E-mail about fair use

[nichola088]

Received an email from fup@arlo-europe.com yesterday saying my subscription will be terminated end of next month unless I bring my cloud usage down or subscribe to a continuous recording service.

it asked me to email or phone with any queries but no phone number in the email so I replied asking for phone number. They replied with  +441344585786 and in that email said they’re not automatically cancelling my subscription and are reviewing individual cases. I’ve searched the phone number online and it says it’s linked to scams and I’ve no idea if the email address is genuine. Has anyone else received this and can they confirm it’s legit please? 

[BrookeN]

Thanks for reaching out. 

We can confirm that this was a legitimate communication sent to Arlo EU users only. Verisure has since decided to stop enforcing this policy and has discontinued any related communications.

If you have further questions or concerns, we recommend contacting Arlo EU Customer Care, as this was a region-specific policy managed independently.

We appreciate your feedback and are working closely with our regional teams to ensure transparency and consistency across all Arlo communications globally.

[darrenlewitt]

I have 39 Cameras and have spend 1000's updating and have received an email suggested my account be cancelled next month due to fair usage policy

What is going on?

[StephenB]

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@darrenlewitt wrote:

I have 39 Cameras and have spend 1000's updating and have received an email suggested my account be cancelled next month due to fair usage policy

What is going on?

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Note this is a user-to-user forum, and I do not work for Arlo.

The policy was put in place about a year ago, and you should have gotten an email about it back then:

• https://www.arlo.com/en_gb/about-us/fair-use-policy

Is this the first notification you received?

[Jane1993]

Hello,

My mother received an email stating that all Arlo subscriptions that do not meet the usage allowance will be cancelled. As a heavy cloud storage user, this means that your Arlo subscription will be cancelled at the end of next month. If you want to keep your subscription, you will need to switch to a continuous recording plan or reduce your cloud usage.

What did she do wrong to receive this email and how can this be resolved without changing the subscription?

[StephenB]

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@Jane1993 wrote:

how can this be resolved without changing the subscription?

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Note this is user-to-user forum, and I do not work for Arlo.  Also, I am in the US (where this policy is not in force).  FWIW, I am not a fan of this particular policy.

The policy started about a year ago, and is here:

• https://www.arlo.com/en_gb/about-us/fair-use-policy

The way to resolve this w/o changing the subscription is to reduce the amount of recording done by the cameras.

Some ideas:

• consider disarming cameras on a schedule, so they will not record when she doesn't need them.  For instance, she can disarm some cameras when she is home.
• adjust the motion sensitivity on the cameras to reduce the incidence of unneeded recordings.  (She can do this using the motion detection test.  Walk around in the field of view, and find the lowest setting that detects her reliably.  Then set the actual threshold to slightly above this threshold.
• similarly, repositioning some cameras might help (re-aiming them, or moving them to spots that don't have as much activity, but which still cover what she needs.   
• Adding activity zones can also help reduce the number of recordings.

How many cameras does she have?  Does she have any video doorbells?

I also suggest contacting Arlo (using the support center in the app), so you have some idea on how much time you have to resolve this.  The policy states that "In each case we will only take such actions after a further, reasonable period of notice which will be communicated to you."  Is this the first notice?

@JamesC , @BrookeN , @ShayneS -

Does regularly deleting old recordings help keep users under the cap?  The policy doesn't say whether the cap is for peak storage used by recordings, or total recordings written during the calendar month.  If it is about peak storage, the regular deletion will help.  If it is recordings written, then it won't.

[downesb]

Hi, today I have received an email from Arlo stating that my subscription would be cancelled if I do not comply with their FUP policy.  A policy I was not aware of or ever consciously agreed to.  I only upgraded my subscription last year, obviously paying more than before. I have purchased 6 of their cameras (not the cheapest on the market) and pay a hefty monthly subscription.  Their suggestions are to either pay more money with CVR, or somehow reduce the usage for what the cameras are designed and purchased for ie, reduce my security.  The customer services guy was polite and helpful, but ultimately  they have me over a barrel. Is anyone else in the UK or EU having the same issues at the moment? I definitely know this is immoral,  but is it even legal, and what would UK Trading Standards have to say about it? I have read that many people are leaving Arlo, but I have invested quite a bit in these cameras. Help, please!

