Paid for subscription but got a secure single camera trial instead

[DanAbbott]

Have been trying for several days to talk to a human about paying for a subscription that isn’t doing what it says, because the account used to be Verisure, They took my money and now I can’t access the support that should come with it

[BrookeN]

Once the free trial expires the subscription will then kick in. It will not become active while the free trial is on the account. 

[DanAbbott]

So a free trial that I didn’t ask for is limiting me to one camera when I’m paying for a multiple camera subscription?

That sounds a bit illogical.  Can I remove the free trial so I can connect more than one camera

[DanAbbott]

Whenever I try to use live chat(useless ai chat that does nothing) or email I always get directed to contact Verisure, who don’t answer any emails.  

[StephenB]

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@DanAbbott wrote:

So a free trial that I didn’t ask for is limiting me to one camera when I’m paying for a multiple camera subscription?

No.  Your other cameras remain in your paid subscription plan.

[DanAbbott]

That would be lovely, but I am unable to add my second camera, it chimes but then never finds it, I follow the same process, same network that added my first camera and assigned it to the free trial.

In the app I get told I have SecureMulti, Arlo Secure Single Camera Trial(1) and 0 of 1 camera(s) participating.

I suspect between leaving the Verisure subscription and having two new subscriptions something is getting confused. 

[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.

[VivTunas]

Hello, I currently have an active paid Arlo Secure plan, but my account still shows a “Secure Single Camera Trial” flag. I don’t want or need the trial anymore, and I believe it may be interfering with adding more cameras to my subscription. Could you please remove the leftover trial flag from my account so that only my paid Secure plan is active? My cameras should all be covered under the paid plan. Thank you.

[BrookeN]

The XL Spotlight Camera will stay on the trial plan until Feb 27th, once the trial is over  the camera will then be moved over to the subscription. There is no way for us to take the trial subscription off the account. 

[VivTunas]

Thank you for your quick reply and for clarifying the situation with the XL Spotlight Camera and the trial plan. I do appreciate the explanation. However, my concern is that my current contract is for multiple devices, yet I am unable to add more cameras until the trial ends. Could you please explain why this limitation exists, given that my subscription should cover multiple devices? I would like to ensure all my cameras are properly included under my paid plan without waiting until the trial expires.

[BrookeN]

Thank you for providing that information. I reached out to support, they will be contacting you as soon as possible. 

[BrookeN]

The subscription plan does cover multiple devices. However, when a camera is on a trial subscription you can not move it to the paid subscription until the trial is over. If say you had a camera that you are adding that is not on the trial it would be added to your unlimited camera subscription.