UK

[Petya]

Hello, 

I was wondering if someone can help me figure out whether the devices I see on my “active devices” tab in the Arlo app are my old phones or someone else. 

I have a 2 step verification process and yesterday I received a text with an authentication code. I am the only person using the account so I got worried and went in the app to try to investigate. 

I never looked under active devices before and when I did there were two extra devices on there in addition to my iPhone labelled “this device” - another iPhone and UNKNOWN. 

I removed them and changed my password but would really like some peace of mind that I have not up until now been watched by someone unauthorised. 

Is there a way of knowing for sure whether those were old devices I had not cleared or somebody actively logged into my account? Also, how would you explain the authentication code generated could the server do that automatically or someone needs to request it? 

Thank you in advance for your thoughts on this. 

Best, 

Petya 

[StephenB]

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@Petya wrote:

I was wondering if someone can help me figure out whether the devices I see on my “active devices” tab in the Arlo app are my old phones or someone else. 

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Others have reported duplicate entries there, and I have seen them myself.  In my case, I think a duplicate showed up when I updated the app.  So these devices might just be a combination of duplicates and old ones.

But the unexpected verification method does suggest someone was trying to log into your account.  Your response (changing the password, and removing the extraneous devices) is the right step.   

I also suggest changing the password on your email, as users can select email verification, and potentially delete the email before you see it.  If you have a subscription, keep a close eye on the payment method.

Also, make sure no one has set up camera sharing.  If you see "Library" in your app menu, then use this guide:

• https://kb.arlo.com/1101094/How-do-I-delete-friends-from-my-Arlo-account

If you instead see "Feed" and "Dashboard", use this one:

• https://kb.arlo.com/000062949/How-do-I-delete-friends-from-my-Arlo-account-Arlo-Secure-4-0

You could also contact Arlo Support, as they might be able to provide more info.  I'm tagging the Arlo mods - @BrookeN , @JamesC , @ShayneS - in case they have other recommendations. 

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@Petya wrote:

Also, how would you explain the authentication code generated could the server do that automatically or someone needs to request it? 

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Someone would have to request it when they attempted to log in.  Normally the system used "push notifications" which would only come from the Arlo Servers. 

But if this was SMS, it might also have been a spoof (someone else texting you the message).  Was there a link in the message, or was it just plain text?

While SMS can be a useful option (definitely worth enabling before you switch to a new phone with a ported number), you might also want to go into the two-factor verification methods and disable it for now.