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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.
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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
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Might be a silly question but are you in the US? That's the only country currently available for the security system.
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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.
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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.
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Are you on the latest version of the Arlo app 4.1?
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Yes, I have 4.1.
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Have you tried entering information in to the building access code section?
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Yes. Please see attached screenshot. Nothing happens when I click on the "Continue" button. My only option is to select "Skip."
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Does anything change if you remove the symbol?
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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.
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Thanks for the info, I provided this to the Dev team and I will update you as soon as possible.
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Are you still experiencing this issue?
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I hadn't tried in a while, but since you asked, I tried it just now and same result.
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Thanks, I will continue to have this investigated.
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Hi,
Did you happen to receive the email form our support team member Jeff?
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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
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Yes, and Jeff was able to lead me to a solution (as noted in your next reply).
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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!
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Awesome, Thanks for the update. Please let us know if you have any other questions : )
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