refuses to trust my new device. I called support twice with no resolution. If I can't access my cameras from my phone, there's no point in having Arlo cameras. This issue is NOT resolved as much as they'd like to claim it is. Why am I having to waste time on this? Should I just get Ring cameras instead?
This is the successful method to fix the problem of trusting your new device (e.g. iPhone) long-term. It works!!!
The below workaround resolved the issue for me and another person in my houselhold who also upgraded their iPhone.
At a high level, there are two primary steps to prepare:
1) In the my Arlo web account, delete existing trusted devices from two-step verification in the account profile
2) On the iPhone, delete the Arlo Secure iOS app and all its data, then re-install the app
Step by step instructions:
Part 1 - Delete existing trusted devices
Log in to my.Arlo.com account using a web browser
Go to Settings
Go to Profile in the Account section
From the Arlo Account page, click on Two-Step Verification
On the Two-Step Verification page, choose a different Primary Verification Method that is NOT "Trusted Devices" (e.g. SMS Message or Email Address) - note the check mark on the right side of the new option
Click on Edit at the bottom of the page
Note the red trash can icon to the right of the existing Trusted Devices
Click the red trash can to remove the trusted device to be replaced (in my case there was only one item to remove)
Log out from my Arlo
Part 2 - Remove (and delete data) and re-install the Arlo Secure iOS app
Open Settings on the iPhone
Open General settings
Open iPhone Storage
Search for Arlo Secure in the app list and click on it
Click "Delete App" to delete the app and all the related data from this iPhone
Open the App Store
Dowload and install the Arlo Secure: Home Security app
That's it ... now open the Arlo Secure iOS app, log in, and follow the prompts to add the iPhone as a trusted device.
Note: it's possible some of these steps are not absolutely necessary, but they're the ones I followed and it worked. I didn't exhaustively test what steps are not required. I hope this helps you.
I had the same issue. My solution was to uninstall the app and reinstall it. Like many others, I think my issue was the result of transferring from an old iPad to a new one instead of reinstalling everything .
I've recently purchased an iPhone 14 Pro Max and I am having difficulties trusting the iPhone with the Arlo app. I receive the one time code, enter the code and then it asks to trust the device. I press trust and it says 'there was a problem trusting this device. try again'.
