device is inactive - says i need paid subscription

[Alcat26]

I have had Arlo cameras for years and never paid for a subscription. I have four cameras that were free and I bought  the doorbell camera and pay for a subscription for that only. I was grandfathered in for the other four cameras that I have and now they have been disabled from Arlo says I need a paid subscription. I’d like to know why this happened?

[ShayneS]

We're hearing reports from some users that when attempting to live stream, a subscribe now message is presented. We're currently investigating these reports and will provide more information as it becomes available.

[Michie]

@StephenB 

Thank you very much for your help.  I removed and reinstalled one camera and it worked! Thank you!

[VMS4430P-user]

My VMS4430P Pro 2 camera had been functioning perfectly for years. Suddenly, all my cameras stopped working and now display the message, "This device is inactive. A paid subscription is required to activate the device." I have opened a support case and have been repeatedly informed that the issue is being addressed and that it affects legacy cameras. However, it has been weeks without any resolution or sense of urgency. This experience has been extremely frustrating, leaving me in the dark. I am unsure if these cameras are bricked. Is anyone else experiencing the same issue?

[Edinburgh_lad1]

This has happened to other users and Arlo is doing little to nothing to address the issue on a permanent basis - this forum is full of posts like this. You as a customer, especially using the free 7 day cloud storage, which seems to be a sticking point for this company, don't seem to matter anymore, as otherwise, they'd have fixed the issue a long time ago.

A potential fix is to remove all cameras and re-add them.

[Herbeca]

Will do that today. For clarification, this is not a storage issue. The error message says a paid subscription is required to even activate the cameras. 

[StephenB]

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@Edinburgh_lad1 wrote:

A potential fix is to remove all cameras and re-add them.

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Removing one camera and readding it should be enough.

[Herbeca]

Success with remove and reinstall one camera. Lasted 5 minutes, then all old cameras and doorbell show gray with a moving light bar and are non responsive. I do believe that Arlo is desperately trying to end the “in perpetuity / lifetime”  aspect of their initial sales terms with these bugs.  That clause is never works out well for the issuers, ask American Airlines or the NBA. 

[DannyBearAgain]

Had you allowed the trial subscription expire?

Had you read the arlo terms and conditions when you agreed to the trial?

You could try removing a pro2 camera from your account and try adding it back again using the manual syncing method. Press the base station top sync button momentarily then do the same for the camera. 

[Andyvic]

I did that and now I can’t add routines or set schedules. 

[StephenB]

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@Andyvic wrote:

I did that and now I can’t add routines or set schedules. 

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Different issue, and would be best to use a new discussion thread...

Are you doing this from the primary account?  Or are you trying to use a friend account?

Do you see "Feed" and "Dashboard" in the app?

[Sellner]

I've had my Arlo base system and 5 cameras for 5+ years which comes with limited free cloud service. Recently my cameras on my app are no longer functioning and it says "This device is inactive. A paid subscription is required to activate the device." I've contacted support which is hard to believe is only through a Chat as they do not have an actual phone number to talk to a human. They said they are aware of the issue, opened a case # and said they would respond to me within a few hours. We are now 3 days later with no response. It seems like this is a trick to get those of us with free app functionality to be persuaded into a subscription, however this is not required. How have others resolved this? It's clear that Arlo is not willing to help.

[StephenB]

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@Sellner wrote:

 It's clear that Arlo is not willing to help.

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Arlo has said they are iinvestigating.

Try removing one camera from the account, and then add it back.  In many cases that restores cloud storage for all the legacy cameras connected to the base.

[Howie62]

I purchased a bundle package back in ~2016. Included four pro 2 cameras and two flood lights. In 2023 I bought the Arlo door bell . I never took advantage of the free cloud service but relied on the SD card in my VM5400 base unit. A week ago three of my cameras went off line reporting inactive and subscription required. I find this totally unacceptable and feel I’m being held hostage. No support available with out subscription. I know this a Arlo deal because my cameras all work in apple homekit. This business practice needs to stop and give customers access to a product they bought with full disclosure that it was free.

[DannyBearAgain]

The pro2 is still being supported by arlo with free 7days cloud storage.

Many posts have recently appeared describing similar feature fails you described.

You could be forgiven for thinking arlo has started deprecating the pro2 cameras earlier than the proposed EOL date for 2025.

When you added the new doorbell you would have been ported to the trial 30day cloud storage plan and when it expired, and since arlo is ignorant about your need to revert to your previous 7days free entitlement, your encouraged to renew the plan.

You could try removing the doorbell from the account and see if the 7days free cloud storage returns. If so you can then add the doorbell back again to use it again.

You mention using a 5400 base station, look for the label underneath to confirm.

[Howie62]

Thank you for your response. I stand corrected. My base unit is the VMB4500r2. I will try your recommendation by uninstalling the door bell and activate the 7 day cloud subscription 

[Howie62]

Update. I ended up removing one of my inactivated cameras then reinstalling. All affected cameras came back online. Thanks to the community because Arlo support is pitiful. Simple chat session could have solved this.

[Gmayoub]

My Arlo Pro camera was working without a plan for couple years and now had stopped working. It is now asking me:

“This device is inactive. A paid subscription is required to activate this device.”

 Hope could I use it again without a subscription plan?

[DannyBearAgain]

What happens if you remove a camera from the account and add it back again?

[ShayneS · Accepted solution]

This symptom should now be resolved. Are you still experiencing this messaging?

[Kooba5rem]

The message cleared once I deleted and readded a camera. Thanks

[ShayneS]

@Kooba5rem 

Okay, thank you for the update on this.