Arlo Secure - how to drag camera to set up on the account?

[KayKay71]

My trial ends in a couple of days. Two weeks ago, I bought the Arlo Secure plan. But it didn’t automatically cover my camera, and the Settings interface says to “drag” the camera to activate it on Secure. I don’t see where you can “drag” anything to the correct field. As it stands, I’m paying for coverage but no camera is connected to the plan. I’ve searched every inch of the Arlo website, and exhaustively gotten no help through Chat. There appears to be no human help for this problem. Can anybody tell me how to tell Arlo Secure which camera should be covered by the plan?

[jguerdat]

The old user interface (UI) that uses Library to view recordings and a legacy (not one of the current) paid plan has that "drag" feature although it doesn't work for cameras that still are on the trial subscription. With the new UI and a current plan, any camera that is on a trial sub will automatically be added to the subscription since it's for unlimited cameras. Hence, there's no need to move it from trial to paid subscriptions at all.

[JimTalbott]

I have a similar issue - I'm unable to drag my cameras to anything. I'm unable to set my camera feeds to 4k - the "fix" for getting to 4K seems to be to get the cameras off of the old "trial" subscription, however I have no method of doing that also. Help?

[StephenB]

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@JimTalbott wrote:

I have a similar issue - I'm unable to drag my cameras to anything. I'm unable to set my camera feeds to 4k - the "fix" for getting to 4K seems to be to get the cameras off of the old "trial" subscription, however I have no method of doing that also. Help?

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This is with an Ultra / Ultra 2 camera?

The simplest thing to do is just wait for the trial to end.  You could also contact support (using the support center in the app).

[JimTalbott]

That’s the fun part. The trial has been running for 1.5 years, as I’m paying for a membership. It’s just kinda…..stuck there.

[ShayneS]

Hi @JimTalbott 

I have escalated this for you and support will be reaching out as soon as possible. 

[Fleur1975]

Hi @Jim can you help me as well? Have 4 cameras, a subscription for some months now, but can't 'drag and drop' them in order to enable them. 

Thank you

[ShayneS]

@Fleur1975 

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to the Profile icon > Support Center > Select device > contact

[JimTalbott]

Since I don’t work for Arlo, I can’t offer direct help. But I DO work in IT, and I spent time on a helpdesk. Suggestions: try different browsers, try different devices (different PC, NOT a mobile device). Assuming none of that works, you’ll be where I’m at - I’ve been asked to send a screenshot to the Arlo support folks, but haven’t heard back yet. My cameras WORK right now, after removing and reading them, however, only at 2k, even though I’m paying for 4K.

[Gavilanafa]

Hi 

I just purchased a subscription for my 2 essential arlo cameras, but I don't seem to be able to drag the cameras to be able to record, any support, please

Have a good day 

Gavilanafa

[ShayneS]

Hi @Gavilanafa 

I have escalated this for you and support will be reaching out as soon as possible.

[Bradwendes]

Glad I'm not alone, but frustrated that I'm getting the same issue. There's no option to 'drag' anything anywhere, so I'd be buying a subscription to cover no cameras.

I'm also unable to complete the transaction to buy a subscription, with no specific error message, it simple says "unable to complete transaction"

I am using a desktop, not mobile. I have tried different browsers. Very frustrating, and unusual for a company to make it so difficult to purchase a functional subscription.

Right now I'm just going to let the trial lapse and go without a subscription to avoid further frustration

[StephenB]

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@Bradwendes wrote:

Glad I'm not alone, but frustrated that I'm getting the same issue. There's no option to 'drag' anything anywhere, so I'd be buying a subscription to cover no cameras.

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FYI, the camera should automatically shift to the paid plan when the trial expires.

But of course you do need to be able to purchase it.  Did you try contacting support?  This is easiest if you do that while you still have the trial.

[Bradwendes]

Thanks,

Support brought me here. 
But at this stage I'm don't have enough faith in Arlo to give them any money, so we'll let it lapse and look at other systems.

[ShayneS]

Hi @Bradwendes 

Thank you for letting me know, I have escalated this for you and the support team will be reaching out as soon as possible.