My wife cant get invite without a subscription

[gsewing]

I  have had the Arlo Pro2  system for several years and have been very happy. The system recently went through an update. I had previously granted my wife access on her cell phone via email so she could monitor the system as well. We do not have a subscription and only use the free service. After the update my wife lost her connection with the system. I sent her a new invite which she accepted and it shows she accepted it on my side. However she was asked to subscribe using a credit card and the system will not grant her access now. Also when she hit accept the system first said device not trusted. She finally hit "Don't trust this device" and it allowed her in but still will not allow her access to the cameras and the base. On my side it says invitation accepted. Yet my wife has no access still. Please advise.  

[DannyBearAgain]

You could try the following,

• Remove your partner’s granted access from your account.
• Have your partner delete her account using her app privacy centre function.
• Have your partner delete the arlo app from her devices.
• Create a new grant user invite to your partner’ Email address.
• Have your partner accept the invite on a pc.
• Install the app on your partner’s device.

[StephenB]

This might also be relevant:

• https://community.arlo.com/t5/Arlo-Secure/Invited-friend-cannot-see-devices-on-their-dashboard-Arlo-...

Though the new "Feed" experience is just beginning to roll out, so it might be buggy.

[gsewing]

Tried that. No luck. My wife still has no access without a paid subscription. That's the only option she has been given.  

[JamesC]

Are you able to provide a screenshot of what she sees on her device?

JamesC

[DannyBearAgain]

@JamesC ,

If I try to login to my account using the iPad(safari) via the arlo web portal(not the arlo app) I can access my account details only but not the cameras via the side menu, it does nothing when selected.

Otherwise the screen only gives me the purchase subscription banner option.

Could this be what @gsewing @is seeing.

[UserNameNo8ist]

Thank you! I don't know why support can't tell us this or even just fix their software.

[CPB_Arlo]

I have the exact same problem and have not been able to resolve even after deleting her user and trying to re add several times. Same problem my wife can login. But cannot see anything shared and she only gets an option to sign up for a subscription purchase. She was always able to login prior to the update as well.

[DannyBearAgain]

@CPB_Arlo ,

Having the same app UI  type will only work.

If the granted user has deleted and created a new account, they only get the app UI that says feed.

if you have the app UI that says library, they are not compatible and sharing will not work.

[CPB_Arlo]

Thanks DannyBearAgain. That appears to be the issue. I just need to now figure out a way to get the software with the feed on her iPhone. Each time I delete the app from her phone and download it again she still gets the Library. I have checked to make sure she doesn’t have 2 versions installed. My version is 4.3 with the feed and hers is 4.3.5. It appears the new 4.3.5 version has the Library back in it.

[StephenB]

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@CPB_Arlo wrote:

My version is 4.3 with the feed and hers is 4.3.5. It appears the new 4.3.5 version has the Library back in it.

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Actually all the 4.x apps support both interfaces, because Arlo is still in transition.

Though usually the issue is the other way around - the primary account is on "Library" and the friend account is on "Feed".  

You can migrate an account to "feed" by going into "add device" and adding either a Pro 5s or a home security system to the account.  That will of course fail, since you don't have either.  But in the process the account should be migrated to "Feed".

If you don't see one of those devices in "add device", then you'd need to get help from Arlo support.