Issues with users and plans

[Bobbles22]

Hi all.

im running the newest Arlo Secure on my phone (IPhone 15). My GF is running the same version on her iPhone 12. The apps look TOTALLY different. We have 5 cameras across our two houses. I set them up and invited her to join with admin access to both houses. She joined but has no devices come up, and although she has paid for the plan, it doesn’t come up in my phone. What’s going on? How do we fix this please?

[StephenB]

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@Bobbles22 wrote:

im running the newest Arlo Secure on my phone (IPhone 15). My GF is running the same version on her iPhone 12. The apps look TOTALLY different. We have 5 cameras across our two houses. I set them up and invited her to join with admin access to both houses. She joined but has no devices come up, and although she has paid for the plan, it doesn’t come up in my phone. What’s going on? How do we fix this please?

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She shouldn't have purchased a subscription, so cancel that.  Friend Access doesn't require one.

There are two different user interfaces - the older one shows "Library" in the app menu, the newer one instead shows "Feed" and "Dashboard".  The app includes both - which one you get depends on how the account is provisioned in the Arlo Cloud.  New accounts get "Feed".  Eventually Arlo will move all accounts to "Feed", but hat hasn't happened yet.

"Friend" access requires that the primary account and the "Friend" account use the same interface.  That is why the feature isn't working for her.

One option is for her to use your account credentials on her phone.  Then she will see your interface, and have full control over the cameras.  

The other option is for you to migrate your account to "Feed".  There are still some limitations with "Feed":

• "Feed" has no custom modes.  You can modify the three built-in ones, but you cannot add more.  Note if you set up two locations (one for each), you will have three modes per location.
• The combination of geofencing+scheduling doesn't completely work (particularly Arrive).
• Arlo terms of service always required one subscription per location, but this was never enforced.  With "Feed" it is.  You can try to live with only one location set up (still covering both homes), but the lack of custom modes will limit the amount of control you have over the cameras.  Geofencing will won't work properly.

There is a hack that lets you migrate to "Feed".  Go into "add device", and start to add a Pro 5s camera.  You can't finish that process without the camera, but the workflow will migrate you to "Feed" before it finishes.  There is no way to migrate back, so it is important that you make sure you are ok with the limitations in "Feed".

[StephenB]

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@Bobbles22 wrote:

im running the newest Arlo Secure on my phone (IPhone 15). My GF is running the same version on her iPhone 12. The apps look TOTALLY different. We have 5 cameras across our two houses. I set them up and invited her to join with admin access to both houses. She joined but has no devices come up, and although she has paid for the plan, it doesn’t come up in my phone. What’s going on? How do we fix this please?

---

She shouldn't have purchased a subscription, so cancel that.  Friend Access doesn't require one.

There are two different user interfaces - the older one shows "Library" in the app menu, the newer one instead shows "Feed" and "Dashboard".  The app includes both - which one you get depends on how the account is provisioned in the Arlo Cloud.  New accounts get "Feed".  Eventually Arlo will move all accounts to "Feed", but hat hasn't happened yet.

"Friend" access requires that the primary account and the "Friend" account use the same interface.  That is why the feature isn't working for her.

One option is for her to use your account credentials on her phone.  Then she will see your interface, and have full control over the cameras.  

The other option is for you to migrate your account to "Feed".  There are still some limitations with "Feed":

• "Feed" has no custom modes.  You can modify the three built-in ones, but you cannot add more.  Note if you set up two locations (one for each), you will have three modes per location.
• The combination of geofencing+scheduling doesn't completely work (particularly Arrive).
• Arlo terms of service always required one subscription per location, but this was never enforced.  With "Feed" it is.  You can try to live with only one location set up (still covering both homes), but the lack of custom modes will limit the amount of control you have over the cameras.  Geofencing will won't work properly.

There is a hack that lets you migrate to "Feed".  Go into "add device", and start to add a Pro 5s camera.  You can't finish that process without the camera, but the workflow will migrate you to "Feed" before it finishes.  There is no way to migrate back, so it is important that you make sure you are ok with the limitations in "Feed".