How to contact a real person

[Kaysahn]

I have seen the closed board that covered this topic back in February 2024 but this has just happened to my husband.

He cannot access the modes to turn the cameras off and on. This is only happening on his I-phone which is operating on IOS 17.7 (Iphone Xr). App version is 5.0.2.

I too have done all the reset, delete and reload, log out, log in, cancel sharing and reinstalling it and nothing seems to work.

How was this fixed please?

[BrookeN]

The development team was able to reproduce the issue as described and is continuing to work toward a solution. As soon as we have more information available, we'll post an update.

[BrookeN]

We are still currently investigating this behavior. I will update the community as soon as possible. 

[BrookeN]

I do not have an update as of today. But the development team is currently investigating this. I will update the community as soon as possible. 

[Yuki123]

Same situation happened to me for few days, I think after I updated the app to the latest version.

As the shared account, I can see the records of the cameras, but I cannot turn them on and off since my shared device (the base unit) is offline.

[Eggsy]

Same.  iPhone that auto updated to latest app version 5.05 caused shared devices mode to show offline.  Other iPhone that didn’t auto update the app version and has old version is fine.  Not cool.  Arlo needs to fix.

[AKAZ]

Same.  Also using version 5.05 on an iPhone.  All shared device modes show offline, cannot arm or disarm, but am able to view live camera feeds and library recordings.  Have tried deleting the shared device accounts and the app, then adding them back on, but the problem still exists.

[StephenB]

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@AKAZ wrote:

Same.  Also using version 5.05 on an iPhone.  All shared device modes show offline, cannot arm or disarm, but am able to view live camera feeds and library recordings.  Have tried deleting the shared device accounts and the app, then adding them back on, but the problem still exists.

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If you are sharing with a spouse or close family member, then you can just share the primary account credentials (having multiple phones using the same login).  Arlo didn't used to allow multiple logins, but they changed that a few months ago.

[AKAZ]

I was unaware of that change.  Thanks for the info!

[BrookeN]

I apologize for the delay in my response I have been out of office. I will reach out for updates and report back as soon as possible. I understand the frustration of features not working as expected. We are investigating this behavior, it appears it is with iOS devices and not cameras themselves. 

[twinkie747]

just checking in to say i’m having the same issue… i’m the owner and husband has shared access that is showing offline… we’ve had a paid subscription for couple of years and our base station is VMB4000r3… our cameras are all Pros… i don’t think we have any Pro2.

[TJR44]

My Mode function still says offline. I did find in the Arlo reviews you can send an email to askarlo@arlo.com with all the details of your problem. I did that today, hopefully I will get a response.

[Merlin232]

I have just checked with Arlo support today regarding this issue. They now admit it’s is their problem rather than trying to blame my devices as they had done previously at the beginning of October. 

They do not have an expected date for the fix. When I asked about sharing login details they did not recommend this, although I think this is to cover their backs incase of account security issues.

Their recommendation was to update to the latest version of the app and it would fix it. I questioned this because as far as I could tell I had the latest version. There is a version which not everyone can  see at present, but there is a way to get it Arlo informed me.

WARNING Before following Arlo’s instructions please be aware if you have Arlo devices on different networks updating to the latest app will force you to pay for multiple subscriptions. You and your family members will all have to update and you can’t go back to the previous version.

Arlo told me if you try to add a pro 5s camera it will force the app to update to a version that can’t be seen in the App Store. You don’t need to complete adding the camera that you don’t have as the app updates before you can do this.

Don’t forget this could result in additional subscription charges. I  no longer trust Arlo sufficiently to even try this to see if it works. 

It would seem two options at present are put up with the inconvenience or share account logins

Arlo did say they are working on a fix in the current app. They also said everyone will have to use the new app in the future but wouldn’t tell me when. 

Does anybody know if there is a way to go back to older versions of an app in iOS?

[IdahoTowerMan]

I don't believe there is a way to downgrade an app. Articles that I've read refer the user to contact the app maker to do so. iTunes, I believe, used to have that ability, but I'm connected to my PC with iTunes right now, and the 'MyApp' section no longer exists that used to hold versions of apps.

[Yuki123]

I’m actually on the old version of the app while I use my current account which is not working aka showing offline. However when I tried to create a new account and sign in, it’s the new version of app which does not allow me to add the base station.

[StephenB]

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@Merlin232 wrote:

Does anybody know if there is a way to go back to older versions of an app in iOS?

