Pro4 cameras - we can’t enroll in Arlo secure

[Ivanas]

I purchase 3 Wi-Fi cameras and my husband set up an account and installed the cameras but we can’t enroll in Arlo secure. It is so frustrating because the account shows there is no subscription but I can enroll. The cameras are useless and I have set up a claim and no one calls back. Should I return the cameras or will someone help?

[StephenB]

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@Ivanas wrote:
I purchase 3 Wi-Fi cameras and my husband set up an account and installed the cameras but we can’t enroll in Arlo secure.

Do you live in a country where Arlo offers subscriptions?  https://kb.arlo.com/000062249/Where-is-Arlo-Secure-available

[Osprey2004]

1-13-2022

We have been trying for over a week to subscribe to Arlo Secure on their website and we get the same message every time. It says "Sorry, we are having trouble processing this transaction". Our trial period is about over and I have spoken with two Arlo agents that say, we have sent it to the next higher level.  They don't know how to fix it and I was just on a live chat for over 15 minutes with an Arlo agent when he/she left in the middle of our typing. Very poor customer service. We have 9 cameras and I am wishing I had bought from a company that you can reach by phone for support. 

[rgvdevelopment1]

I also had problems enrolling ARLO Secure and couldn't get anyone.  Eventually, I got a person through the CHAT feature, filed a claim and someone got on the phone.  When I created my account, my IP address recognized me in Mexico which is where I visited a few weeks ago.  Since they don't have subscription plans in mexico, it didn't let me enroll.  My wife created an account in the US and selected a plan then gave me access to our cameras and plan.  It was tricky but we figured it out with the help of an agent.  Their customer support strategy is NOT GOOD.  It is all self-serving with no options to talk to a person.  They need to improve in this area because their product is good.

[rgvdevelopment1]

YES, we live in the US but for some reason when the account was created, my IP address registered my account in Mexico.  We have solved the problem thanks to an agent finally getting on the phone.

[Osprey2004]

Hi there.  Where did you file a claim?  

[rgvdevelopment1]

I opened up a chat which is also useless however, if you go through the motions and ask for a representative they give you an option to file a claim.  That claim is recorded in your account and someone does get back to you within 2 - 3 days.  Ours was over the weekend but they got back to us on MOnday.  Good luck!

[Osprey2004]

Thank you.

I was on a live chat and they walked away during it.  Now I will ask for a representative.  This is really getting old and very frustrating. Good product....terrible support and customer service. 

[Osprey2004]

I went back to the chat room and the live agent would not let me speak with a representative. I said I wanted to file a claim and he said that the top level is working on my issue.....lol....He said they will get back to me. I told him I would probably file a complaint with BBB.

I have 9 cameras and no plan. Not good. I really thought after all my research that I had found a great security company.  Wrong.

Having second thoughts.

[Osprey2004]

Update:  My problem has not been resolved. Case# 42884814

Since Jan. 10th, (9 days) I have been trying to  purchase the Arlo Secure plan.  Probably have tried at least 30 times and each time I get a message saying " We are sorry, we are having trouble in processing this transaction". I have used two different credit cards, two different search engines and have spoken to numerous Arlo support techs. They all say my problem has been sent to the next level. This is so frustrating. My trial period is over on half of my cameras. 

This is a major problem for Arlo.