Subscription not working but taking money

[Skullsta]

Recently had the subscription expired as I was Abit slow to renew, pretty sure it's done it before and I chose a subscription and it worked took money out of my account and worked as usual, but this time it's not choose plan it takes my money but it tells me it can't be added to my account it says "master plan not assigned on the account unable to assign supplemental plan", not sure if I'm doing something wrong but I want my money back as it's taken over or around $50 trying to get it to work, no plan is showing up despite taking money each time but saying that any help?

[StephenB]

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@Skullsta wrote:

but it tells me it can't be added to my account it says "master plan not assigned on the account unable to assign supplemental plan"

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It sounds like you purchased a subscription for a "friend" account, and not the primary account to which the camera was onboarded.

If that is the case, you can either

1. cancel the sub and get a new one for the correct account or
2. remove the camera(s) from the primary account, and then re-add them to the "friend" account.  Then share the cameras back to the old primary account.

[Skullsta]

My friend has his camera and he pays for his own subscription he pays around 4.99 for his and mine is more but I don't have any subscriptions active currently on the app, not sure what's going on as it's happened before and I just selected a plan and it was ok 

[Bdbddjdh]

The same exact thing happened to me except I paid for a $4.99 plan and it took my money from my bank account yet when I go to the app it says no subscriptions. This has been a ongoing problem and it’s not like I can talk to anyone from the Arlo team at this point I’ve had this camera for about a year and a half and I am extremely sick and tired of it Considering returning it replacing it smashing it whatever but I’m going to go with another company. Arlo is terrible 

[rmontosa]

Same thing happening to me. Can't contact anyone. This service is terrible. Never had my account shared with anyone else friend etc.. so not sure why I'm getting this dam master plan error preventing me from using my dam cameras. Then Arlos master plan is to drive us crazy with motion alerts until we renew but can't because of "master plan not assigned on the account unable to assign supplemental plan" terrible customer experience! 

[Bdbddjdh]

Yeah I still have this camera but I only use it for live view and live view only I don't pay for any more subscriptions ever because I bought a way better camera the brand is called EUFY, I bought it from Best Buy for about 199$ before tax, it has a cloud memory which is plenty for months to come, you can also simply easily delete a video you don't need or download a video you want and even send it to someone else so there is no subscription needed you can apply for one but it's not needed also this camera pans and tilts.  Look it up on Best Buy it's called EUFY.

[Hhke]

Taking my cameras down tomorrow.... I've been getting this error for weeks whilst having my card charged... I've contacted support a thousand times no one can figure this **bleep** out 

[JamesC]

The development team is looking into reports from users who are receiving this error message. I will provide an update as soon as I know more.

JamesC

[Libraroni80]

Did it it to me twice I want my money back I’ll be reporting it to my bank you’re not taking my money and then leave me with no subscription 

[JamesC]

Libraroni80,

Are the charges pending or do they show completed on your bank statement?

JamesC

[Mama2017]

I'm currently having this same problem. I was a tad too slow to renew, but did so this morning and am now being told the payment failed even though it didn't.  I have provided them a screenshot from my bank showing it took it out and they're trying to backpedal and say it wasn't them that took it out. I'm at my wits end with Arlo and the numerous circles of being told I'm the only one having this problem.  I've been told numerous times I need to pay the fees again to have it active,  but a representitive I can barely understand said it was already active.  So I am absolutely confused and frustrated.

[Lyricalempatb]

Do you have an update yet? I am also having this exact same problem… 

[Mama2017]

They refunded it and I had to pay for it again.🤦🏻‍♀️

[Lyricalempatb]

Thanks for the reply! Do you know if it is or was a user issue or a problem on arlo’s end? I’d really like to just use my effing camera without having to go through the back & forth emailing with support. I’ve seen here in a number of threads, a lot of other users having this same issue without a resolution… one thread had a “moderator” respond saying the same generic message (along the lines of “we’ll give you an update asap”) THREE times, each reply from that supposed mod said the SAME thing, THREE times and each message was a whole MONTH apart 😕 

[StephenB]

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@Lyricalempatb wrote:

 one thread had a “moderator” respond saying the same generic message (along the lines of “we’ll give you an update asap”) THREE times, each reply from that supposed mod said the SAME thing, THREE times and each message was a whole MONTH apart 😕 

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What's your issue with that?  The support response normally wouldn't have been public, so you'd have no idea on the outcome.

Are you are having an issue reaching support to deal with a subscription issue?  Or are you having a different problem?

[Mama2017]

It was Arlos end. The payment was taken automatically but Arlo showed nothing and told me the money taken out wasn’t from Arlo. So I sent a screenshot and got told that they seen it, but didn’t at the same time, then told me she released it so it’d be back in my back within 3-5 business days. I was told that after that I could go on and repay for it and it would be active. So after it was refunded, I went back on to pay for it and it was active again. It was a glitch in their system from what I was told and was also told it doesn’t happen often. But based off the amount of threads I’ve seen, it happens alot.🤣

[rickth]

How did you all end up getting support or contact someone? It is so frustrating because it is saying that I cannot even get support as I do not have a subscription, so I cannot even get a hold of someone even though my credit card has been charged this month and has had no stop. I cannot even contact anyone at Arlo about this, so I wonder if I should report it as fraud on my charge so I can get a refund?

[Mama2017]

I had to call their customer support number and got redirected 3 times before getting told I had to wait for the refund to be processed to do it again. It wouldn’t let me do it at first because they said my payment didn’t process and they never received the money, even though it said it was taken out by Arlo. It was an absolute mess. I couldn’t understand half of what they were saying either, which made the entire exchange much worse.