Trying to change CC to continue live streaming and 2-way radio.

[Retired_Member]

I am able to live stream and 2-way radio and billed monthly for this. (I do not have subscription to Arlo Secure or Arlo Safe.) I need to change my credit card number but there is no option to do this with the service I am receiving anywhere! I can't speak to a live person because I do not subscribe to Secure or Safe. Maybe I have CVR but still no help is available.

[StephenB]

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@Retired_Member wrote:

I am able to live stream and 2-way radio and billed monthly for this.

Two way talk and livestreaming are free - neither require a subscription. Are you sure you are being charged by Arlo?

What camera model do you own?  The Arlo Go and Go 2 require a mobile data plan, and that of course would cost something.

[Retired_Member]

We are charged $19.56 per month. My app on my phone appears as Arlo Secure. When I tap "subscription" it shows No Plan under Arlo Secure or CVR Plan. We have access to the recorded videos for a period of time. When I check Arlo Secure to ask questions or chat online, I get a message that I do not have a plan. I assume I do have some sort of plan to be able to access the recorded videos. Can you help with this dilemma?

[StephenB]

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@Retired_Member wrote:

We are charged $19.56 per month. My app on my phone appears as Arlo Secure. When I tap "subscription" it shows No Plan under Arlo Secure or CVR Plan.   When I check Arlo Secure to ask questions or chat online, I get a message that I do not have a plan.

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That of course is a problem.  I am tagging the mods - @BrookeN , @ShayneS , @JamesC - so one of them can create a support request on your behalf.

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@Retired_Member wrote:

We have access to the recorded videos for a period of time. 

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Legacy cameras (Pro, Pro 2, some others) were sold with 7 days of free cloud storage.  

Newer cameras (Pro 3/4/5, Ultra, Essential) were not sold with free cloud storage, and require a subcription to get any storage. 

Do you know what model cameras you have?

If you do have free cloud storage, then my question is whether you actually want a subscription.  It would give you

• more retention on your videos
• AI features (package recognition, etc).
• activity zones when on battery power

If you don't really want or need those features, then you could just cancel the subscription.  Livestreaming and 2-way talk are both free.

[BrookeN]

@Retired_Member I have reached out to support regarding the subscription on the account. Support will be reaching out to you as soon as possible.