arlo e911 is not recognizing my address

[younique]

I just subscribed to the e911 plan and when I add my address to the require field for location it states it's invalid.... Who can I contact to add my address information? Thank you

[h3lladvocate]

I keep getting "Invalid Address" everytime I enter my address (which is a correct/valid address). I would really like this fixed so I can use the features I pay for 😞

[DreRSaint]

I am also getting the same error:

"You entered and invalid address, please enter a valid street, city, postalcode and state."

Not sure what to do..

[jguerdat]

Are these relatively new addresses? There's apparently issues that can arise when a new development comes online and the database Arlo uses hasn't been updated.

[DreRSaint]

My Home was built in 2015 and I haven't had any issues with any other service. My mobile phone provider, etc all recognize it.

[younique]

I have contacted support via phone and it's still not operating. I'm going to cancel my plan and the end of the month. It would be great if the feature actually worked...

[JessicaP]

Hi @younique, @DreRSaint, @h3lladvocate,

Let me gather more information from you guys regarding with e911 not recognizing your address. I'll reach out to you all via private message. Hope to hear from you guys soon!

[DreRSaint]

My issue was fixed. Thanks Jessica for your assistance.

[dfuerpo]

I have a variation of this problem. In the iOS app (both iphone and ipad versions) the e911 interprets the input address incorrectly. Even though I put in the correct street address and zip code it first asks if it is correct (and displays the city and zip correctly) and then goes back to the previous screen where it displays a different city and zip.  The incorrectly displayed city and zip are in a completely different part of the state, about 250 miles away. Interestingly, the address is displayed correctly on the arlo web app. This makes me nervous about using the e911 feature since the notification may go to the wrong 911 location.

[JessicaP]

Hey @dfuerpo,

Did you install to the newest Arlo iOS app version, which is 2.7.2? If you haven't, try that and see if that resolves the problem. If it doesn't, let me know.

[dfuerpo]

I just updated the app today but it says it is version 2.7.1 (released Jan. 17, 2019).

[JessicaP]

Make sure that you refresh the App Store to see the latest version. You can read here about the release details on version 2.7.2: Arlo iOS Mobile App version - 2.7.2 - 08 February 2019

[dfuerpo]

OK, got it, but it still displays the wrong city and zip.

[JessicaP]

Is it showing the wrong city and zip code on both your iPhone and iPad? Try to reinstall the app and check again. Otherwise, let me know if the issue still occurs.

[dfuerpo]

Yes, it shows the wrong city and zip code on both the iPhone and iPad. I have deleted and reinstalled the app on both with the same problem.

[JessicaP]

Let me reach out to you via private message to gather more information from you.

[slsjr]

Same exact situation for me. It will display correct address before saving but then goes back to a different address.

[JessicaP]

Hi @slsjr,

Is this happening when you correct the address through the web browser on your computer or on the Arlo app?

[slsjr]

In the app.

[JessicaP]

Try to edit the address through your web browser on your computer and see if that helps.

[mikezopes]

So, when does the database get updated?  It's been awhile

[mikezopes]

I am running this on an adroid device (Samsung 9+ Phone) and still cant fix the e911 address.

[slsjr]

Ok. So when I check the address in the web browser it shows the correct City and zip but still today in the app it shows the wrong city (Asotin) and zip (99402 vs 980...).

[mikezopes]

I tried off the web, and still same thing. Doesn't recognize address.

[JessicaP]

Hi @mikezopes and @slsjr,

I have sent both of you a private message to gather more information from you. Hope to hear from you soon.