Arlo|Smart Home Security|Wireless HD Security Cameras

Re: 0 cameras participating

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I have a premier subsription supporting 12 cameras. I have 2 cameras. One is active, and one is deactivated as I hadn't installed it yet. I'm ready to activate it but when I try and move the camera from inactive to active in the app on my phone or in the web application, I get the below error:

 

"Your account does not support the addition of another device. Now's a great time to upgrade your account. Or you can remove one of your other devices"

 

image.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Has anyone got a fix for this before I have to phone support? Pretty annoying bug...

Model: VMC5040 | Arlo Ultra Add-On Camera

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Luminary
Luminary

@ShayneS 

I tried a bunch of things, but this worked

  • Canceled Smart Plans
  • Removed all Cameras
  • Added 5 Pro cameras to smart hub
  • Added video doorbell to smart hub
  • Added Ultra Camera to smart hub

I now have 7 functioning cameras. Video doorbell is on a 3 month smart trail. Next I want to add a smart plan so my Ultra camera can record to the cloud. Add smart plan. Back to the beginning. I can only have 5 cameras again.  

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Edit: Has Arlo gone and changed plans before they expired? I definitely had two cameras active on this plan previously and believed I had up to 5 based on the marketing material when I bought the cameras (in October 2019). Now I can't have more than one (which is pretty useless when you're giving these subscriptions as part of 2 or 3 camera packs)?

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Arlo Moderator
Arlo Moderator

The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

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I have a premier subsription supporting 12 cameras. I have 2 cameras. One is active, and one is deactivated as I hadn't installed it yet. I'm ready to activate it but when I try and move the camera from inactive to active in the app on my phone or in the web application, I get the below error:

 

"Your account does not support the addition of another device. Now's a great time to upgrade your account. Or you can remove one of your other devices"

Model: VMC3030 | Arlo Wire-Free Camera
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Guru Guru
Guru

Not sure why you're getting that message but I'd just remove and resync the camera.

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Initiate
Initiate

Thanks so much, it works

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Initiate
I am paying $29.99 for arlo smart subscription plan which says I have 0 of 3 cameras participating. When I click manage cameras to add my 3 cameras it doesn't work. I click it and absolutely nothing happens. So I'm paying $30 for nothing? How can I add my cameras if it's not working on both the app and the website?
Model: VMB3500 | Arlo Base Station
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Apprentice
Apprentice
Having the issues. Contacted Arlo support via web chat and they were unable to fix my problems. Suggested that I cancel my current plan and request a new plan subscription. I did not do that because it would put me under the new plan that only allows 5 cameras and not the 10 cameras plan I am currently paying for that doesn’t end until May 2020.
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Luminary
Luminary

I'm also experiencing this problem. My problem started with me adding a smart hub to my system which was a base station. Now 2 of my Arlo Pro cameras are giving me this message when I try to get them to work with the base station. It shows only 5 of 7 cameras are connected so I still have 2 cameras left. The Smart Hub only has one Ultra camera connected. Couldn't get any of the Pro cameras to work with it, because I was getting the same error message.

 

Already just got back from Best Buy returning my Arlo Pro 3 camera for other problems. Come on Arlo, get your act together

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Luminary
Luminary

I'm so confused sometimes when it comes to Arlo.

  • What is this screen shot below trying to tell me?
  • Can I have 7 cameras with my old basic plan?
  • The "Arlo Front Doorbell" is still on it's 3 month trail software but I don't see that here
  • The "Front of the House" Ultra camera is on an Elite single camera plan but that doesn't show up here.
  • When I try to drop either of the inactive cameras "Patio" or "Cedar Tree" into the "Drop here to activate (2 cameras available)" I get the "Your account does not support the addition of another device. Now's a great time to upgrade your account. Or you can remove one of your other devices" message below.
  • Help Arlo. What software changes did you make.
  • I had my 5 Arlo PRO cameras working, plus my Doorbell, plus a PRO 3 camera just last Saturday

 

  • Active cameras up to 7 with error.png
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Luminary
Luminary

Can we get an update on this? It's been almost a month without a word.

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Luminary
Luminary

@ShayneS   Can we get an update on this?

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Arlo Moderator
Arlo Moderator

@ArloWatcher

 

The issue is being worked on & I will have an update for the community soon. Thank you for your patience.

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Star
Star
Will customers be given a free month of service while your developers troubleshoot the issue?
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Arlo Moderator
Arlo Moderator

Hi @ArloWatcher

 

I am working with the team to resolve this issue. If possible, can you remove the basestation from your account > Perform a hard reset > Claim the Base Station > Re-add cameras > Test Active cameras again
 

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Luminary
Luminary

@ShayneS 

I tried a bunch of things, but this worked

  • Canceled Smart Plans
  • Removed all Cameras
  • Added 5 Pro cameras to smart hub
  • Added video doorbell to smart hub
  • Added Ultra Camera to smart hub

I now have 7 functioning cameras. Video doorbell is on a 3 month smart trail. Next I want to add a smart plan so my Ultra camera can record to the cloud. Add smart plan. Back to the beginning. I can only have 5 cameras again.  

View solution in original post

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  • 15 Replies
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  • 8 In Conversation