Subscription being charged, but not showing up in the app

[nembery]

I was a long time customer but my credit card expired. There was no option to renew or update this information. So, I selected a new subscription, entered my new CC information via apple pay and clicked submit. I did not get an email confirmation and the app and website both do NOT show a current subscription. I was initially able to chat with a human who opened a case, but the case was closed with no further contact or resolution. Now, I am completely unable to reach an actual human being to get this resolved. There are charges on the credit card and from my understanding these will continue. However, I have no way to cancel these charges as there is no subscription visible in the account and I cannot speak with a human about this. In short, this have been a very unpleasant customer experience and I would not recommend anyone deal with this. I am posting here in the hopes someone from Arlo actually sees this and can help in some way. Otherwise, I am not sure how to get these charges to either stop, or for my subscription to become active. In short, very disappointed and will gladly take advice on what other companies have quality products and customer support for my future business.

[BrookeN]

I apologize for the frustration in regard to your subscription. I have created a ticket with support for you. They will be reaching out soon. 

[nembery]

It's amazing what can happen when you get someone on the phone! I'm sorry it took a community post for this to happen, but none the less, I am happy to have this resolved finally.

[CD1985]

I was a long time customer but my credit card expired. There was no option to renew or update this information. So, I selected a new subscription, entered my new CC information via apple pay and clicked submit. I did not get an email confirmation and the app and website both do NOT show a current subscription. I was initially able to chat with a human who opened a case, but the case was closed with no further contact or resolution. Now, I am completely unable to reach an actual human being to get this resolved. There are charges on the credit card and from my understanding these will continue. However, I have no way to cancel these charges as there is no subscription visible in the account and I cannot speak with a human about this. In short, this have been a very unpleasant customer experience and I would not recommend anyone deal with this. I am posting here in the hopes someone from Arlo actually sees this and can help in some way. Otherwise, I am not sure how to get these charges to either stop, or for my subscription to become active. In short, very disappointed and will gladly take advice on what other companies have quality products and customer support for my future business.

[CD1985]

i have been charged 4 times on my bank account and cannot speak to anyone. when i login to my app it does not show i have a subscription, which i have had one for years. please help me solve this. i copied and pasted the message before because i am having the same issue. the charges in my bank need to be resolved. can anyone help with this

[BrookeN]

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

[Deb_]

I am experiencing something similar. I just paid for an annual subscription for my camera’s and it is not showing up on my account. I have tried everything suggested by the AI chat support and told that I cannot be connected to a live agent. This is really frustrating and I don’t know how to resolve this. I have 4 cameras and I’ve been charged for a years worth of Arlo Secure subscription.

[BrookeN]

I have reached out to support regarding the subscription on the account. They will reach out to you as soon as possible. 

[Beau217]

Similar situation - I set up a subscription yesterday and i didn’t get an option of how to pay, only had the option of using Apple. Now I have been charged, but have no access to my subscription. How do I fix this?

[BrookeN]

@Beau217 can you send me a dm with a good contact number as well as a good time to call you? You send a dm by clicking on the envelope icon on the top right of the forum page.

[BrookeN]

@Beau217 Thank you for providing that information. I have reached out to support with the information provided, someone will be getting a hold of you as soon as possible.