Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Apprentice

Camera not showing up. No invite emails.

2nd added user is unable to view one of the cameras that was recently replaced. The primary  account user can see all of the cameras on both phone and desktop. I've removed it and added it a few times. I've tried various browsers and phones. All access is granted to all cameras from the primary account. Any solutions on how to get the camera to show up for this user? 

 

I deleted the user and sent a new invitation to the same email address thinking that might work. Now the user is not getting any emails from Arlo to rejoin. When she logs in there is nothing there. She has checked her spam and junk boxes. It worked initially, but not sure now what to do. 

 

I have a 3rd user who still on the the account with all access granted including the problem camera, but is not able to see the same missing camera.

 

Any ideas?

Model: VMB4000 | Arlo Pro/Pro2 Base Station
Message 1 of 4
Arlo Moderator

Re: Camera not showing up. No invite emails.

Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support

Message 2 of 4
Apprentice

Re: Camera not showing up. No invite emails.

Yes. It has been 9 days now and they have no updates for me. Still the same problems after going through many troubleshooting issues. Problem is on Arlo's end. They hardly respond to my emails and say they do not have a solution or know when they will have one. I was on the phone for an hour yesterday and on hold about 80% of the time and no further info was provided. They would not transfer me to a supervisor and no one called me back at my request after being on hold for so long. I requested a replacement RMA front camera for the one not working, but so far crickets. Considering canceling my subscription since I can't use the feature I am paying for and support has been sub-par. Perhaps the email has been blacklisted, i've read others having the same issue. I just can't seem to get any help from support or even agent to chat to. 

Message 3 of 4
Apprentice

Re: Camera not showing up. No invite emails.

I guess I'm the only person with this issue. Can't see cameras and can't receive invites. Called tech support today because I received an email saying case will be closed due to inactivity. I'm waiting on Arlo!! Support says Supervisor is busy and still won't transfer me... still. 

 

I callled - still no updates. No progress, no known eta.  Super frustrated at the lack of support. 

Message 4 of 4