Can't add AVD2001Aer1.4 to Secure Single Camera - Monthly subscription.

[arlocom00923209]

Setup is a VMB4000 with 3x Pro2 cameras and a AVD2001Aer1.4 wire free essential doorbell.

When I added the doorbell a couple of years ago, I added the Secure Single Camera subscription to get cloud storage. 

A few months ago -because the doorbell rarely works- I removed it from the base station and re-added it over my own wifi network instead. Performance is slightly better, but still poor. Anyway, that's not the point. I continued to have cloud storage for a while, but then it disappeared.

I confirmed I have an active subscription and checked app, mobile web and desktop web to find the functionality to add the doorbell to the subscription, but can't find it anywhere.

"Arlo secure single camera(0)"

"0 of 4 camera(s) participating"

How do I do it? 

Web viewApp view

[jguerdat]

You may need to cancel the existing subscription and immediately purchase a current one. That should prompt you to choose a camera to attach the plan to.

[arlocom00923209]

If I unsubscribe, that will be the end. If a company of this scale can’t get the basics right, they can’t be trusted. 

[ShayneS]

Hi @arlocom00923209 

Thank you for the feedback. If I understand correctly, you were successfully subscribed to a single camera plan then you removed your device to re-onboard it directly to your network versus the base station and it lost the subscription it was connected to randomly?

[ShayneS]

I'm inquiring with the team for more information regarding this. I'll report back as soon as possible.

[arlocom00923209]

Hi Shane, yes that is correct - but more importantly, there’s nowhere for me to add the camera back into to the subscription. 

[StephenB]

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@arlocom00923209 wrote:

but more importantly, there’s nowhere for me to add the camera back into to the subscription. 

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AFAIK, single camera subscriptions cannot be transfered. You have to cancel and then re-suscribe.

Though it's possible support can transfer them from their end.

[ShayneS]

@arlocom00923209 

The team is looking in to this, I'll update you as soon as I have more to share. 

[ShayneS]

Hi @arlocom00923209 

Thank you for your patience while I investigate this. The team would like to confirm if you’re okay with canceling and resubscribing to your plan. This will ensure the doorbell is included, and we’ll provide a refund for the current month.

[arlocom00923209]

I can’t re-subscribe to this plan:

 

[ShayneS]

@arlocom00923209 

You don't see an option to cancel the single camera subscription specifically? 

[arlocom00923209]

Yes I can cancel it but it is warning me I won’t be able to resubscribe to the same plan in the future. 

[ShayneS]

@arlocom00923209 Understood, let me inquire with the team regarding this and I will get back to you.