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.

[PortlandM80]

I ALSO renewed my subscription & was charged but the plan was cancelled instead. Can't get support!! HELP!!

[BrookeN]

Can you please dm me a callback number as well as a good time 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. 

[ktsm]

Hi. I'm also having a problem with my subscription. I don't have the option to enable private messaging in my preferences. It's not there. I resubscribed on the monthly plus plan in the app (iOS) and it was successful but the plan never applied to my account. I tried to chat but it wouldn't let me since it said I didn't have a plan.

[TUKhS5Ays4Ez]

how did this get resolved?  I had a similar problem, but was on a 1yr prepaid plan with autorenewal, and it looks like they cancelled my plan when I bought new cameras, which turned off today after the free trial that the new cameras have which I did not need with my unlimited camera plan.

[Pdcleff]

It was a problem at Arlo. I finally talked to a real person and they fixed it.

[PortlandM80]

Arlo never resolved this and I had to dispute the charge. I will not be purchasing from Arlo again and I do not recommend them to anyone now that their customer service has been replaced by an AI bot.

[BrookeN]

@TUKhS5Ays4Ez I have already assisted you in a different post. Please try to only create one post for the same reason. 

@PortlandM80  if you are still needing assistance I would be more then happy to help.