Arlo|Smart Home Security|Wireless HD Security Cameras

Arlo Smart renewal removes single camera plans

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Apprentice
Apprentice

Hi -

 

I've been using one of the legacy Arlo Smart plans for a few years but last month transitioned over to the Smart Premier Multi plan for the first 5 of my cameras + discounted $1.50/mo Smart Premier Single plans for the rest of my cameras.

 

This worked fine for the first month but then after I got the auto-renewal notification e-mail and subsequent authorization on my CC, the single plans were dropped and those cameras became inactive.  I realized this when I noticed I wasn't getting footage, which led me to check the "devices" tab in the app and I saw that some of my cameras were inactive.

 

I had to go back into the subscription and re-select the plan + additional cameras that I selected last month.  There was no additional charge for this, thankfully.

 

Has anyone else had any problems with the monthly renewal dropping part of their subscription, specifically the single camera discounted plans?

 

- Mark

Model: VMB3000 | Arlo Base Station
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Aspirant
Aspirant

I have Arlo Pro 3 two camera system,   my free subscription is almost up.  Its less expensive for me to pay for 2 cameras rather than multi-camera price,  but there is NO option for the single use plan.  I see it in the menu,  but there is no 'selection button' for it?

Model: VMC4040P | Arlo Pro 3 Wire-Free Camera
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Apprentice
Apprentice

Thanks for the reply, but my intent here was to purely find out if I'm the only one who's seeing this issue.  As it does seem like it's affecting just me, I will wait to see if it happens next month.  If so, I will contact support.  I'm not going to contact them over one occurrence of the issue, especially since it was easily fixable and also given the poor experiences I've heard from others regarding the official Arlo support (e.g. I am worried they will break my account vs. help me).

 

- Mark

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Tutor
Tutor

My trial is coming to an end and I want to choose the single camera plan because we only have 2 cameras, but the Arlo site provides NO LINK to the Single Camera plan even though it references it!!!  The site only allows you to choose the Multi-Cam option Screen shot included here. ArloSubscriptionScreen.png

Pro3
Model: VMB4540 | Arlo Pro 3 SmartHub
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Arlo Moderator
Arlo Moderator

Hi @rbrierley

 

Do you happen to have a screenshot of the screen you are looking at?

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Aspirant
Aspirant

arlo1.jpgarlo2.jpg

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Aspirant
Aspirant
Same problem. Is the single camera option no longer offered?
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Arlo Moderator
Arlo Moderator

Thank you for the pictures. There should be an option under the Arlo logo. Which browser are you using? Have you tried any other browsers as well & clear the cache?

 

Screen Shot 2020-02-25 at 1.23.32 PM.png

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Arlo Moderator
Arlo Moderator

@rbrierley 

 

When your trial has expired, you should have the option to upgrade to the single camera subscription.

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Arlo Moderator
Arlo Moderator

The Arlo development team is currently investigating reports on the single camera option missing. We will provide an update as soon as we have more information to share with the community.

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Prodigy
Prodigy

No your not alone, the same thing happened to me on the day the next month came due.  It came out of my bank account and 5 of 7 were working.  After 30 mins waiting for the payment people to take my call and hearing we will be with you shortly I gave up, waited 30 mins for live support to free up and then another 30 for them to get it working.  Had to remove one active camera because it wouldn't allow a inactive camera to be moved to active and then add them back one at a time.  Did it work, yes but it's BS and if I have to do it every time a payment is due I will cancel and wait.

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Tutor
Tutor

Yes, having the same problem. The only solution I was given was to cancel my subscription and buy a new one. All the costs would work out but what I found unacceptable was I would lose all my cloud stored videos. I choose not to resubscribe for that very reason. 

 

I'm told it was a back-end upgrade that caused this failure. Very disappointed. 

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Aspirant
Aspirant

Same problem. My  3 months are ending tomorrow, but it will not let me purchase a plan. no option for single camera, and premium keep giving a processing error. 

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Aspirant
Aspirant

Still not available. have tried three different browsers. Free trial ending tomorrow. I guess I wont have a subscription.

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Guru Guru
Guru

@CarmelINuser wrote:

Still not available. have tried three different browsers. Free trial ending tomorrow. I guess I wont have a subscription.


If the free trial is still in force, you might try canceling it, and then try to subscribe.

 

You could also contact support: https://www.arlo.com/en-us/support/contact.aspx

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Tutor
Tutor

I sent this question to Customer Service. They said I had to cancel the trial BEFORE the single camera option would appear.  This is exactly the deal. As soon as I cancelled, the option did appear. 

Here's the problem Arlo: 

  1. This is counter intuitive. 
  2. There's no info/explanation that you have to cancel your trial first. How hard is it to put 1 line on the screen explaining?
  3. On the day of my trial expiration, I STILL had to cancel the trial. It didn't clear out automatically
Pro3
Model: VMB4540 | Arlo Pro 3 SmartHub
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Arlo Moderator
Arlo Moderator

Hello,

 

Are you still experiencing an issue with accessing the Single cam subscription options?