Locked Out: 2FA SMS and Email Codes Not Working (Need Moderator Help)

[HarryT2025]

I just bought a new iphone.  I am using the same telephone number.  I am not able to log into Arlo secure.  My user name and password is working.  When I enter my 2FA code it does not recognize it.  I tried logging on to the web site.  Same thing.  Now for some reason I am not even getting the text messages with the 2FA codes.  

Is there a moderator that can create a support ticket for me so that an Arlo agent can contact me directly to verify my identity and disable/reset 2FA.  Thank you,

[HarryT2025 · Accepted solution]

On the app it says "Verification method removed.  Choose another method to continue."  Then I chose email.  It is working now.  You can close this post.  

[BrookeN]

I am glad to hear that it is now working. If you have any other questions, please reach out. 

[Kumariner]

My Arlos are not woking because Arlo’s 2FA is not sending me either an SMS text to my iPhone or an email to my Arlo account. I’ve reported this on a chat 3 times and I’m still locked out. I have no way to use my six Arlo cameras. 2FA tells me that a text has been sent to my cell. It never come thru. It then tells me it has sent an email to my account email address. The email never comes thru. So I have 6 Arlo “bricks” hanging on my house and seemingly no way to get Arlo to help. 

[StephenB]

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@Kumariner wrote:

My Arlos are not woking because Arlo’s 2FA is not sending me either an SMS text to my iPhone or an email to my Arlo account.

Just an FYI - There are three authentication methods for 2FA - Web Push to the phone, Email, and SMS.  Web Push and Email are enabled by default, SMS is not.  After you regain access, I suggest enabling SMS so you have another option.

As far as the main issue in reaching support, I expect one of the mods - @BrookeN , @ShayneS , @JamesC - will assist.  I've tagged them, just to make sure they see your post.

[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.

[Kumariner]

Thank you. I have both email and SMS enabled for 2FA. SMS has always woked in the past. Something went crazy in the last week and neither email or SMS work. Going on 5 days inop.

[BrookeN]

Thank you for your message, I have reached out to support, they will be reaching out to you as soon as possible. 

[Ascp]

Exact same issue. Case raised but not response as yet

[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.

[BrookeN]

@Ascp I received your message, thank you for providing that information. Support will be reaching out to you as soon as possible. 

[Kumariner]

Well over a week ago I posted my inabilty to access my account because of 2FA issues. With moderator help (thank you BrookeN) I was contacted by an Arlo customer service rep multiple times. Nothing has changed. I still cannot use my five Arlo devices and Arlo has not reached back to me in four days. 

[BrookeN]

@Kumariner I appreciate you reaching back out. Let me see what I can do, I will be in touch soon. 

[Kumariner]

Thanks. Cannot believe in this era that a 2FA autheticator issue would be unsolvable. It also raises a more serious concern about it happening again even if the current situation is resolved.

[Kumariner]

BrookeN - Don't waste your time. I was just in touch with a close friend who is experiencing the same problem. I see no value in pursuing this. Is there a way to reset Arlo cameras to factory settings without being able to log into your account? At least maybe I can sell them.