Involuntarily switched into a trial and lost shared access

[Arnold18]

My system was involuntarily switched into a trial of Arlo Secure.  Now I can't see the devices shared from my wife's house.  Likewise, she can no longer access mine.  I tried canceling the trial, but I'm still stuck with the new interface.

Any help would be appreciated.

[StephenB]

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@MrBeau wrote:

they said if we don’t sign up for a subscription and after seven days past, everything will revert to what it used to be.

Now is my cameras don’t record anything.

You should still have the 7-day free storage was included when you purchased.

Is the system in Standby mode?  You can see this on the dashboard - the current mode is in color.

What camera models and base do you have?

Can you make a manual recording when livestreaming the cameras?

[StephenB · Accepted solution]

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@Arnold18 wrote:

My system was involuntarily switched into a trial of Arlo Secure. 

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Your problem has nothing to do with the trial.  It's because your account was migrated to feed and your wife's account wasn't.

She'll also need to migrate to "Feed" before you can see her devices (and vice versa).  She can do that by starting to add a Pro 5s camera to her account using "add device" in the app.  That will fail (since she doesn't have the camera), but the workflow will migrate her account before she gets stuck.

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@Arnold18 wrote:

but I'm still stuck with the new interface.

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There's no way back once you are migrated.

Everyone will end up on the new interface (likely fairly soon), so even if there was a way back it would only be temporary.

[MrBeau]

I too was involuntarily updated. I contacted support. They said if we don’t sign up for a subscription and after seven days past, everything will revert to what it used to be. I don’t believe them, but I got confirmation of this problem. Now is my cameras don’t record anything. I have nothing since 1 PM yesterday when their system involuntary updated me I’m extremely upset with Arlo. I felt they didn’t give us the opportunity to change if we wanted to and they didn’t advise anybody of what this was all about so far I give their app a zero out of 10. 

[StephenB]

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@MrBeau wrote:

they said if we don’t sign up for a subscription and after seven days past, everything will revert to what it used to be.

Now is my cameras don’t record anything.

You should still have the 7-day free storage was included when you purchased.

Is the system in Standby mode?  You can see this on the dashboard - the current mode is in color.

What camera models and base do you have?

Can you make a manual recording when livestreaming the cameras?

[Arnold18]

Thanks @StephenB, that worked.  Because nothing was communicated, I had no idea there was any migration in progress.  I assumed it was all related to the free trial.  Knowing there is an account migration, what you suggested was a "duh!" moment for me. 

At first, I thought it didn't work.  Updating the app by starting to add a new camera as you suggested completed successfully.  However, the shared devices didn't show alongside the local devices as in the previous interface.  I checked the settings; two locations and sharing could be seen under accounts.  We both logged out and logged back in but still didn't see the shared devices.  It took me a minute to realize I had to change locations (top center of the screen) to see the shared devices.  We named the locations, added the widgets to each dashboard (4 dashboards to set up) and we seem to be back in action.  Time will tell.  The new interface is a different paradigm but hopefully for the better and hopefully no more surprises.

Thank you for your help.  Very much appreciated.