Subscription Issue: Cameras not appearing for Person/Vehicle Recognition

[brucelzy]

Hi all,

I’m hoping someone can help me figure out what’s going on with my Plus subscription and the AI recognition settings.

When I go to:

Settings → Home → Person Recognition → Connected Devices

and

Settings →Home → Vehicle Recognition → Connected Devices

my 2 × Arlo Pro 4 cameras do not show up in either of those “Connected Devices” lists.

The cameras are:

• Online and working normally (live view and recordings work fine)
• Added to my account and visible in the Devices tab
• Included in the home covered by my plus subscription plan (so they should have access to smart object recognition)

They do however show up on the S mart Notifications section.

Has anyone else had this issue with Pro 4 cameras not appearing as “connected devices” for Person/Vehicle recognition?

• Is there some extra setting, firmware update, or account step I’m missing?
• Are Arlo Pro 4s definitely supported for these specific recognition options?

Any guidance or screenshots of a correct setup would be much appreciated. Thanks! 🙏

[jguerdat]

Hmmm. I only have 1 Pro 4 camera in my account but it's listed in my connected devices. Where are you located? I see this as a note:

¹ Person recognition is unavailable on Arlo devices in certain regions. Learn more here. You are responsible for complying with any local laws or regulations that relate to your use of the Person Recognition feature. This may include you providing notice and obtaining consent from people who may be recognized by your camera.

Of course, that doesn't explain the vehicle issue. @JamesC , @ShayneS , @BrookeN ?

[brucelzy]

Thanks for your reply, @jguerdat!

I’m based in Australia and can confirm that Person and Vehicle can be switched on for my other cameras – including a few Pro 5S units and even some older Pro 2s – so the feature itself is definitely available in my region/account.

It makes me wonder if these two Pro 4s might somehow be excluded from my subscription/plan. Is there a way to check exactly which devices are covered under my Arlo Secure plan (or any other active plan) or even change them, so I can confirm whether those Pro 4s are actually included?

Appreciate any pointers you and others can share.

[StephenB]

---

@brucelzy wrote:

It makes me wonder if these two Pro 4s might somehow be excluded from my subscription/plan. Is there a way to check exactly which devices are covered under my Arlo Secure plan (or any other active plan) or even change them, so I can confirm whether those Pro 4s are actually included?

---

You can try making a manual recording while livestreaming - that only works if the camera is in a subscription plan.

[brucelzy]

Thanks @StephenB 

Just tested and it does record when live-streaming. They can also do notification filtering (smart detection) along with my other 9 cameras so I think they must have some subscription enabled -

which is what led me to chat support. The support agent told me it might be because of the Arlo Secure trial that is active since I reset and re-added the two cameras to a new home. However it seems that the only way is to wait until the trial expires…

Has anyone experienced the same? It does feel a bit weird as I purchased these two Pro 4s more than two years ago and it had since gone through the trial already.

[ShayneS · Accepted solution]

@brucelzy 

Would it be possible to try and remove and reinstall one of the Pro 4 cameras to see if the settings appear after you re-onboard it? 

[brucelzy]

@ShayneS Just wanted to share an update — and a big thank you for pointing me in the right direction!

The issue is now sorted, though it took a bit of tinkering:

• For the first Pro 4, simply removing and re-adding it did the trick. It showed up in the Person/Vehicle Recognition list straight away.

• For the second Pro 4, removing and re-adding wasn’t enough, and I ended up climbing up onto the roof (it’s mounted on the gutter with a solar panel) to do a full factory reset. After re-onboarding, it finally appeared in the Person Recognition list as well.

All working perfectly now. Really appreciate your help!

FYI - Interesting enough - the trial still shows active like below:

[ShayneS]

Thats good news! thanks for the update.

It looks like those cameras still have an active trial between the Pro 5 and Pro 4 until end of January. Once the trial is expired, if you have a qualifying subscription, it will fall into that tier, or it will end with no subscription