Unable to unsubscribe Arlo Secure Single Camera Trial

[leoyeungky]

Just bought a new Essential camera for my parent house and activated with trial plan.  How to put it into my existing subscription plan?  I tried manage device but it cannot be dragged to my existing plan.  Also, there is no option on myArlo to unsubscribe a trail plan.

[StephenB]

When the trial expires, it should be automatically added to your main plan.

If for some reason that doesn't happen, you'll be able to drag the camera into your plan (when the trial expires).

[leoyeungky]

Thank you.

[ericwla]

I do not want to wait the 3 months because i have 2 cameras and I want to record on both. How can I exit the trial?

[jguerdat]

The trial allows recording in the first place. Since there's no way to remove the trial sub, why not just wait it out? Tell us why the camera with the trial sub isn't recording. Have you checked the active mode for a rule for that camera?

[StephenB]

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@ericwla wrote:

I do not want to wait the 3 months because i have 2 cameras and I want to record on both. How can I exit the trial?

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Both cameras should have been put into the trial when you installed them.

If that didn't happen, you can try support.  Easiest to select the camera in a sub, and use phone support.

The mods ( @JamesC  @ShayneS , @BrookeN ) might also be able to assist.

[akirak]

For some reason the secure single camera trial does not seem to work, no recording or no alert.

Is the way to make this work , otherwise I would like to cancel trial and add to my Secure Multi-Camera subscription.

[StephenB]

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@akirak wrote:

For some reason the secure single camera trial does not seem to work, no recording or no alert.

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Can you livestream the camera?  If you can, then try making a manual recording while livestreaming and see if that shows up in the Library (or Feed).

[akirak]

camera can be live streamed and can be manual recorded. However cannot playback when manually recorded on PC browser. If manually recorded on iphone then it can be played back. 

[StephenB]

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@akirak wrote:

camera can be live streamed and can be manual recorded. 

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Then the trial is active.

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@akirak wrote:

However cannot playback when manually recorded on PC browser.

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Is this the 2K model?  Or is it 1080p?

Do you mean you aren't seeing the video in the Feed? 

Or that you can see it, just not play it?

If you can see it, can you download it on the PC and play it with the VLC media player?

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@akirak wrote:

For some reason the secure single camera trial does not seem to work, no recording or no alert

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Is the camera armed?

[akirak]

The model is Ultra2, 

When recorded manually on PC, on library , thumbnail is shown with 

when downloaded, only 1kbyte size file and cannot be played back,

Yes it is armed

[StephenB]

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@akirak wrote:

The model is Ultra2, 

When recorded manually on PC, on library , thumbnail is shown with 

when downloaded, only 1kbyte size file and cannot be played back,

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We've seen a couple of other reports here with similar symptoms.  But I haven't seen a resolution yet.