2FA not working - Can't get into my account

[rlmckeen]

It appears I'm not the only one with this issue, but I'll list it here in the hopes of getting a solution and maybe placing it here so someone else can Google it. 

I can sign into the app and my username and password work. However, the 2FA screen requests a six-digit code which is never delivered to my email address. I'd choose a phone number for an SMS, but I never get the option. The app and the website both list my email address as the only three options. The same email address, three times and none of them work.

Better still, I try to use the chat as instructed to check on my support case after 24hrs. 48 hours later and the chatbot says I'm not entitled to any support and won't connect me. No matter if I put in my case number, the engineering support ticket, etc. 

 

[jguerdat · Accepted solution]

Since you seem to be able to use the web client, go to Settings, Account Profile & Security, Name, Email, Phone. You should see a place to set your phone number.

[fidelvega]

Hello, I had the same problem some months ago without Anu Arlo solution, you have to create a new account and hard reset your smart hub and start again with a new account, that's is the solution, I lived through the same story.

regards

Fidel

[rlmckeen]

I have to be able to access the account in order to reach these settings. Since I do not receive the verification code at the email address set in the account, I can't actually get in.

This is not a solution. I need Arlo's 2FA system to actually send the verification email. I know that Arlo's email addresses are whitelisted because I get advertising emails from Arlo. They seem to be able to manage to spam my email address but not provide a simple verification code, or get an engineer to respond to a case. 

Case Number: 45186822

This has been going on for nearly a month. If someone could remove the 2FA requirement so I can access my account, that would be the most useful outcome.

[rlmckeen]

I'll give this a shot. If I can't get back into an account or get a hard reset to work, I have several hundred dollars worth of broken, non-functional, unsupported equipment that can go into the trash.

I'll never buy this again. 

edit- actually, this won't work. I can't re-set the base station with a new account if I can't remove it from my old one. Why hasn't an Arlo engineer addressed this problem yet? 

[StephenB]

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@rlmckeen wrote:

Why hasn't an Arlo engineer addressed this problem yet? 

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I'm tagging the mods - @BrookeN , @ShayneS , @JamesC - in hopes one of them will arrange for support to reach out to you.