Introducing Arlo Secure - FAQ

[JamesC]

Arlo is excited to announce our latest app release that paves the way for brand-new Arlo Intelligence features available in the new Arlo Secure plans.

Maximize your security by getting the most out of your Arlo devices. Each Arlo Secure plan has proprietary features that give you personalized control over your safety. Detailed AI powered alerts like Person and Vehicle Recognition that tell you who's at your door and which car is parked in your driveway. Plus, Custom Detection enables you to teach your camera to recognize certain objects or changes in view, like “dog on couch.” 

Want to learn how you can protect what matters most with the latest Arlo Secure plans and features? Take a look here: https://www.arlo.com/en-us/arlosecure.html

*Person Recognition is unavailable on Arlo devices in certain regions. Learn more here. You are responsible for complying with any local laws or regulations that relate to your use of the Person Recognition feature. This may include you providing notice and obtaining consent from people who may be recognized by your camera.

[A1_most-Done]

This Arlo Secure "trial subscription" is a hoax.  You are virtually killing the Pro 2 6 camera series VMB4000 with 7-day cloud recording PRIOR to the end of life as noted earlier.  This is not an appropriate action by FORCING everyone to sign up for this trial subscription.  

This goes against the end of life notice that was issued last year.  It eliminates my Arlo service.  So farewell, to Arlo and its continuing "customer relations" issues.

[JamesC]

A1_most-Done,

While Pro and Pro 2 cameras are end of life, 7-day cloud recording is still available for these legacy devices. If you exceed 5 cameras on your account, you will need to maintain a subscription plan to save recordings, which has always been the case, but 7-day cloud recording is still available for all cameras that originally supported it.

JamesC

[A1_most-Done]

I purchased my Arlo Pro 2 6 Wire-Free HD Security Cameras on 11/27/2019.    I have always had 7-day cloud recordings  FREE for this package with 6 cameras sold by Netgear with Model No. VMS4630-P-100NAS.  I see James C has been on board with Arlo for a good while so he should have been familiar with this package deal. 

In any event, I received an e-mail 04/13/2025 saying my trial Arlo Secure Plan with 60 day recordings has already been set up for my account.    This setup was done without my authorization and I am offended that Arlo Technologies would take such liberties with my legacy cameras and 7-day cloud recordings.   

[A1_most-Done]

This is a correction to my earlier post.   My purchase date was 11/27/2018.  Arlo Technologies, Inc. was then spun off of Netgear as a separate on 12/31/2018.

[StephenB]

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@A1_most-Done wrote:

This is a correction to my earlier post.   My purchase date was 11/27/2018.  Arlo Technologies, Inc. was then spun off of Netgear as a separate on 12/31/2018.

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Arlo was launched as a public company on 8/3/2018 - so that happened before your purchase date

• https://www.cnet.com/home/smart-home/netgear-spins-its-arlo-smart-home-security-brand-off-as-a-publi...

Netgear completed the divestiture on 12/31/2018 by distributing all the Arlo stock it obtained in the IPO to Netgear shareholders:

• https://investor.netgear.com/releases/press-release-details/2018/NETGEAR-Completes-Spin-Off-of-Arlo/...

Most legacy customers are subject to the 5-camera limit for 7-day free cloud storage.  But there was a brief promotional where a 6 camera bundle was sold with the free storage.  It looks like you purchased that.  My understanding is that Arlo is still providing free 7-day storage to those customers (including you of course).

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@A1_most-Done wrote:

In any event, I received an e-mail 04/13/2025 saying my trial Arlo Secure Plan with 60 day recordings has already been set up for my account.    This setup was done without my authorization and I am offended that Arlo Technologies would take such liberties with my legacy cameras and 7-day cloud recordings.   

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I am wondering what harm you think was done.

Even with 7-day storage, the recordings are all stored in the Arlo cloud.  All that has really changed with the trial is that you have more retention and some more features that you likely won't use.

The trial will expire soon, and then your system reverts back to the 7-day retention.  The other subscripton features disappear.

