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. 

[VivTunas]

Hi BrookeN,

Thank you again for your response. I understand that devices on a trial subscription cannot be moved to the paid plan until the trial ends.

The issue I’m facing is that I currently have a doorbell and one camera on the trial subscription, and I want to add additional cameras to my paid unlimited plan. However, those new cameras are not being added, they seem to be blocked because of the trial subscription.

To clarify:

• I have a trial subscription active (covering my doorbell and one camera).

• I also have a paid subscription that should allow unlimited cameras.

• When I try to add more cameras, they are not added to the paid subscription.

This is the problem I need help resolving. Could you please advise how I can add new cameras to my paid plan while the trial is still active?

Thank you for your assistance.

[BrookeN]

Are the cameras you adding new cameras or were the previously on the account? I see there are two cameras on the account currently, one is the doorbell which is on the paid subscription. Then the Essential XL that is on the trial. Which camera are you trying to add and what happens when it is added?

[VivTunas]

Hi BrookN,

Thank you for checking. The cameras I am trying to add were indeed previously on my account.

Currently:

• The doorbell is on the paid subscription.

• The Essential XL is on the trial subscription.

The issue is that when I try to re‑add the other cameras (which were already on my account before), they are not being added to the paid subscription. They simply don’t appear under the plan once I attempt to add them.

So to clarify: these are not brand‑new cameras, they were previously linked to my account. The problem is that they are not being recognized or added back to the paid plan.

[BrookeN]

Can you onboard the camera in question.

[VivTunas]

Hi BrookeN,
Yes, I was able to successfully add the camera. Thanks a lot. Would you like me to proceed with onboarding the last one as well?

[BrookeN · Accepted solution]

Yes, also I do see the camera is now on a trial subscription as well. With that being said you will need to wait tell that trial is over to add it to the subscription. It more then likely will be the same thing with the other camera that you are adding. 

[VivTunas]

Hi BrookeN,
Thanks a lot for your support. !! Appreciated 😉

[DanAbbott]

Happy New year,

This is the original author of this thread and I’m glad that someone who joined the thread with the same problem has had it fixed.

But I, as the person who raised the issue, am still having the same problem.

I have given my number via dm but support never got in touch.

My subscription is still registering as Verisure, so I can’t get in touch with support directly, and Verisure are also not replying as I no longer pay them any money.

So, I’m still paying for a multi camera subscription without being able to use multiple cameras.

[BrookeN]

@DanAbbott I have reached out to support to follow up. Please let me know if you do not hear from anyone by Wednesday.