New Phone and now can't access

[Mandepearce]

Hi I have the Pro 2 cameras. My wife and I got new cell phones (both Android - same as we had) and now cannot see live video through my phone. Only recordings. My email is secondary email, amd I can see recordings but they wont display real-time. Her access is denied completely and even with verification gets "an error occured" and cannot complete sign in. Do I need to reset everything???

[DannyBearAgain]

The lesson here is not to swap the SIM cards until you are happy that the arlo app is working on the new phone.

setup the new phone, skip the cellular setup, setup the wifi network so you have access to the internet. Install the arlo app and trust it for 2fa. When you have the app working you can then set the new phone as the 2fa primary device. Settings/login/two-step verification then edit to change the priority tick.

swap sim and setup the cellular settings on the new phone.

when everything is good on the new phone go back into the app settings and remove the old phone if your intending on junk it.

[BrookeN]

@Mandepearce were you able to get the app working on both the devices?

[Mandepearce]

No. I can sign in using the secondary email address amd see recordings but no live video and no permissions to arm/disarm, etc. My wife can not log in from her phone on the primary email address.

[BrookeN]

What is the error your wife is receiving when trying to log in? Can you try logging in with the Wi-Fi off her phone?

[Mandepearce]

She's not here currently. We can try later this evening. She logs in and it wants to send a verification email or text to verify it's her. When she enters that, it says an error has occurred. Can I contact you directly when we try?

[BrookeN]

You can send me a Dm, You send a dm by clicking on the envelope icon on the top right of the forum page. Depending when she gets home I may not see it tell tomorrow. However, have her try to log in with the Wi-Fi off after uninstalling and reinstalling the app. Then send me a message and let me know how it worked.