[StephenB]

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@downesb wrote:

Hi, today I have received an email from Arlo stating that my subscription would be cancelled if I do not comply with their FUP policy.   

Their suggestions are to either pay more money with CVR, or somehow reduce the usage for what the cameras are designed and purchased for ie, reduce my security.  

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FWIW. I don't work for Arlo and I am not a fan of that particular policy.  There are better ways to implement a data cap. 

That said, it might be possible for you to reduce the amount of unnecessary recordings without compromising your security.  Your cap of 90 GB per calendar month is a lot of recordings - 100+ hours total per month if you have 2K cameras.

For instance, you could

• add /adjust activity zones
• tune the motion sensitivity (keeping it high enough to detect people, but lowering it some to reduce recordings of wind, etc)
• adjust camera placement (maintaining coverage of the areas you need, but reducing coverage of background).
• set up a schedule for some cameras (for example,  disarming indoor cameras when you are home).
• reducing the recording time per motion event

It is possible that going in weekly and deleting old recordings might also keep you under the cap.  The policy isn't clear on that point, and I have asked the mods for clarification on another thread.

BTW, if you haven't seen the policy, it is posted here:

• https://www.arlo.com/en_gb/about-us/fair-use-policy

[downesb]

Thank you for the pointers, Arlo have given these to me, but appreciated.

It just seems like they have slipped this policy in through the back door.

I don't remember EVER having seen a specific notification of the policy being introduced.

Also, to call it a "Fair" Usage Policy is crazy, it is not fair to the consumer/customer.   

I suggested to customer services not keeping recordings for 30days and instead only 14days, cutting the storage by 50% potentially!! So would be interested to see what you get back on reducing stored recordings.

Thanks again.

[PC-Werner]

Today I received a notice of termination by email. Can that be? I have 24 devices and only 12 active! So to exceed the data volume seems difficult, because the biggest plan is booked as a subscription!!!

[StephenB]

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@downesb wrote:

I don't remember EVER having seen a specific notification of the policy being introduced.

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FWIW, other EU and UK users posted that they'd received emails on this around 11 April 2024.

• https://community.arlo.com/t5/Arlo-Secure/Arlo-Fair-Usage-Policy/m-p/1970166

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@downesb wrote:

I suggested to customer services not keeping recordings for 30days and instead only 14days, cutting the storage by 50% potentially!! So would be interested to see what you get back on reducing stored recordings.

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Yes.  I agree that being able to set retention for each camera would be a help.  They could also automatically delete old recordings if needed to keep people under their cap. 

IMO, just cancelling (or threatening to cancel) subscriptions is bad for both customers and for Arlo.

[Guenter1974]

I also received this mail..like many others..partly the mail was sent by mistake.... Partly supposedly rightly....

[downesb]

agreed, thanks for your input! It would be an easy fix for Arlo to make, and it would keep customers happy 🙂 I hope you are listening/reading Arlo. 

[Olig60]

Has anybody else just been totally **bleep**ed over by Arlo

Been a loyal customer for 2 years or so, same set up everything, now in the space of 3 weeks or so I've been told I'm using to much storage & they are cancelling my subscription!!

Talk about customer service.

Anybody else had this happen?

[DanielAhlen]

Today (a month after the first warning mail) I received a second email.

In the first email (April 2nd) Arlo stated that I apparently recorded a lot video the month before.

In this second email (May 28th) Arlo now inform me that my subscription will be inactivated after 30 days unless I do one of the following:
1. Change plan to CVR or
2. Reduce my cloud storage

April 21st I was in contact with the support and they were unable to see my claimed exessive usage. Hence they were only able to check 7-14 days history. How do you contest their claims if the support are unable to check your data usage?!

The support told me they were able to see I have 14 cameras registered and also confirmed that it is the total uploaded hours that counts. Deleting already saved clips will not have reduce the data storage.

So, I have 14 cameras and are allowed to use/save 210hr/month (14x15hr).

1-28 May I have been saving 82hr and 11 min to the cloud.

How are ARLO able to claim I am not following their Fair use Policy when I have not even used 50% of my quota?!

Very strange!

