I purchased an Arlo Ultra 4K UHD Wireless Security Camera Kit (5-pack) on 10/31/2019 and have not been able to setup the 1-year free Arlo Smart subscription. This is a new kit.
Phone support was not sure how to proceed.
I setup the base/cameras on an account that has never had a subscription. Any help would be appreciated.
Here's the support case:
Case Number: 41249810
Subject: Inquiry about free subscription in ultra
Created Date: 11/6/2019
Description: issue - Inquiry about free subscription in ultra camera
Informed the customer that we not trained in this product
But tired to inform the details about ultra camera free smart subscription through community web site
But customer asked for clear explanation
call has been transferred to concern team
Please refer to your case number in any correspondence with Arlo Support.
PLEASE DO NOT REPLY TO THIS AUTOMATED EMAIL.
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- Related Labels:
Service and Storage
I got the free one year premier subscription with Arlo Ultra Kit on my existing account.
1 Cancel my existing subscription and get a refund for the remaining months.
2. Remove Arlo Ultra and the Ultra Base Station from my account.
3. Reset the Ultra base station using the reset button at the back of the Base Station.
4. Repair/Add Ultra Base Station to my existing account.
Support really should be able to handle subscription issues. They can't be easily dealt with publicly.
What country are you in? Is that the same country the system was purchased in?
Arlo subscriptions aren't offered everywhere - the country list is here: https://www.arlo.com/en-us/countries.aspx
Also for some reason (never explained), you can't activate the trial subscription if the system was purchased in another country - even if subscriptions are offered in yours.
The Arlo Ultra kit in question was purchased in the United States and is being used in the United States.
That should certainly be available. Did you try simply adding the premier subscription to your account?
I haven't tried adding the "Smart Premier" subscription (free for a month) but it's an option.
The Ultra's 1-year free subscription is the "Arlo Smart", which is what I'm trying to setup.
If you purchased the kit in the US and are setting up on a brand new account in the US, the free 1 year plan will be automatically applied when you claim the SmartHub. There is no code or special process you need to go through to apply the free plan.
The plan can only be applied one time. Was this an open box kit or did you purchase it from another user?
What are next steps?
When adding the SmartHub to an eligible account (the account was created in the same country in which the kit was purchased and does not currently have any other active subscription plans) the free 1 year subscription plan will automatically be applied. Can you share more details about your set up?
Just bought the above set with the 5 cameras from Costco online. I spoke 4 times with support via chat on ticket number 41299108 and 41296452. I've been told a number of things about how to activate the free one year subscription to Smart Premier. I created a new account and reset my hub but I still am only given the option to get the SP free for one month. I was told to pay for a year and get a refund but there is no option for that when I am signed into my account. I've been an Arlo customer for a long time and I'm more than a little frustrated about what should be a very simple process. Items were purchased in US and used in US.
I want to say that I love Arlo cameras. But... I am still trying to fix this subscription thing and I've been on hold now for 30 minutes just to talk to someone specializing in setting up my subscription for the Ultra. The first guy was great but then told me he had to transfer me to another rep. I'm seriously thinking of returning my system on principle. Customer service is just not that hard.
Meanwhile, I'm carrying around my phone while I do housework because I don't have the time to sit and stare at my phone. And this hold music is going to make me jump off my balcony. Whew, I'm done.
”When adding the SmartHub to an eligible account (the account was created in the same country in which the kit was purchased and does not currently have any other active subscription plans) the free 1 year subscription plan will automatically be applied.”
Is the free one year plan only good for the single camera (ultra 4k) or will it allow additional (already included in account) Arlo Pro cams?
What about the maximum number of cams allowed, can five Pros be added on to the ultra hub along with the 4k cam?
Is it any different with the ultra compared to a new AP3? Since it looks like, in that case only four Pros can be added.
The trial plan included with the Arlo Ultra kit is for Arlo Smart Premier for 1 year. This allows for up to 10 cameras with Arlo Smart. The trial included with Pro 3 cameras is a per camera trial for 3 months.
thanks for your reply.
To confirm, a current Arlo account with five Pros (with no smart sub, just seven day cloud storage) can buy an Ultra cam with smart hub and add the five Pros to the free one year Arlo Smart Premier, correct?
Just making sure I understand this right.
The free 1 year plan that comes with the Ultra kit is an account level subscription. When you claim the SmartHub from that kit, the 1 year plan is automatically added to the account, allowing for up to 10 cameras to benefit from Arlo Smart. The type of camera doesn't matter, up to 10 cameras are supported. So yes, as you describe, the five Pro cameras would benefit from Arlo Smart after adding an Ultra Kit to that account.
Hi James. The problem I'm having is that it is only offering me one month free instead of the year. I added the ultra to my account and set it up. How do I get the year free? Thank you
I’m in the US and have been subscribed to the Arlo Smart Premier plan for my 5 Arlo Pro 2 cameras for over a year. It last renewed in June. I’ll be upgrading to an Arlo Ultra 4-camera system in the next day or two. Will I still be eligible to get the free year of Smart Premier with the new Smart Hub since I’m already on the Smart Premier plan? If so, do I first need to cancel the existing Smart Premier plan for my Arlo Pro 2 hub before I can activate the free year on the Smart Hub? I remember running into issues when I upgraded my subscription to Smart Premier last year. The option to upgrade the subscription to Smart Premier wasn’t available to my account until I canceled my existing plan.
To be eligible for the included free 1 year plan with an Ultra kit, the account to which the SmartHub is added must not have an active plan. When you add the SmartHub to an eligible account, the plan is automatically added.