Support Doesn't Support - Need Help!

[Retired_Member]

I’ve been trying to reach your support center for weeks. I pay $179.99/year for a subscription that promises access to live support, but I’m getting no resolution. I opened a ticket weeks ago and am being ignored.  I think I have two accounts and am paying for one, but my app doesn’t show the subscription. I don't know how to fix this. I've asked in the ticket for help merging accounts or telling me which one I need to use on my app. I'm paying for this service monthly but haven't been able to use it because NO ONE HAS GOTTEN BACK TO ME. I will report this to my credit card if it’s not resolved.

[StephenB]

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@Retired_Member wrote:

 I think I have two accounts and am paying for one, but my app doesn’t show the subscription. 

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You think you have two accounts? Can you log into both of them?  Use a PC (browse my.arlo.com).

[BrookeN]

@Retired_Member I do see your case number and was reading through the notes. They reached out asking for a good phone number and time to call. Can you please dm me that information so I can send it to support? You send a dm by clicking on the envelope icon on the top right of the forum page.

I do see the subscription on the account and an authorized users account. You can remove the authorized user if you want and then you will just have the one original account. 

https://kb.arlo.com/000062949/How-do-I-delete-friends-from-my-Arlo-account-Arlo-Secure-4-0

Any questions you have you can reach out to me directly by dm as well and I would be more than happy to assist. 

[Retired_Member]

I do not see an envelope in the top corner of the page.

[BrookeN]

I sent you a dm you can respond to that. 

[StephenB]

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@Retired_Member wrote:

I do not see an envelope in the top corner of the page.

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It should be here:

If you don't see it:

1. Click on your profile icon at the top of the page, and then choose settings.
2. Click on Preferences
3. Select Private Messenger in the pulldown

Make sure private messages are turned on.