Geofence still shows wife’s old phones

[Komark]

Hello,

i went to my.arlo.com for both mine and wife’s accounts. Don’t see any old phones. On the app, I do see all my old phones and my wife’s. On top of that, my wife’s geofence doesn’t work. 
I tried removing her access, deleted app. Gave her access and installed app. Still no luck. Any other ideas on what to do?

[DannyBearAgain]

If you’re partner’s account doesn’t have her own cameras, you could try deleting the granted account after the access and app removal.

Then recreate the account again and the unused phones should be removed.

[Komark]

Will she be able to use the same email id to re-create the account?

It’s not only her but I also old phones listed under geofence. 

[DannyBearAgain]

I had to do this recently to get geofencing working although it only worked for a day.

Arlo mysteriously got into the account and fixed it to work.

I reused the same email after deleting and different PW and working ok. Note it will also delete any forum username account if you use the same account credentials.

[DannyBearAgain]

To add further you will still need to log off the phone apps every two weeks and login again to extend the session timeouts.

To remove older phones in the owner account this should be possible in app under geofencing enabled devices.

[Komark]

Hello,

I have tried doing this but still no luck. Still shows the old phones and the geofencing not working as my wife’s old phone seems to be always there at home. She is not using the old as it formatted. 

any other ideas?

[jguerdat]

Which interface are both phones using? The old one uses Library to view videos while the new one uses Feed. Both phones need to be using the same interface to get things working. However, a problem I have using the new interface is that my wife's phone never shows up in the geofencing settings to be able to select it. Thus, when I leave the mode switches properly but I get all the recordings I shouldn't be getting, due to the inability to add her phone to determine that someone is still at home. It's being looked into but no resolution yet.

[Komark]

Hello,

we are both on iPhones. Some of the older phones are Android. 

I think I have the same issue as you.
When we both leave home, mode doesn’t change to ARM away. Expected that when everyone leaves it will set that mode. 

If I manually set the ARM away mode and my wife returns then it doesn’t auto switch to ARM home. But when I only return then it works as expected as I have set routine to if anyone arrives. 

Basically, geofencing is working for my phone but not hers. 

btw, I have formatted my old phone and my wifes and gave to our kids. Both of those stay home. Not sure if that is messing up. 

thanks

[ShayneS]

Does your wife see the "feed" section or library at the bottom of the app? we can try migrating her to the latest App experience to see if this helps. 

[Komark]

Hello,

she does see the feed from all the cameras and gets notifications from the secure hub. 

how do we remove the old phones and get the new experience?

thanks. 

[ShayneS]

Hi @Komark

I was informed the support team reached out a few times but was routed to voicemail, an email was also sent to you so we can work on this issue you are having.

[Komark]

After speaking to the support team, the issue is still not resolved. The support is not responding any longer. This is really frustrating. 

[ShayneS]

You can now rename and remove unwanted devices. Please make sure you have the latest version of the Arlo app 4.5 and under the profile > Privacy Center > Account > Available Geofence Devices. Can you try removing the unwanted devices and re-add the appropriate devices to your automations or schedule for Geofencing and test again.