No option to buy a subscription

[hsjarrtal]

hi, I bought new arlo pro 4, but I can't figure out where and how I can buy a subscription. There is nothing like this in my account (https://my.arlo.com/account/v4/#/settings/subscription) here it just says “no subscriptions” and that’s all.

I could attach a screenshot, but I don't see that it can be done here

[StephenB]

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@hsjarrtal wrote:

hi, I bought new arlo pro 4, but I can't figure out where and how I can buy a subscription. There is nothing like this in my account (https://my.arlo.com/account/v4/#/settings/subscription) here it just says “no subscriptions” and that’s all.

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What country are you in?

[hsjarrtal]

This could be any country, because my base station works through a VPN that shares with my home router, otherwise Arlo will not be able to recognize the geolocation, because it does not have GPS, but I registered my Arlo account without a VPN in Kazakhstan. before that I used arlo pro 2 for several years without a subscription

Thanks

[StephenB]

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@hsjarrtal wrote:

but I registered my Arlo account without a VPN in Kazakhstan.

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What matters here is the country Arlo thought you were in when you created the account.  I believe the payment method might also need to be for that country.

Arlo unfortunately doesn't offer subscriptions in Kazakhstan.

• https://kb.arlo.com/000062249/Where-is-Arlo-Secure-available

You could try removing the cameras from the account and creating a new one.

[hsjarrtal]

I tried removing the cameras, but it didn't help. Is it possible that can help just need to re-create a new account with a new email and add the system again from a US IP?

Thanks

[GLLY]

You have to sign in to your arlo account on a PC to subscribe if I am not mistaken 

[StephenB · Accepted solution]

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@hsjarrtal wrote:

I tried removing the cameras, but it didn't help. Is it possible that can help just need to re-create a new account with a new email and add the system again from a US IP?

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As I tried to say above, you need to create a new account while using a VPN that terminates in a country where Arlo offers subscriptions (for example, the US). The billing address of the payment method will need to be in the same country.

After the account is created, you need to run off the VPN, and then add the base station (if you use one) and the cameras to your newly created account.  Onboarding generally won't work while you are using a VPN.

Note I am in the US, so this is not something I've ever done myself.  But I have seen posts from other users who have done this. 

Arlo of course does not support this, since they have decided not to offer subscriptions in your country.  So you could have issues if you ever need Arlo support.  And they potentially could put more sophisticated geolocation into their cloud, and detect what you have done.

[hsjarrtal]

thank you very much, that sounds logical. I will try to do this. I also tried logging into my account from the computer, but there was nothing about payment there