Free subscription disappeared and other issues today???

[mikejd1]

Has anyone else's free 1 year subscription all of a sudden dissapear/get removed from your accounts??? Also, now every video recording is gone from my library from the past 2 weeks and the only thing im now getting is motion alerts.  What is going on?? I did open a case and the rep told me apparently some hardware base station firmware is causing problems right now...and this is wide spread, but had to escalate the issue of my subscription being removed as he had no clue???

[JamesC]

mikejd1,

If your subscription is no longer on the account...that would be why the recordings aren't there as Ultra requires the subscription for cloud content to be saved.

I will review your support case and reach out to you in a private message to collect more information.

JamesC

[mikejd1]

I spent over 60
Min on the phone with Arlo support. Unreal. The case is 40837565

[JamesC · Accepted solution]

mikejd1,

Thank you for the case information. I will escalate the issue and reach out to you with an update as soon as possible.

JamesC

[mikejd1]

Thanks. Right now all my entire past 3 weeks recordings are all gone and nothing is working right. I’d really like this resolved ASAP. This is extremely strange my subscription plan would just disappear

[mikejd1]

James any update?

[habibkhan]

I have a similar issue since last weeks my free subscription gone for no reason. I have Arlo since last one year and a half year.  The only reason I purchased Arlo because it has free cloud recording. 

I think I made a mistake I should purcased the wired camera if I need to pay for cloud recording.

Can anyone help me ASAP? 

[JamesC]

habibkhan,

If you've had Arlo for a year and a half, it sounds like you don't have an Ultra system. Previous generation Arlo cameras come with 7 days of cloud recordings, no plan is required.

JamesC