Getting wife setup on cameras

[duggyhow501]

Hi, I was trying to make it possible for my wife to view our cameras without it logging me out for her to see them.  Well, I deleted her access on the app and was trying to send her a new invite but now when my wife tries to accept her invite, she gets a notice that it’s already an existing account.  Well, how do I delete that so we can set it up for her to view them?  I’ve already deleted it from the app already and nothing on my account on the website shows her email address or name anywhere.  What should I do to fix this?  Thanks so much for any help.  

[Dannybear]

Just to confirm that your partner’s device was originally using your   credentials to login, correct?

When accepting a granted access request your partner needs to click on the embedded invite link to open a browser so she can either create her own account if not already created or login using her account credentials. This should allow her to access your cameras selected by your setup permissions.

https://kb.arlo.com/000039122/How-do-I-add-friends-to-my-Arlo-account 

The preference is to do this on a pc.

[duggyhow501]

Hi, I was able to get my wife setup using another gmail email account.  Now, I have a friend that it is saying the same thing to and he’s using a gmail account.  Arlo must have a database that they must be deleted from to keep this from happening.  It says they already have an account. Anyway,  I got my friend logged in but it says add devices and so he can’t see the cameras.  Not sure what I need to do.  Any help is much appreciated.  God bless.  

[Dannybear]

If a blank account has been created already before using the invite, when the invite is accepted by clicking on the embedded link in the email the granted user needs to use their login credentials to activate the share mode to the account.

You should see the invite status in the owners account change.

https://kb.arlo.com/000039122/How-do-I-add-friends-to-my-Arlo-account 

[mosbycreek]

we are having same issue,   the invite has been cancelled and sent multiple times.   when email is rec, click on the link and log in.    currently have an account with yahoo email, but never can see the cameras that the invite was sent for.      can not see any cameras.    

with all the issues, the account holder  has accessed my email,

and sends the email from his arlo  account,

opens it with my yahoo account. 

closes his arlo account.

logs into my arlo account with link on email

we have done this multiple times and can not see the cameras . 

he has no subscription , just access his cameras from his base 

[jguerdat]

Has the invitation been noted as accepted (as opposed to pending)? If so, make sure all users are using the same version app and that all users are using the same user interface (UI). That's mandatory with the new 4.x app and UI. If these are correct, the guest users should click on the Home selection at the top of Devices and click on the bottom one. All accounts get a default Home so this can be confusing. Rename at least yours so it's obvious whose is whose (renaming all of them would be a good idea). With the bottom Home being selected any shared cameras should appear.

[mosbycreek]

Our apps appear the same , both were downloaded at same time.   says arlo secure. 

Im the primary account holder, and have deleted and resent the sub multiple times. 

I have access to friend email, and i log off my arlo acct ,

then accept invite from his email

log on with his email acct with arlo.

but it still does not show any accounts with cameras.

[jguerdat]

But are you using the same user interface? It would seem so but check to see if Devices, Feed, Routines are shown at the bottom of both - if not, more action is needed for the user that doesn't show these.

Assuming all is correct have the person who is having the cameras shared to (NOT the owner) click on Home at the top of Devices. Click on the bottom Home which will be yours. Each user gets a default Home so when you share the other person has to choose the proper one. My suggestion is to rename one or both default Homes so it's obvious whose is whose.

[mosbycreek]

I'm on my desk top, accessing both accounts and emails. 

I'm not very tech savvy, but since I'm doing this from 1 desktop, i assume im on same interface

I send invitation from my arlo acct. 

I log out, 

I log into his email acct. 

when I'm on his (friends) email, i accept the invitation. 

I log in to his arlo account

it shows his credentials, but shows no plan, ( is a plan required ?)

if i click on :

dashboard, it directs to personalize account, with widgets

if i click on devises,    it pops up to add a devise, then if i click on it,\

it reacts like we are adding new devises. ( shows photos , not names of current system trying to activate)

Ive clicked every button on screen it refers to, but I can never see devises that the invite was sent for

[jguerdat]

First, don't assume anything. Either the user interfaces are the same or they're not You need to verify this as being correct.

In your account, check his account for being granted access - it should show as accepted, not pending.

No plan is needed for this to work.

Since you clicked on Dashboard, his account is using the 4.x UI. You must also be using it - do you see Dashboard? If not you must migrate but we can cover that after you answer these questions.

