Unable to complete set-up for Emergency Response in Arlo Secure App

[TScotty]

I just subscribed to the annual Safe and Secure Plan for my Arlo Security System. I'm unable to complete the Emergency Response set up process in the Arlo Secure App. When I advance to the "Add optional information about the location" tab, I can enter some notes about my house, but I'm unable to select the "Continue" button to accept my entry. The only thing I can do is select the "Skip" button. I have the same issue when I try to enter notes in the "Enter optional information about your pets" tab. How do I resolve this problem?

I have the Arlo Secure App installed on my Pixel 7 Pro, with Android version 13.

[jguerdat]

Might be a silly question but are you in the US? That's the only country currently available for the security system.

[TScotty]

Yes, I'm in the U.S. - Alaska.

Could it be because I'm still in the trial phase of my subscription? I paid for a full year and was credited the remaining days of the trial period.

[jguerdat]

I suppose it could be an Alaska thang. @JamesC , @ShayneS ?

[TScotty]

I need to clarify that I was able to subscribe to the service (my credit card was charged and it shows that the service is active). The problem is that I can't add any notes about how to access my home or notes about my dogs in the house because the "Continue" button on those screens does not activate. All I can do is select "Skip." I would like to be able to submit the additional information to help potential emergency responders.

Thanks.

[ShayneS]

Are you on the latest version of the Arlo app 4.1?

[TScotty]

Yes, I have 4.1.

[ShayneS]

Have you tried entering information in to the building access code section? 

[TScotty]

Yes. Please see attached screenshot. Nothing happens when I click on the "Continue" button. My only option is to select "Skip."

[ShayneS]

Does anything change if you remove the symbol?

[TScotty]

No, nothing changes no matter what I put in any of the fields. I have tried going through the process using the app on my Pixel 7 Pro phone and on my Google Pixelbook. Same results.

[ShayneS]

Thanks for the info, I provided this to the Dev team and I will update you as soon as possible. 

[ShayneS]

Are you still experiencing this issue?

[TScotty]

I hadn't tried in a while, but since you asked, I tried it just now and same result.

[ShayneS]

Thanks, I will continue to have this investigated.

[ShayneS]

Hi,

Did you happen to receive the email form our support team member Jeff?

[ShayneS · Accepted solution]

I have been informed the issue looks to be caused by the format of the Zip code entered (95405-2334). Can you try again using the 5-digits (95405).

Thanks 

[TScotty]

Yes, and Jeff was able to lead me to a solution (as noted in your next reply).

[TScotty]

Yes, changing the ZIP code to a five digit entry solved my problem! I was able to complete the set-up.

Thanks to the folks at Arlo for sticking with this problem through resolution!

[ShayneS]

Awesome, Thanks for the update. Please let us know if you have any other questions : )