Arlo|Smart Home Security|Wireless HD Security Cameras

Cannot access subscription info on my.arlo.com

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Aspirant
Aspirant

This isn't really camera or hub specific but I am unable to access my subscription information on my.arlo.com on iOS, macOS, Safari, or Chrome browsers. I know it should work in all these because my son also has an account and he is able to do so. I have 14 Arlo cameras total across 3 base stations in two states (CA and WA). I just got 4 Pro 3 cameras and want to update my subscription to support the full 2K recording on the Pro 3 cameras and be able to add more. But I can't because when I click on "subscription" it just hangs there indefinitely with the Arlo logo. I can see and control all my cameras on the site and everything else works just fine, it's just the subscription section. And I can see everything in my iPhone app but when you click on subscriptions there it tells you what plan you have but instructs you to "manage your subscription from the web site."

 

I've had at least 5 different service chats, calls and emails chains with Arlo and it's the same thing. Once they called me back and left my on hold for one hour and then hung up on me. Ironically I'm just trying to give them more money and it's been over a month and I cannot get Arlo support to take this seriously. On the last service call I had with a very confused tech they told me to make sure the the my.arlo.com web-site was updated properly. Huh? I asked if she meant my browser because yes everything is updated, and I've cleared cache, etc. but she insisted I needed to update the web-site somehow. 

 

I hate having to return cameras because I can't get a new a subscription and I really don't want to have to create a different account because I like accessing them remotely from my iPhone app. 

 

Has anyone else experienced this?

Model: VMB4540 | Arlo Pro 3 SmartHub
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Community Manager
Community Manager

V-Jim,

 

Do you have a support ticket case number I can reference and escalate for this issue?

 

JamesC

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Aspirant
Aspirant

Hi, the case number is 41644381.

 

Thanks. 

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