Logged into My.Arlo.Com but nothing there

[rickas27]

I have several Arlo 3 and Arlo Q and a homebase but no subscription.

I was able to look at my cameras and view footage from within 7 days - I did this as recently as a month ago to confirm something an employee said that happened in my store.

But now when I log in, I only see options to buy a subscription.

There is no trace of any of my devices or videos.

What happened?

Am I logging into the wrong portal?

[StephenB · Accepted solution]

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@rickas27 wrote:

Am I logging into the wrong portal?

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my.arlo.com is the correct site (note you do need the . between my and arlo).

Are you sure you are using the correct account credentials?

Do you have the app installed on a phone or tablet?

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@rickas27 wrote:

I have several Arlo 3 and Arlo Q and a homebase but no subscription.

I was able to look at my cameras and view footage from within 7 days - I did this as recently as a month ago to confirm something an employee said that happened in my store.

You wouldn't see footage from a Pro 3 camera from my.arlo.com unless you had a subscription in force.  I suggest that you confirm the camera model by opening the housing, and removing the battery.  There is a label inside.

I am guessing that you actually have Pro or Pro 2 cameras - which do have 7-day cloud storage.

[rickas27]

Ok, I was trying to view my cameras from the website.

However after I downloaded the mobile app and logged in, I now see my cameras.

So I assume I'll only be able to view Live and Footage from the app.

I'm not sure exactly what model I have. When I check Device Info it says H7. Another one says "6"

What confused me is that I have another account that also has the Arlo Q but I can view the cameras from the website.

[StephenB]

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@rickas27 wrote:

I'm not sure exactly what model I have. When I check Device Info it says H7. Another one says "6"

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The H revisions aren't useful - they are hardware revisions for a given model.  Many cameras share the same H codes. 

As I said earlier, open the cameras and remove the battery.  Then look at the label.

If that is inconvenient, there is another way.  Go into settings->support.  Then select one of the cameras.  Scroll to the very bottom of that screen, and you will see a product field that starts with VMC.  Let us know what it says.

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@rickas27 wrote:

What confused me is that I have another account that also has the Arlo Q but I can view the cameras from the website.

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Likely you shared the Q in that account with the one you are using.  There's no good reason for you to be using 2 accounts, so I suggest you consider consolidating them.

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@rickas27 wrote:

So I assume I'll only be able to view Live and Footage from the app.

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That's not correct, there must be something else going on.