over payment

[iansnelling]

hi i seemed to have 2 subscriptions for my Arlo account this isnt correct, how do i cancel 1 of them, many thanks ian

[StephenB]

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@iansnelling wrote:

hi i seemed to have 2 subscriptions for my Arlo account this isnt correct, how do i cancel 1 of them

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What subscriptions do you have?

• Trial subscriptions?
• Single-camera Arlo Secure?
• Multi-camera Arlo Secure?
• Multi-camera Arlo Secure Plus?
• One or more CVR?

[iansnelling]

Hi stephen b  thanks for your reply, i am paying £12.99 a month and another payment of £8.99 a month im not sure what they are for, thanks Ian

[StephenB]

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@iansnelling wrote:

Hi stephen b  thanks for your reply, i am paying £12.99 a month and another payment of £8.99 a month im not sure what they are for, thanks Ian

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Pricing is published here:

• https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-i...
• https://kb.arlo.com/1018425/What-is-continuous-video-recording-CVR-and-how-do-I-use-it

Working backwards from the UK costs, there are two possibilities I see:

1. Arlo Secure Multicamera + 30 day CVR for one camera.
2. Arlo Secure Multicamera + Arlo Secure Plus Multicamera

The first possibility is potentially ok (there are people here who add CVR for a camera), the second possibility looks like it would be an error (perhaps on your part). Secure and Secure Plus both cover unlimited cameras, so there is no need for both.

One complication with working backwards from billing is that Arlo is partnered with Verisure in Europe.  I don't work for Arlo and live in the US - so I have no visibility into how that partnership works (in particular, whether Verisure is also billing you for a service that they provide).  Another complication is that Arlo has redone their subscriptions a few times over the years, and that they have allowed people on older subscription plans to renew them.  The older plans did have camera limits, and if you have a lot of cameras you might have needed more than one subscription to cover them all.

Log into my.arlo.com on a PC.  Click on "settings" and then Subscriptions.  That should show the Arlo subscriptions you have, and there is a way to cancel subscriptions there.

If you do have both Arlo Secure and Arlo Secure Plus, there are three significant differences in Europe:

1. Secure recordings are limited to 2K and below.  Secure Plus goes up to 4K.
2. Secure recording retention is 30 days.  Secure Plus retention is 60 days.
3. Secure Plus includes an extended camera warranty (adding an additional year).

The first difference is world-wide, the other two are specific to Europe.

• https://kb.arlo.com/000062601/Arlo-Secure-European-Plan-Features