I tried to renew my subscription & was charged but the plan was cancelled instead. Can't get support

[Pdcleff]

I've had a subscription plan for my cameras for 7 years.  When I tried to renew it last week, my credit card was charged but my plan was canceled.  My account shows "no plan."   I filed a case with support but no one fixed the issue.  I cannot get help on chat or phone because Arlo thinks I have no subscription plan.  My open Arlo case numbers are 44508350 and 44508409.

[BrookeN · Accepted solution]

Hi,

I have reached out to support to contact you, they will get a hold of you as soon as possible. 

[Jenn72]

I renewed my card information 3 times and they canceled my plan. I want the original plan I had. What am I supposed to do 

[Paulhlmi]

Arlo,

I’m having trouble navigating your site to find someone to contact regarding my subscription renew. I get the $16.42 price increase but am unable to renew my new plan. It keeps saying “Unable to process payment” can someone please help me. I’ve been a subscriber for many years and this is the first time this issue has happened.

[BrookeN]

@Jenn72 and @Paulhlmi Can you please dm me a callback number as well as a good number to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.