The guest account will see Home at the top of Devices (and elsewhere). He will need to click on that to choose the bottom Home which will be yours. SInce each user gets a default Home, the proper one has to be selected to view cameras. I suggest renaming at least your Home, but maybe all should do so so everyone knows whose Home is whose.

You don't add any devices because your cameras are already set up and can't be set up again. By his choosing your Home, the cameras will appear. But first you need to verify that both accounts' UIs are the same, with both showing Dashboard, Feed, etc. at the bottom.

[mosbycreek]

This is the son of the individual you've been working with. I've been troubleshooting this issue. 

Here's what I've verified so far:

1. We're both running PCs with Windows OS

2. We're both running Chrome browser

3. Invite from my father's account (primary) was sent to me

4. I accepted the invite and created an account on Arlo (secondary)

5. Confirmed that full access permissions were granted to me and saved in the primary account

6. Confirmed that we're both running the same software version (ver 4.1.0_3)

7. Confirmed that the User Interface doesn't appear to be the same on the computer.

7A: Upon login, primary account dashboard toolbar has Device / Library / Mode / Settings / Logout across the top of the page.

7B: Upon login, secondary account dashboard toolbar has Dashboard / Feed / Emergency / Devices / Routines / Settings down the left hand side of the page.  

8: On secondary account, when on the dashboard or devices tab, the drop down menu at the top of the page has "home" checkmarked with a green dot beside it. 

8A: Would that "home" be the default you mentioned in an earlier response? 

8B: I have been unable to locate a drop down menu or similar on the primary account.

8C: The primary account shows the base station device, which is named, and the four individually named cameras linked to it. To view this, I have to select "settings" and then "my devices" in the primary account.

9: Uncertain whether this affects User Interface, but no attempt has been made to download the Arlo app and access the secondary account via Android or iOS.

9A:  Primary account access has been previously setup and accessed on my father's iPhone. (iOS / Arlo app updated to current version today 2/3/23)

10. Should be stated that the primary account is running on the trial version until Feb. 8, 2023. My initial thoughts when presented with this issue earlier today is that it was user access restrictions that are common with free trial accounts. Does this play a role? 

What additional information or diagnostic details can I provide to help resolve this issue?

[jguerdat]

Your questions sound exactly like a previous post I replied to. Have you checked that post?

[StephenB]

---

@mosbycreek wrote:

7A: Upon login, primary account dashboard toolbar has Device / Library / Mode / Settings / Logout across the top of the page.

7B: Upon login, secondary account dashboard toolbar has Dashboard / Feed / Emergency / Devices / Routines / Settings down the left hand side of the page.  

---

This is the problem.

@jguerdat has been trying to explain that you need to force the primary account to migrate to the new Dashboard/Feed user interface (this is required to work around an Arlo bug).

You do this by going into "add device" in the primary account, and add either a home security system or a Pro 5s camera.  Since you don't actually have these devices, the onboarding will fail.  But you will end with Dashboard/Feed.

This isn't ideal, as there are several limitations in Feed (some bugs, some oversights).  Once the primary account migrates to Feed, you cannot revert back to Library (at least not on your own - not sure, but support might be able to force it back).  But it is the only way to get the sharing to work.

[mosbybranch1]

Yes, I read the previous post, 

But, My son has not been able to get back with me at same time to help work this out. 

So, if we ( I ) migrate over by adding a new product, we will lose Library?    will I have option somehow else to go back and look at events that happened a couple of days ago?

[jguerdat]

No, the library is intact. What is lost are any customizations to modes, rules and perhaps a few other things. The biggest part will be rebuilding the modes using the 3 default modes that the new UI supplies since you can't create new ones. If you basically never customized much, the process will be relatively easy - just make notes of any settings, modes, rules, schedule, etc. before migrating so the rebuilding will be easier.

And, to be clear, this will happen automatically at some point - Arlo will cause all accounts to be migrated. Doing this yourself now just gets it out of the way.

[mosbybranch1 · Accepted solution]

@jguerdat @StephenB 

This is the son again. I've read your responses, followed your directions, and was successful in migrating my father's account (primary) over to the new user interface. After selecting "Add Device" and choosing to onboard the Pro 5s camera, the platform automatically prompted the upgrade/migration. After the migration, I resent the invitation to myself (secondary), and was able to successfully view the shared devices/feeds once I selected the appropriate "home" from the drop down located at the top of the dashboard page. We greatly appreciate your help! Thanks again!