[BrookeN]

Hi,

To reach support I recommend doing that through the Arlo Secure App. You can go into the app and click on the silhouette ~ Support Center and reach out to support that way. You can let them know about the email you received and your concerns and they should be able to answer any questions you may have.  

[BrookeN]

Thanks for reaching out. 

We can confirm that this was a legitimate communication sent to Arlo EU users only. Verisure has since decided to stop enforcing this policy and has discontinued any related communications.

If you have further questions or concerns, we recommend contacting Arlo EU Customer Care, as this was a region-specific policy managed independently.

We appreciate your feedback and are working closely with our regional teams to ensure transparency and consistency across all Arlo communications globally.

[Sheppeyboy]

Has anyone received an email like this with subject line your subscription will be cancelled at the end of the month?

I received one 28th May 2025 whilst I was on holiday.

Have been a Secure Plus customer for many years and not changed anything so surprised by this email. I already manage recordings efficiently. 

They cancelled my Secure Plus subscription today - 31st May 2025, NOT NEXT MONTH.

As just got back on holiday last night I thought I would call Customer Care on Saturday only to find out they only work Monday to Friday!

Any advice welcome.

Thanks

[Sheppeyboy]

UPDATE Since publishing this on ARLO community this morning, my Secure Plus library seems to have been restored to my iPhone, iPad and MacBook and now operating normally, maybe just a fault this morning but I will contact Customer Care on Monday to follow up. 

Thanks

[Blacktip75]

Did you manage to get a reply? I am still waiting for a clarification. I investigated and made changes after the first message, when asking for the usage I got an overview that showed me being below the fup to begin with. I am still waiting on clarification if they will return my money when cancelling.

Also no logical things like reducing retention etc are possible. Nor any overview on actual usage. Also the CVR plan is mot even possible if hou have an annual subscription.

I just bought an nvr and new, actually good, cameras, only to find out they are now stopping enforcing it for now.  Already invested and cancelled my subscription which will run for another 11 months… so my upgrade to poe can be done a little slowly.

The tone of the message, the spelling mistakes, the treating your long term customers who invested thousands in your system is just too much.

[nichola088]

After them saying my subscription will be cancelled and not offering up a phone number to contact them, I challenged them and got this reply which contradicted the first one which told me my subscription will be cancelled!

‘

Dear Customer,

We appreciate your continued use of our services and wanted to provide some clarity regarding our Fair Usage Policy.

You may have received an email notifying you of an increase in your recording hours that exceeds our Fair Usage Policy threshold. Please rest assured that this notification does not automatically mean your subscription will be canceled.

We are currently conducting a thorough review of individual cases to ensure fairness in our approach. If any action is required on your account, you will be personally contacted.

For more details, including helpful tips and best practices to effectively manage your usage, please refer to our Fair Usage Policy here: https://www.arlo.com/en_gb/about-us/fair-use-policy.

Your security and satisfaction remain our top priority. We value your trust and will always reach out for direct consultation before making any account-related decisions. We appreciate your patience and understanding.

Please note that due to a high volume of inquiries, responses to emails may be delayed. For immediate assistance, we encourage you to contact our support team directly at +441344585786 .

Best regards,  

Arlo Europe Customer Care Team ‘

[Edinburgh_lad1]

It's not difficult to notice that this company seems a total mess, with confusing communications coming in left, right and centre. It seems that no-one really knows what is happening there.

[nichola088]

Exactly, and I have been personally contacted so I’m no clearer.  They feel like a really shady company. I’ve got 8 cameras, some are quite old now, if they want to cancel my subscription I’ll look at other companies instead.

[jguerdat]

You do understand that this is a Verisure policy, not Arlo, right?

[nichola088]

Fair use policy is what it is, what I’m objecting to is their contradictory emails, lack of clarity and lack of visible aftersales service. 

[Sheppeyboy]

Hi

Update

Received a phone call today from ARLO customer Service following my email to them on 31st May, basically ARLO apologized as they sent the email  to numerous users incorrectly and I was told that my account is fine.

I suggested that ARLO provides data usage information as standard to all users via WEB/APP on a monthly basis so we can manage data usage allowance in real time. I was told this will be a service available and has been escalated within ARLO to be a new service.

Hope this helps but I would call customer service to ensure your account is fine.