Trying to add an existing user to an existing account - process fails!

[rmonio]

Hello!

I have a very puzzling issue that I'm trying to figure out.

I have a user "fred@gmail.com" (not real id) owning my Arlo Secure account.  I have tried to add my wife's arlo account so she can access our cameras.  I do this through the admin setup (Grant Access) on my Arlo app on my iPhone.  It generates an email to her that she reads through her iPhone mail app.  When it arrives it tells her to "add a user" - which is odd because she already has a user account.  If I follow the "add user link" it fails.  If she goes into the Arlo App then all it wants to do is add a device.

I have tried many steps to figure this out - but to no avail:

- I have deleted the app (v4.2.5) and reloaded it (iOS 16.3.1).  still doesn't work.

- I have deleted the account for and wen through the process again of adding her as an arlo account.  then I deleted the Grant Access request and resent it to her.  It still does not work.

Does anyone have any idea what is going on?  I want to add my wife so she can see the cameras, but it will not work.  The only option I have is to let her use my id  to see my camera list (which promptly kicks me off on my devices...  not an IDEAL way of doing this as I still think you should have more than one user being able to be on a user id at one time looking at the cameras).  

I really appreciate getting some help here.  Thank you!

-Bob

[DannyBearAgain]

You can only have one  login session active at the same time if you’re using the same credentials. Hence when you login from another mobile device or a web browser the existing active session gets logged out. 

Regards the granted user experience, does not work on Apple platform devices, you need to use a pc to open the email invite, click on the invite link to get into the create account page, click on create account and enter the granted users credentials or proceed as a new user.

After completing, logout  and check the admin account that the granted access status has changed from pending to accepted.

Theory says that the cameras will appear in the granted user’s account.

Then confirm which app interface version each of you have since they are not compatible.

[StephenB]

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@rmonio wrote:

I have a user "fred@gmail.com" (not real id) owning my Arlo Secure account.  I have tried to add my wife's arlo account "wilma@gmail.com" so she can access our cameras.  I do this through the admin setup (Grant Access) on my Arlo app on my iPhone.  It generates an email to her that she reads through her iPhone mail app. 

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As @DannyBearAgain suggests, have her click on the "create account" on a PC (either Windows or Mac).  That will open the browser to my.arlo.com.  From there she, logs into her existing account.

After is done, confirm that the invite is accepted, and not pending.

Once that is done, we also need to get both accounts on the same interface.  Arlo is rolling out a new user interface which has "Feed" and "Dashboard" as options on the main app page.  The older interface says "Library".  Please let us know which interface you have in your account, and also what interface is in Wilma's.