The camera has not been subscribed.

[Brianchen]

After the trial subscription ended, my VMC2030 did not apply the official subscription I activated today. I know that re-pairing the camera can solve this issue, but I am unable to perform this operation on-site. Is there any other way to have my camera reapply the official subscription?

[jguerdat]

Did you subscribe to one of the current plans which support unlimited cameras? What shows up when you check your subscription? A screenshot of that page may be useful.

[Brianchen]

As shown in the screenshot, I have a Premier plan, and it includes a Pro 5 device. However, this Pro 5 device is not added to the plan. I tried moving the location to Location B and back to Location A, but the plan was still not applied. Eventually, I had to re-pair the device to apply the plan. Unfortunately, this required me to physically move from Location A to Location B to perform the re-pairing. Is there an online solution to resolve this issue? Additionally, I have four other cameras with free trial subscriptions expiring on 2/28, and I hope I won't need to physically move them from A to B to address this peculiar plan application problem.

Screenshot

[StephenB]

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@Brianchen wrote:

As shown in the screenshot, I have a Premier plan, and it includes a Pro 5 device. However, this Pro 5 device is not added to the plan. I tried moving the location to Location B and back to Location A, but the plan was still not applied. Eventually, I had to re-pair the device to apply the plan. Unfortunately, this required me to physically move from Location A to Location B to perform the re-pairing. Is there an online solution to resolve this issue?

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Unfortunately you need one subscription for each location.

This was actually in the subscription terms of service before "Feed", but was never enforced by the app.

[Brianchen]

Are you saying that even if I have subscriptions for both my A and B locations, if I move the device from A to B, I still need to add it to location B by re-pairing to apply the subscription? So, using the change location feature in the app doesn't properly apply the subscription?

[StephenB]

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@Brianchen wrote:

Are you saying that even if I have subscriptions for both my A and B locations, if I move the device from A to B, I still need to add it to location B by re-pairing to apply the subscription? So, using the change location feature in the app doesn't properly apply the subscription?

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Not something I've tried - I only have one location myself.  I'm tagging the mods ( @JamesC , @ShayneS , @BrookeN ) so they can follow up.

[BrookeN]

That is correct you would need to take the camera off the one location and then re-onboard it on the location of your choice. 

[Brianchen]

I have to drive 1-2 hours to the device to do such an operation... It's really inconvenient. 🥲

[BrookeN]

@Brianchen can you try doing it this way
Just go to Settings->Select the location where the camera is currently located->Devices->Select the camera name->Tap Location and select the preferred location..

[Brianchen]

Are you suggesting reapplying the device to a location with an active subscription?

[BrookeN]

As long as it is not a trial subscription, you should be able to move the camera to an active subscription with those steps. 

[Brianchen]

My device had a trial subscription which I upgraded to a paid subscription before the trial expired. However, after the trial period ended, the camera did not apply the purchased subscription. I understand that I can reset the device to reapply the purchased subscription, but it's inconvenient for me to drive over an hour to perform the reset on-site. Therefore, I'm inquiring if there's a way to resolve this online.

[StephenB]

You should be able to add the camera to your subscription plan using my.arlo.com.

[BrookeN]

@Brianchen I understand, that is why I sent the instructions listed above. You should be able to move it this way without re-onboarding. Go to My.Arlo.com and do the following steps ~ Settings->Select the location where the camera is currently located->Devices->Select the camera ->Select the > next to the camera -> Tap Location and select the preferred location..

[Brianchen]

I have tried the method you mentioned, but still couldn't successfully apply the subscription, just like the video in the link.

Video 

[StephenB]

I think the issue here is that you have a legacy subscription plan ("Smart Premier"), and not Arlo Secure.

Is there a reason (perhaps cost) that you are staying with Smart Premier?

[Brianchen]

In Taiwan, only the Premier Annual subscription is available for purchase.

[StephenB]

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@Brianchen wrote:

In Taiwan, only the Premier Annual subscription is available for purchase.

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Didn't realize that, so thx for that info.

Have you been able to use phone support?

[Brianchen]

I live in Taiwan. How can I use the phone? Besides, my English isn't very good.

[StephenB]

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@Brianchen wrote:

I live in Taiwan. How can I use the phone? Besides, my English isn't very good.

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If you have other cameras that are in a subscription plan, then you can get phone support using the support center in the app.

I'm tagging the mods ( @BrookeN , @JamesC , and @ShayneS ) to see if they can assist.

[BrookeN]

@Brianchen can you dm me the email address associated with the Arlo account?