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It's not really the app version.  The current app supports two different user interfaces - one showing "Library", the other showing "Feed" and "Dashboard".  The instructions you followed migrated your user interface to "Feed".

It is not possible to migrate back on your own.  Arlo can do it, but they generally refuse.

[eyeeyeeye]

This issue appears to have been fixed earlier this year, but my shared devices recently exhibit the same issue - can change the Mode on Shared Devices via my laptop, but not via my Mobile App (v5.0.5 released 10-15-24).  My Devices (doorbell) has no issue with Mode changes via laptop or phone.  

[BrookeN]

The development team was able to reproduce the issue as described and is continuing to work toward a solution. As soon as we have more information available, we'll post an update.

[mgreenholt]

I’m having a lot of trouble with my Arlo app. We are unable to change the armed status and our home is unprotected. I want to contact a real person for help, but can’t find a phone number. Does anyone have a phone number to share? 

[BrookeN]

Are you seeing this behavior as the main user or the authorized user?

[mgreenholt]

My husband and I pay for a subscription and full Arlo service. Because our apps don’t work we are unable to call and speak to a real person. We would like to speak to a real person to help get our technical issues fixed. I am extremely hopeful someone on this community can guide me to a real person I could speak to on the phone that can help fix our problem. 

[StephenB]

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@mgreenholt wrote:

My husband and I pay for a subscription and full Arlo service. Because our apps don’t work we are unable to call and speak to a real person.

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Are you saying you cannot log into the app? If you can, then you can get phone support using the support center in the app.

Back to the problem you reported - this is a known issue for people using a "friend" account.  The workaround for now is to have both you and your husband use the same username/password in the app.

[JenniBuksh]

Since about 2 weeks ago I cannot arm/disarm arlo from a share account. We have tried deleting and recreating an account as well as deleting and reinstalling the app but it still doesn't work. I saw a post that this was an issue last year and an app update fixed the bug. Has the issue come back somehow?

[StephenB]

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@JenniBuksh wrote:

Since about 2 weeks ago I cannot arm/disarm arlo from a share account. We have tried deleting and recreating an account as well as deleting and reinstalling the app but it still doesn't work. I saw a post that this was an issue last year and an app update fixed the bug. Has the issue come back somehow?

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It's a bug that Arlo is still looking into.

One workaround is that you can just use the primary account credentials on your phone instead of the share account.   Arlo used to prevent multiple logins at the same time, but they changed that some months ago.

Of course the primary account owner has to be willing to give you those credentials.  And there are some scenarios where that doesn't help (for instance, if you have some cameras in your own account).

[WillLifePower]

Hello!

I'm not sure what product I have from Arlo. I have a bridge and 3 cameras. 720p was the resolution. 

We have an issue with the app on an iPhone. I shared my cameras with my dad, and he can't "arm" or "disarm" the Siren, but he can see the cameras. 

Before it worked fine, no issues. Now he has to long press the app icon, and from there select "Arm all devices ", but in the app it just shows "Offline".

Works fine on my Android phone.

We tried everything. Tried updating the app, system, bridge. I reset the bridge. We updated the iOS too, nothing helps.

We have no idea what happened, because everything worked fine before. And clearly bridge is online, because I can connect to it from my Android phone, and my dad can arm or disarm system through a context menu on am iPhone homescreen... even though it shows offline in the app.

Please help!

[StephenB]

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@WillLifePower wrote:

We have an issue with the app on an iPhone. I shared my cameras with my dad, and he can't "arm" or "disarm" the Siren, but he can see the cameras. 

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It's a bug that Arlo is investigating.

If you trust your dad with your account password, he can log into your account on his phone as a workaround.  Arlo used to enforce only one login at a time, but they changed that some months back.

He could also try a PC (my.arlo.com) and see if that works with his credentials.

[KRM]

Is there any fix to this as yet? Why does it take Arlo so long in these matters? It doesn't exactly instill confidence in their technology skills and customer service! 

[maverk]

The only way I know is through the support of the Arlo app under settings. Even if you speak with them the answer is the same as the one you see here “they are working on it”

[TJR44]

“We are working on it” is a satisfactory response for only so long, and that time has expired. This problem and the fix can’t be that difficult, everything was working well until that horrible app revision. I have a friend who really loves her Ring doorbell and additional security cameras. Most likely time to move on from Arlo……