No access to account login or anything

[Sean_R]

Hi, I am trying to help my family friend with their Arlo vmb4000 base station. The person that helped them set everything up will not help them anymore and will not give them the login details to their account or anything. So we don't know what email was used to set up the account, all we have is the serial number on the bottom of the base station. Is there anything that can be done like set up a whole new account and have the old account deleted? Thanks

[DannyBearAgain]

If the person who setup the camera system is unwilling to release the equipment all you can do is pack up the system and send it to him with a demand for the replacement costs.

[Sean_R]

Why can't we just give Arlo the serial number on the bottom of the base station and they can determine that the account has not been logged into in so long and they can clear the credentials and we can set up a new account on the base station?

[DannyBearAgain]

The difficulty is likely related to preventing theft of the equipment and easy resales.

The equipment is locked to the account that has taken ownership so the equipment needs to be removed from the account before it can be used by another account.

 If you can prove ownership of the equipment such as a store receipt with your details etc, you could ask arlo to consider your case.

[Sean_R]

Will all of the cameras that were paired to the Base Station need to be removed from the account also or can the cameras be paired to a new Base Station?

[DannyBearAgain]

The cameras and base station are also paired to the arlo account.

Do you have any shared access to the cameras at all? If not you should disable the equipment so you maintain your privacy.

 If you want to factory reset the base station use a paper clip to press the reset button on the base station for 15sec or until the base led starts flashing.

Once the base has settled then try to add the base to the new account. If you succeed then try adding the cameras.

[jguerdat]

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@Sean_R wrote:

Will all of the cameras that were paired to the Base Station need to be removed from the account also or can the cameras be paired to a new Base Station?

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@Sean_R wrote:

Will all of the cameras that were paired to the Base Station need to be removed from the account also or can the cameras be paired to a new Base Station?

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Cameras can only be paired to one base at a time. Remove them from the account to set them up on the new base.