Never received notice that my card declined (stolen), now I have to pay $7/mo more?

[ianacole]

As the title states...

Went in to check video recordings today and received a message that my subscription had been canceled.  Realized that we had the subscription on a card we had canceled due to it being stolen.  Never received an email that the card had been declined, otherwise I would have updated my account.  I can verified that I never received the email by checking my deletion history.  Now the subscription we had is now $7/mo. more.  Seems fishy - let's not tell people they're cards were declined so we can charge them more when they resubscribe.  I was already on the fence about Arlo, this will just push me over.

[BrookeN]

I am sorry to hear that your card was stolen. There was a price increase at the beginning of the new year and that is why you are seeing the subscription more. I can get you in touch with support if you would like and you can discuss this. Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. . 

[ianacole]

Would this increase have occurred at the start of the year with my subscription, or is it being increased as a new subscription?

I cannot find the "Private Messenger" option in my preferences:

[StephenB]

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@ianacole wrote:

I cannot find the "Private Messenger" option in my preferences:

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Look for this:

Is your screenshot cropped?

FWIW, the envelope icon is here:

[ianacole]

Yes, it was cropped, but didn't include the "Private Messages" tab.  Brook sent me a DM, and that opened the "Private Messages" options in my profile.

[BrookeN]

@ianacole thank you for providing that information. I have reached out to support, they will be in contact as soon as possible. 

[ianacole]

Thank you BrookeN!  Support contacted me and we resolved the issue.  Thanks for your assistance!