Cameras Account Hacked

[JCartagena]

I know for a fact my Arlo account and cameras were hacked, and someone have videos of my kid. How can I check when a device was added to my account if I don't have an email ever saying the device was added? I would like to know when was added and when was the last time it was used for access? I cant see any of that from my app.

[jguerdat]

How do you know for a fact your account/system has been hacked? Have you changed your password, using a strong one, as well as enabled 2FA (2 factor authentication)?  If a device was added to your account, it would show up in your account. Logs are only available to tech support so you'd have to open a ticket to see if they can tell anything. 

[JCartagena]

Because I have been noticing the cameras red light turn on when no one was connected to the app and when I checked today I noticed a device I dont know about is part of the second authentication devices. Yes, I changed the password, yes I have 2fa, and yes I tried to open support but I dont own a subscription and because of that I cant contact anyone. I need help from arlo cause this is serious. I will have to go to the media and the police. I remember one employee back in the day on the new was adding himself to peoples accounts and watching them for months. Till they found out. Im not saying this is the same. But i cant contact anyone and Im no using the service ever again till they can help me out. Is crazy to me how a company for surveillance and “security” doesnt have a system in place to report security issues??? I need to contact someone from support. PLEASE!!!!!

[StephenB]

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@JCartagena wrote:

Because I have been noticing the cameras red light turn on when no one was connected to the app

If the cameras are armed, that light will turn on whenever motion is triggered at night.  So in itself, that proves nothing.

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@JCartagena wrote:

when I checked today I noticed a device I dont know about is part of the second authentication devices. 

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Unfortunately that isn't definitive either.  We have seen reports of duplicate devices showing up - in my case that happened when the app was updated.

Is it possible that this device is a duplicate?  Or possibly a very old device you used to have?  Was it a PC browser?  Or a phone/tablet?

I get the concern, but with no real evidence the hacking is a fear, and not clearly a fact.

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@JCartagena wrote:

Yes, I changed the password, yes I have 2fa, 

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Which is a good start.  2FA can use email, so also change your email address password.

You might also want to run malware scans on your PCs, as it is possible that a keyboard logger (or other malware) could have leaked your Arlo account password.  

[JCartagena]

I guess in life everything is possible right? Its possible none of this is real at the end of the but for now i need to go with the evidence I have. One the camera does also turn on the red lights and keeps them on when someone is currently watching the feed the same way they will activate when theres movement when they are armed, which they were not. But whatever. All that can be “updates” of the system thst keeps the red lights on for longer period of times at random times in different days. Yea who knows. But the device might also be a random device I logged in before. But none of that information I have, the app doenst show me if it was a browser, or a device? Or when it last logged in, or from where it logged in? It doesnt show me none of the i formation i need and thts why i need to contact support. But no one is to contact? If I make a law complaint or with the media they might approach me? Right? I need someone from Arlo to check this out. I might need to get my lawyer involved as this might be classified as a federal case because i have a minor and someone might have underage videos ilegally through arlo and arlo doesnt seem to contact me to resolve this. Apparently they dont care about the “security” of their customers they seem to claim they all about. No one has contacted me yet. 

[ShayneS]

Hi @JCartagena 

Thanks for the feedback, I have escalated this to the appropriate team and support will be reaching out to you as soon as possible. 

[JCartagena]

Is this email supposed to take me to a link? I got an email about the case being sent to support and needing more information but when I click the link to go to it I get redirected to the arlo page to enter my credentials and then after I log in I get to my account and nothing happens. Theres nothing under support or nothing for me to contact no one! Was that a scam email? I did got to my account so not sure whats going on. Thanks

[JCartagena]

Thank you for reaching out, I got a new email with a follow up and the Arlo support team are working on checking this. I will have more information once they verify everything. Thanks!

[ShayneS · Accepted solution]

@JCartagena 

No worries, glad I could assist.