Arlo Smart Subscription: Not active in App; Email asking to come back? Never left...!?

[Bigdthep]

Last month no issues. This month Differwnt story. I Paid for the Smart plan mutliple time they still not working. Now I have been over charged for something that doesnt Even Work. Need better customer service for this Product. Sheesh what a waste if money.

One minute the zones are there next time you Logon to App thera GONE!!! HELP....

[brianzx7]

I have a paid subscription for one of my cameras and it used to show the activity zones in the app. Now it is completely missing? It does show online, but I would rather be able to adjust it from my phone. Please fix.

[StephenB]

ios or android?  what version?

[brianzx7]

Android - 9

[StephenB]

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@brianzx7 wrote:

Android - 9

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Ok.  I'm seeing it on my own phone (Android 8).  Maybe try force-stopping the app, clearing the data and cache, and then start it again.

[brianzx7]

Yeah, I tried that and even restarted the phone. Weird that the option just disappeared.

[StephenB]

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@brianzx7 wrote:

Yeah, I tried that and even restarted the phone. Weird that the option just disappeared.

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What camera?  I checked a pro2, an ultra, and the video doorbell.  Activity zones is now its own section (not part of video settings).  The app is 2.15_27085.

[brianzx7]

Arlo Pro. It never was in the Video Settings, but listed by itself right under the Video Settings. Again, it shows in the normal place when viewed online, but not in the app. However, my ArloQ does show it in the app (as it always has) so my guess is that with the last update, they forgot to link Arlo Pro to show the Activity Zones options. It was there before, and it is not now.

[ShayneS]

Hi @Bigdthep

Are the zones being deleted, or are you noticing the zones are not working (detecting outside of zone)?

If they are deleted, does this occur on the Arlo app & web portal?

[StephenB]

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@brianzx7 wrote:

Arlo Pro. It never was in the Video Settings, but listed by itself right under the Video Settings. Again, it shows in the normal place when viewed online, but not in the app. However, my ArloQ does show it in the app (as it always has) so my guess is that with the last update, they forgot to link Arlo Pro to show the Activity Zones options. It was there before, and it is not now.

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Maybe contact support, or ask @JamesC to escalate this for you???

[Ziya]

I have an arlo pro on a smart plan and have noticed that the activity zone set up has disappeared in the camera settings! How do i now change the activity zone?
Im using a samsung s9 android phone on latest firmware.

[Ziya]

As soon as writing this i logged back in the app and it re appeared!
Confused.....🤔

[Ziya]

Bigdthep im having the same issue. Not sure if there has been a recent app update but my camera settings the activity zone tab has disappeared. It had done this yesterday then reappeared today its gone again!

Why does there always have to be issues with arlo

[Ziya]

Checked today and the activity zone has gone again.
Checked other post and seems others are having same issues. Arlo please fix this.

[StephenB]

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@Ziya wrote:
the activity zone tab has disappeared. It had done this yesterday then reappeared today its gone again!

I've seen this too.  Yesterday the activity zone option was totally missing on my Android app.  This morning it re-appeared.

[JessicaP]

Hi Ziya,

What camera are you using? Could you share a screenshot that shows you don't have activity zone listed?

[Ziya]

Im using the arlo pro camera. Havent had any success in getting the activity zone back

[MAD_MAK]

Same issue, different camera. My video doorbell started ignoring the zone I was using for a few days, giving me a ton of false alerts. Next, the app decided to delete the zone settings altogether. The link in the Arlo app is gone altogether. Not that it was working anyway, I at least had the illusion that I was attempting to fix the the broken zone when it was still an option on my app.
I'm using a galaxy s10 with Android os v. 10.

[NickEds]

Hi. Hope all is well with everyone! 

I have subscribed to Arlo Smart three months ago. In App; the video zoning is not active, nor an option. In Desktop, it is. 

I have also received an email asking me to come back to Arlo Pro. However, I have never left... ? 

Hoping someone can help!!

[michaelkenward]

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@NickEds wrote:

I have subscribed to Arlo Smart three months ago. In App; the video zoning is not active, nor an option. In Desktop, it is. 

Just a shot in the dark here, based on stuff that has wafted by, have you looked at your cameras and your Smart account to see if it hasn't just dropped them out of the list of "Active" cameras?

If so, it may be simply a case of dragging them back into the active zone.

• Settings
• Subscription
• Manage cameras

[NickEds]

iOS 13.3 iphone

[NickEds]

Thank you for the reply Arlo. I have iOS 13.3 and on app the zones are not there. On desktop they are. Please let me know how to reactive the zones in the app

[NickEds]

Thank you for the recommendation. Unfortunately yea - it’s listed as an active camera.

On desktop I can see the zones. Only on app I can’t. As a result - I get loads of notifications that are not in the zone.

[JessicaP]

The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

[Ziya]

It doesnt matter whether your in a plan or not the activity zone option should still ben there visible. I have 2 cameras 1 of which is on a plan. the one that isnt on a plan still had option to view activity zone even thou it had no effect. Now cant view any on a plan or not.