Ultra 2 - no 4K

[Stevewins]

I’ve had a mixture of 5 Pro and Pro 2 cameras for a few years using the free 7 day plan.  I recently subscribed to an email offer for Arlo Secure for $3.99 for 6 months with unlimited cameras.  

Last week I bought a 2 pack of Ultra 2 and a 3 pack of Pro 4 Cameras.  First I connected 1 of the Pro 4 cameras to my account.  This auto activated a trial plan for the Pro 4 and auto added the Pro 4 to that new trial plan.  Then I connected an Ultra 2 camera to my account.  No trial plan auto activated when I did this and the Ultra 2 was auto added to my previous (recently upgraded) plan, and not the new trial plan from the Pro 4.  

I have no option for 4K in the settings for the Ultra 2, only a setting for 2K, and it’s only recording locally, in the cloud and streaming in 2K.  How do I get my Ultras to use 4K?   Why did the Pro 4 trigger a trial and add itself to that plan but the Ultra 2 triggered nothing and added itself to my existing Secure plan?

[jguerdat]

Not sure why you didn't get the trial for the Ultra 2 - perhaps due to the existence of the paid plan. However, if you subscribed to the Secure but not the Secure Plus plan you only get 2k recordings. That's noted in the plan descriptions. I would suggest canceling the plan and removing the Ultra from Settings, My Devices. Reconnect the Ultra to see if it get a trial plan. If so, connect all the others as you need and then subscribe to the Secure Plus plan so all cameras work and you get 4k.

[Stevewins]

I removed the Ultra base and camera from my account and disconnected them.   Then I created a new, separate account and added only them to that new account.  Still no 3 month trial auto-executed and I don’t see a way to manually start a trial.  Is the trial plan that is supposed to come with the Ultra-2 kit capable of 4K?  

[ShayneS]

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to Settings/System/Support.