[sercuritycamera]

Thanks for sharing details about Arlo Secure! I’d love to learn more about its latest features and how it enhances security—looking forward to more insights.

[Julzm]

Within the new upgraded app, how can I disarm the doorbell camera? 
opting for Standby isn’t a solution 

[StephenB]

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@Julzm wrote:

Within the new upgraded app, how can I disarm the doorbell camera? 
opting for Standby isn’t a solution 

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You can temporarily modify the rule in the mode you are using to turn off notifications and recordings for the doorbell.

If you don't need both Arm Home and Arm Away, you can also remove the rule from Arm Home, and switch the Arm Home when you want the doorbell disarmed, and switch to Arm Away when you want to arm it again.

Neither are great solutions - but those are the only options right now.  That will change when Arlo adds back custom modes (or equivalent).

[A1_most-Done]

Another e-mail came today giving me the option of having "no" plan or for recordings, I MUST choose a plan.  I choose to be reverted back to my original account [as it was set up 01/03/2019 with Netgear] with 6 cameras and 7-day cloud recordings.  Who should I contact since my account no longer has any "support" at this time to assure that my account is reverted back to what it was before Arlo commandeered it on March 12, 2025 for this 30-day trial period?

I attempted to upload a photo of the box in which my cameras were purchased which says "Security Made Simple  Arlo Pro 2 comes with 7 days of free cloud recordings without a contract or a monthly fee, ...".  Yes, I still have the original packaging for the Arlo Pro 2 6 Wire-Free HD Security Cameras and base station!

Thanks for your input.

[JamesC]

A1_most-Done,

No changes have been made to existing setups that use legacy devices with free 7-day cloud access. You will continue to receive legacy cloud storage after the trial plan expires.

JamesC

[K67]

Recently upgraded and I hate the new app. Arlo support tells me that once upgraded, there is no way to return to the old app. Seems much less user friendly. I'm thousands of $'s deep into Arlo products but am now considering tossing it all in the trash

[JamesC]

K67,

While the new UI does take some time to get used to, there are many improvements you may not know about. Take a look here to learn more: https://www.arlo.com/en-us/new-arlo-secure-app

JamesC

[GTxxx]

The new app is the worst update ever to come from Arlo.  The previous app was intuitive and powerful.  The latest app deleted all our previous arm / disarm / schedule settings and there is no way to reinstate them.  Is it possible to create a more obscure user interface yet provide less functionality?  I've had a 6+ year subscription to Arlo that I cancelled yesterday.  Unless there is some way of restoring the old app I'll be looking for an alternative product and my 6 arlo cameras will be going into landfill.

[Spurzfan]

The forcing of the upgrade via Apple Store has rendered my system useless unless I agree to the Apple Store user agreement that allows them to track everything about me. I refuse to do that. My business was/is with Arlo not Apple. What a rip off after all of the money I invested in equipment and paid through the years. 

[StephenB]

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@Spurzfan wrote:

My business was/is with Arlo not Apple.

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The Apple Store data collection policy hasn't substantially changed for several years.  The only way to update or install an app is via their app store.  Apple has a closed ecosystem that doesn't support side-loading, and they do not allow competing app stores.

If you can't accept that policy, then your only option is to not purchase an iOS device.

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@Spurzfan wrote:

The forcing of the upgrade via Apple Store

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FWIW, the app has supported both user interfaces for over 2 years.  Which one you see depends on how Arlo has your account set up in their cloud.

