Arlo|Smart Home Security|Wireless HD Security Cameras

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Brianchen
Aspirant
Aspirant

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?

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jguerdat
Guru Guru
Guru

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
Aspirant
Aspirant

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
Guru Guru
Guru

@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?

 

 


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
Aspirant
Aspirant

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
Guru Guru
Guru

@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?


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
Arlo Moderator
Arlo Moderator

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
Aspirant
Aspirant

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

BrookeN
Arlo Moderator
Arlo Moderator

@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
Aspirant
Aspirant
Are you suggesting reapplying the device to a location with an active subscription?
BrookeN
Arlo Moderator
Arlo Moderator

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
Aspirant
Aspirant
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
Guru Guru
Guru
You should be able to add the camera to your subscription plan using my.arlo.com.
BrookeN
Arlo Moderator
Arlo Moderator

@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
Aspirant
Aspirant

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

 

Video 

StephenB
Guru Guru
Guru

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
Aspirant
Aspirant

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

StephenB
Guru Guru
Guru

@Brianchen wrote:

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


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

 

Have you been able to use phone support?

Brianchen
Aspirant
Aspirant

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

StephenB
Guru Guru
Guru

@Brianchen wrote:

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


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
Arlo Moderator
Arlo Moderator

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