Cameras are not linking to my subscription

[KLU716]

I signed up for a subscription, but none of my cameras are showing up under the subscription. We’ve had our Arlo cameras for several years, but let the initial subscription go. This is a new sign up for one of the plans. I cannot find a phone number for support to have them help figure out why my cameras are not showing up under my subscription plan. I do know that if I cannot get any assistance or help with this matter by the end of the day today, I’ll be canceling my subscription and I’ll be getting rid of all my Arlo cameras and moving over to another brand. This is absolutely ridiculous that you pay all this money for some thing and you cannot get a live support person over the phone.

[jguerdat]

Did you look at Settings, Subscription, Manage Cameras?

[KLU716]

The app is not even recognizing my cameras as having a subscription. But when I login through the Website from safari, my subscription is there.

[jguerdat]

It would seem to be a phone/app issue. Reboot the phone and reinstall the app.

[KLU716]

I did that and it’s still not picking up my cameras in the subscription. 

[KLU716]

I have canceled my plan. I would like to have the money I paid for the monthly subscription back since it’s been less than 24 hours since I signed up for it and I was unable to use any of the subscription services. Honestly, had I known there was no customer service phone line I would have purchased another brand of cameras. I’m very disappointed. 

[jguerdat]

Arlo doesn't refund unused subscription charges. The sub remains in effect until the end of 30 days and then ends.

There is a phone number for support. Use Settings, Support and select a camera. That will provide various options including a phone number. You need a sub for this to work, which you still have.

[KLU716]

You should refund me for the subscription that was unable to be used because I couldn’t get any adequate assistance from Arlo “support” to help resolve the issue. 

The support phone number you are referencing was ironically grayed out yesterday so it wouldn’t allow me to even click on it. Google didn’t even locate a phone number for support when I searched. Only options I had was chat and community. I did the chat, which offered absolutely no help or solution for me. Then I went to the community option. As you can see, I received no adequate help from this so-called “super user” either. If it would’ve been as simple as let us help you, then that person would’ve given me a phone number to call. Instead, they never responded yesterday to my last comment. I did what they instructed me to do and  it still was not working. App says the hours for Arlo support are 6 AM to 6 PM Pacific standard time. When I wrote that I still didn’t have it fixed, that was in eastern standard time, so you were still open and available to answer me, which obviously no one did. Your customer service is absolutely horrible.

[StephenB]

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@KLU716 wrote:

The support phone number you are referencing was ironically grayed out yesterday so it wouldn’t allow me to even click on it.   

Was that after hours? 

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@KLU716 wrote:

When I wrote that I still didn’t have it fixed, that was in eastern standard time, so you were still open and available to answer me, which obviously no one did. 

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This is a user forum - most folks here (including superusers) cannot see or escalate cases, and we have no direct contact with wupport. 

While there are two Arlo mods, they are stretched pretty thin, and generally don't respond immediately to posts.  If you do want their help to escalate something, it is best to tag them ( @JamesC and @ShayneS ).

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@KLU716 wrote:

I received no adequate help from this so-called “super user” either.  If it would’ve been as simple as let us help you, then that person would’ve given me a phone number to call. 

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We are customers, just as you are.  We can't fix issues with subscriptions, billing, or technical.  We can only give advice based on our own experience with the cameras.  Our own cameras are subscribed, so there's no way we can duplicate your problem.

We have no phone number to give you - we (like you) need to use the app to get support.

[Unhappy1212]

Having the same problem.  Our trial ended - for the trial we had three cameras and were getting the video recordings on all three cameras.  We tried to subscribe - couldn't find the cameras to pull them into the plan.  Went to setting, subscriptions,  no option for manage cameras.  We tried twice, paid for the subscription twice and got NOTHING.

They don't even reimburse  you!  I am out $20 - not to mention the $300 I spent on the cameras.

Also, you can't speak to a real person - you have to have a different subscription.  So you can only speak with a bot in the chat.  What kind of customer service is this?

[jguerdat]

WHich user interface (UI) do you see? The old one uses Library to view videos while the new one uses Feed. Which plan did you subscribe to? The newest plans have unlimited cameras so all are automatically enrolled in the plan which could explain why you don't see Manage Cameras. Have you tried both the app as well as the web client (my.arlo.com) to see what's up?