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