Help adding a user

[Christine2202]

Trying to grant access to a family member. When they receive the email it only has a button to "create account". When they click that it says log in or create an account. They log in and it says that the request has timed out. This was done within a minute of receiving the request. How do we resolve this issue?

[StephenB]

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@Christine2202 wrote:

Trying to grant access to a family member. When they receive the email it only has a button to "create account". When they click that it says log in or create an account. They log in and it says that the request has timed out. This was done within a minute of receiving the request. How do we resolve this issue?

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It sounds like two-factor authentication failed.  Did they check their phone for the notification, and then allow the log in?

Another path is to choose email as the verification method after the timeout, and then watch the email for the code.

[Christine2202]

Yes, after putting details to login, it doesn’t redirect but rather says request timeout

[StephenB]

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@Christine2202 wrote:

Yes, after putting details to login, it doesn’t redirect but rather says request timeout

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Does it get to the point where it says it has sent the notification?

[Christine2202]

No it doesn’t, after putting details to login and clicking on the log in button, it loads and then stop loading then says servic has timed out

[Christine2202]

 

[BrookeN]

Were you able to get the authorized user onto the account?

[Christine2202]

No, still unable to accept the invite.

[BrookeN]

Can you please make sure you have done all the steps within this article. If you have and are still unable to add an authorized user let me know. 

https://kb.arlo.com/000039122/How-do-I-add-friends-on-my-Arlo-Secure-app

[Christine2202]

Thank you Brooke, this was the exact steps we followed that led us to this point.

At the point of login in after clicking on the invite link send via mail, it says request has timed out

[BrookeN]

I have reached out to support regarding you not being able to add the authorized user. Support will be reaching out to you as soon as possible.