Billing update notification

[Anders53]

Hi,

My Arlo Secure Plan is up for renewal late March each year. This year I got notified that I need to update my (Mastercard) payment information although all info re this card is still correct and valid. Even after updating the data (reentering it) and also after switching to an alternative (Visa) card for payment I still get notified - more or less on a daily basis that the payment is still unsuccessful.

My subscription data also now shows that next yearly payment is due in on March 16, 2026 (!) and then with the double yearly amount = 2 x 1490 SEK = SEK 2980.

Something seems to be wrong with your payment routine !  Or ??  Please advise what I should do.

Anders

[Anders53]

Please note this highly relevant info from my bank (in Sweden).  Your repeated request for payment cannot be executed since it has not been made using the normal security protocols (3DSecure or SCA = Secure Card Authorization). Previous requests (in 2024 for example, probably also earlier) have been made in that way. According to the Bank your procedure has changed this year (omitting relevant security protocol(-s)) thereby making transfer from my account impossible.

Please let me know if your relevant service agrees that this might solve the issue !

Yours,

Anders C

[BrookeN]

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. 

[Anders53 · Accepted solution]

Hi,

No need for further contact I believe.

Transfer (payment) has now finally (on March 30) gone through. Possibly due to my earlier message indicating that the hickup seemed to have arisen due to lack of application of relevant security protocol (3DSecure or ETA) when you requested payment this time.

My Subscription page now correctly indicates that the SEK 1490 due on March 26, 2025, have indeed been debited to my bank account (although on March 30, 2025) and that next payment of same amount is now scheduled for next ordinary renewal date, viz. 16 March 2026.

Regards,

Anders Calmfors

[BrookeN]

Thank you for the update. I will go ahead and close this, if you need any further assistance please reach back out. Have a great rest of your week. 

[Anders53]

Thanks! Same to you!

Anders