Can't assign a plan to a new location

[Johnfj40]

Hello, I have three locations set up, each with a plan, and I just created a fourth location. After I assign a plan to it and click Agree and Confirm Payment the message "Same gateway is present at multiple location" is displayed at the top of the screen and won't save the plan for the fourth location. Anyone know how to fix this?

[jguerdat]

Are the locations truly separate, perhaps each using a different router? @JamesC , @ShayneS , @BrookeN may be able to help or use the app to go to Settings, Support and choose a camera. Scroll down to Contacts to see what official support may offer.

[Johnfj40]

Yes, they are different locations. They're all different buildings in two cities.

[jguerdat]

It may be that there's a limit as to the number of locations but someone at Arlo will need to confirm that.

[ShayneS]

Hi @Johnfj40 

Are you still experiencing this? Is it possible to provide a screenshot of the messaging that's displayed?

Thanks 

[Johnfj40]

Hello, yes I'm still experiencing the problem. The first screenshot shows that I've chosen a plan for the MLK location. The ORO location already has a plan. When I click CONTINUE I receive the message in orange in the second screenshot.

 

 

[Johnfj40]

It's hard to read but the message states "Same gateway is present at multiple location".

[ShayneS]

@Johnfj40 

Thank you for the detailed info. I have escalated this for you and someone from Support will be reaching out as soon as possible.

[Johnfj40]

Hi Shane,

Could you please escalate this again? I didn't realize my old e-mail was associated with this account so by the time I saw it they had closed the case. Sorry and thanks, John

[ShayneS]

@Johnfj40 I notified the team. You should be contacted soon. 

[Johnfj40]

Hi Shane, I haven't been contacted yet. I have been checking that e-mail every day.

Thanks,

John