Arlo|Smart Home Security|Wireless HD Security Cameras

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SarahBM
Aspirant
Aspirant

I have brought Arlo PRO 2 from Amazon, with 6 cameras, since about 3 years. I was using only 4 cameras. Now I needed the other 2. When I tried to add the other two, the sixth camera could not be added. They asked me to subscribe to a plan. Why ? I have brought 6 cameras so that no need for any new plan or paid plan, why now am I asked to pay more?

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StephenB
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Guru

@SarahBM wrote:
I have brought Arlo PRO 2 from Amazon, with 6 cameras, since about 3 years. I was using only 4 cameras. Now I needed the other 2. When I tried to add the other two, the sixth camera could not be added. They asked me to subscribe to a plan. Why ? I have brought 6 cameras so that no need for any new plan or paid plan, why now am I asked to pay more?

Generally the limit for the free 7 day cloud storage is 5 cameras per account.  But there were some kits that provided this for 6 cameras.  While the Arlo cloud should have figured this out, it sounds like it might not have in your case.

 

I think you will need to contact support for this - which is not easy to do w/o a paid plan.  I'm tagging @JamesC and @ShayneS in hopes they can facilitate.

ShayneS
Arlo Moderator
Arlo Moderator

Hi @SarahBM

 

Are you still experiencing this issue? 

SarahBM
Aspirant
Aspirant
Hello

Yes
ShayneS
Arlo Moderator
Arlo Moderator

Hi,

 

Do you happen to know the Product SKU that you purchased? Did you purchase this as a 6 camera kit? 

ShayneS
Arlo Moderator
Arlo Moderator

The basic plan allows for 5 cameras, you would need to purchase a subscription to add the 6th camera.

SarahBM
Aspirant
Aspirant
I brought it as 6 kit of 6 camera
jguerdat
Guru Guru
Guru

I believe you would have been directed to use a specific code or model when first setting this up to get the special 6 camera free plan. I've never set one of these up so can't be sure on details. Unfortunately, now that it's set up, you've lost the ability to add that 6th camera for free, in my opinion.

ShayneS
Arlo Moderator
Arlo Moderator

I have escalated your issue. Arlo Support will be reaching out to you soon. 

SarahBM
Aspirant
Aspirant
Still waiting for support
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