No library access after subscription update

[a_dawn]

I recently upgraded my subscription to the yearly pay upfront fee plan. Two days later my camera's stopped recording and my library has been wiped out. I went to the subscription plan and it says I have no subscription but I have confirmed that I paid for it and the Arlo team online can see it on their end. They emailed me the receipt of my purchase. Yet, they can't email me a work around or fix it on their end.  I have tried the Arlo online support and have gotten NO WHERE with them. It is obvious an AI generated "person" which keeps telling me to remove the device then move over to the new plan. I tried removing and it's telling me I have to subscribe. I keep telling the AI or person that it doesn't show a subscription there. Then I get a response that says I don't have the ability to get a call from the support team. This is BEYOND frustrating!!!! Is anyone else having this issue?

[BrookeN]

Can you please dm me a callback number as well as a good number to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

[aworley]

I am having basically the same issue.  I had to connect our Pro 4 cameras to a new internet network a couple days ago.  After connecting the new network to our phones, the cameras disappeared from the app on both my phone and my husband's.  It took me the better part of a day to get the cameras on my phone and then I had to grant access for my husband to see them.  Originally, his phone was the phone that granted me access but the cameras would not sync to his phone.  Everything seemed to be working ok at that point. I think the cameras were working in the library...I don't remember.  But today, they are not recording anything in the library and I'm not sure how long this has happened.  My phone tells me that I have to activate an Arlo Secure plan.  If I go to settings and look under subscription, there is no plan.  If I go to my husband's phone, he has no recordings in the library but it shows that he has Arlo Secure Multi-Camera but zero cameras are participating.  It says to go to the web and manage our plan and cameras.  When I go to the web, I can't do anything.  No where can I find where to manage the cameras.   There is no phone numbers to call.  When I tried to chat, it said that I didn't have a subscription and wasn't eligible to chat even though Arlo was paid for the subscription last week.  Through the course of trying everything and anything, I have now deleted the Grant Access on my husband's phone from when we did it originally and I can't get it back.  It will not allow me to add a person on his phone.  I have been messing with Arlo issues for several days and it is to the point that it isn't worth it.  They are really good about collecting their money but I'm not seeing much support to go with it.  I'm very frustrated right now. 

[StephenB]

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@aworley wrote:

I had to connect our Pro 4 cameras to a new internet network a couple days ago.  After connecting the new network to our phones, the cameras disappeared from the app on both my phone and my husband's.  It took me the better part of a day to get the cameras on my phone and then I had to grant access for my husband to see them.  Originally, his phone was the phone that granted me access but the cameras would not sync to his phone. 

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You moved the cameras into your account, but left the subscription in your husband's account.  As a result, your cameras are not subscribed.

So either you need to cancel his subscription, and resubscribe from your account, or you need to move the cameras back into his account.

One aspect is that you can share the same account credentials, and not bother with the "friend" account feature.  So you could remove the cameras from your account, and then log into his account on your phone.  Then add back the cameras from your phone.  After that make sure the cameras are back in the subscription plan.  

[aworley]

Hi,

That kind of makes sense about they are in my account now instead of his.  The only reason that I have an account is when we originally got them I tried logging into his account on my phone and it would log him out of his.  At that point, I was able to find a phone number for Arlo and they had me make an account and he granted me access.   Now, the only reason they are in my account is because I couldn't get them on his phone.  We changed our internet provider.  I tried the day it was installed and had no luck.  It took my until mid afternoon the next day before I was able to get them on my phone because his phone was not accepting them.  I have seen several posts from people within the past week that are experiencing the same thing as I did and still am.  This if very frustrating.  If I knew that I could get them on his phone, we would do that so that I don't have to cancel and re-subscribe.  I'm sure they won't transfer the funds from the month that I just paid for.   Thank you for your help!  That gives me something to try.

[StephenB]

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@aworley wrote:

The only reason that I have an account is when we originally got them I tried logging into his account on my phone and it would log him out of his.  

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They used to do that, but they changed that behavior a few months ago.