[SpencerM]

This is ridiculous. Less than a year ago I had the Plus Plan and it had all of the features I needed and wanted, and I was only paying $9.99 a month. I had it set on auto pay for several months. Then out of nowhere, something or somebody messed something up and it wouldn't take my auto payment, even though there was plenty of money in the account and none of my account information had changed. Then, when I contacted Arlo to get the subscription turned back on, I was told that the lowest price they could give me was $14.99 a month because of their new features. I explained that I didn't need the new features and that I wanted to have my plan back at the same price it was before, but the associate refused to lower the price. Because of that I stopped subscribing for the last several months. Now I get on here and see that the price is now $19.99 a month and basically the only things that have changed is that you can now name specific things if you want to?? Seriously?? I could care less about that! Besides my first 4 cameras batteries does and completely stopped accepting a charge, with the 3 Ultra 2 Cameras I was extremely happy with the cameras and the service! I even talked my parents into ditching their horrible Ring cameras and subscriptions and had them purchase the newest Arlo cameras and Base. But now I am starting to regret that decision because it seems like Arlo is turning from great products with great prices, into the typical penny pinching company that nickles and dimes their customers for everything. The fact that my only option is to pay extra for features that I don't care about and don't even want is ridiculous. As much as I hate to do it, Arlo is forcing me to consider other camera and security companies with the direction they have decided to go in. It's really a shame because I absolutely loved the cameras and service I had, and the price that I had it at! Unfortunately, it seems like Arlo could care less. It's really too bad.

[gormanracer22]

When will I be able to create a schedule again ?

[havsgaard]

sounds like an additional load of "features no one uses, but we will use it as another excuse to increase annual subscription by an ADDITIONAL 10%" .... Arlo, the company with constantly unacceptable subscription price increase. 

[ray95404]

Yesterday Arlo pushed an app update to my ipad that eliminated ALL functionality so that I no longer see cameras or library recordings. I found out I could have blocked the sabotage by turning off update functions via the app store. Perplexity explained it. If you want to keep access to your system I recommend everyone turn off the automatic updating on ios. As you all know, customer support cannot solve these issues after the damage is done.

[StephenB]

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@ray95404 wrote:

 I found out I could have blocked the sabotage by turning off update functions via the app store. 

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No.  The app has included both interfaces for 3 years now.  Which one you see depends on how Arlo has your account set up - not the version of the app you are running.  Even if you hadn't done the update, Arlo would still have eventually migrated you - they are dropping the older interface.

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@ray95404 wrote:

Yesterday Arlo pushed an app update to my ipad that eliminated ALL functionality so that I no longer see cameras or library recordings.

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Sounds like you are using a "friend" account with shared cameras.  There are two options:

1. Migrate the primary account to the new interface also
2. just use the primary account credentials on your phone.

If you need help with (1), post back.  There are a lot of recent re-posts of the steps here.

[ray95404]

I finally had some time to try to fix this but no luck.  I've read the other posts and I can see that the update permanently disables features and is therefore too risky to allow on my phone.  I understand Arlo won't let me use the ipad app or revert it to the prior version.  Is there a possibility you could allow me to see the cameras and recordings on the ipad via a safari interface?  

As an aside - Sonos pulled something similar a few years ago (but I knew enough not to accept that downgrade).  They lost a few hundred million in market cap by mistreating their customers.  I can assure you I will never buy another Arlo camera if this becomes a permanent issue.  So you can follow in their footsteps or take a smarter path.  Which will it be?

[StephenB]

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@ray95404 wrote:

Is there a possibility you could allow me to see the cameras and recordings on the ipad via a safari interface?  

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This is a user-to-user forum and I do not work for Arlo.

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@ray95404 wrote:

I finally had some time to try to fix this but no luck. 

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Are you using a friend account?  Or are you using the primary account?

[AlexWhi]

It appears that Arlo is now pushing users over to the new interface without any warning or choice. Your European customer support team was unaware of this and has been unable to assist. Is there anyone in the larger Arlo operation who can revert the change? I see on Reddit this has been done for other people. I have a case open, 00819107.

[StephenB]

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@AlexWhi wrote:

It appears that Arlo is now pushing users over to the new interface without any warning or choice. 

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This is a process that has been going on for about 3 years now.  Arlo will completely drop the old interface when it has completed.

[AlexWhi]

My issue is that it happened with no notification and therefore no opportunity to prepare. I found out about this change when I got out of bed this morning, started getting notifications and realised that all my cameras were armed and recording me.