Device Verification is not working for login

[fmags24]

Trying to login from a new device and the verification method will not send a passcode.  The devices listed will not work, neither will my email address.  Not sure what else I can do…I’m currently stuck at the verification screen after entering a successful username and password are successful..

[babs2234]

after weeks of it not working - it worked!!!!
whoo hoo

[ShayneS]

Have you tried logging in through the web portal on your computer? Are other devices affected by this as well? Does it occur on mobile data and Wi-Fi? Have you checked the spam folder in your email address folder? 

[fmags24]

Yes, I have tried on my Mac and my Iphone.   All devices are impacted...happens on both mobile and wi-fi.  I have checked junk mail and nothing.

[ShayneS]

I'm checking with the team. I'll report back as soon as possible. 

[fmags24]

I spoke with the support team.  They mentioned a persistent issue the networking team is looking into.  I don't know...I was asked to wait for a fix.  Until then, I can't get into my account.

Arlo Support

45360453

[ShayneS]

@fmags24 

Thanks for the clarification. I also escalated this to make sure the information is relayed to the appropriate team. You should be receiving a response as soon as possible. 

[babs2234]

im having the same trouble havent been able to login for weeks, reset my entire phone (what a pain) and nothing. 

[ShayneS]

Hi @babs2234 

Are you still experiencing this? What Is the error message you receive and are you still experiencing this? does it occur on other devices and the web portal?

[babs2234]

cant get in anywhere but on my desktop - it says its sending a verification code - I dont get anything. 
i use a desktop a phone and an ipad

[ShayneS]

@babs2234 

I have escalated your case & someone from support will be reaching out to you as soon as possible. 

[StephenB]

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@babs2234 wrote:

cant get in anywhere but on my desktop - it says its sending a verification code - I dont get anything. 
i use a desktop a phone and an ipad

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Have you tried adding sms verification from the desktop?

You should also be able to trust the phone there.

[babs2234]

I cant get to my settings on the desktop - it wont send a verification code to anything, I can get here and thats it. so frustrated

[StephenB]

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@babs2234 wrote:

I cant get to my settings on the desktop - it wont send a verification code to anything, I can get here and thats it. so frustrated

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What happens if you click on Settings after you log in?

Can you then click on your profile (name and initials) at the top of the page?

After that you can click on "Two Step Verification" and add text (SMS) as a method.  If you are on the two-step verification page, you do that by clicking on the + on the top right.

[babs2234]

it only shows me settings for community I cant get to my devices etc
I cant log in except for community

[StephenB]

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@babs2234 wrote:

it only shows me settings for community I cant get to my devices etc
I cant log in except for community

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So https://my.arlo.com doesn't work?

[fmags24]

I finally gave up and created a new account with a new email and re-registered my cameras.

[babs2234]

They called me but its still not working ;-( 
I have a subscription so not sure that would work for me

[StephenB]

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@babs2234 wrote:

They called me but its still not working ;-( 
I have a subscription so not sure that would work for me

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Can you log in with the iPad?

Can you receive text messages on the iPad (or a mobile phone)?

[babs2234]

doesnt work on the ipad either
When I try text messages for verification, they never arrive

[StephenB]

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@babs2234 wrote:

When I try text messages for verification, they never arrive

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Is the phone number set up to go to a mobile phone?

[babs2234]

yes it is a mobile phone

[StephenB]

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@babs2234 wrote:

yes it is a mobile phone

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Ok.  A lot of people confuse push notifications with SMS/text notifications.  So I am wanting to confirm that you had set up SMS notifications in the two-factor authentication settings.  They are not on by default.

[babs2234]

I dont recall but I cant get in to see

[StephenB]

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@babs2234 wrote:

I dont recall but I cant get in to see

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I'm tagging the mods - @BrookeN , @JamesC , @ShayneS - as one of them might be able to help.

[babs2234]

after weeks of it not working - it worked!!!!
whoo hoo